Problem Summary

Users may experience issues where the scanner does not complete calibration and fails to capture any data, even when uncalibrated. This guide provides a step-by-step approach to resolve the issue when the scanner functions correctly on other workstations but not on a specific one.

Applicable Products

• Scantech Simscan
• Scantech Kscan
• Scantech Axe
• Scantech Trackscan

Software Compatibility

• ScanViewer software versions 6.x and below.

Affected Systems

• Workstations that do not have the latest calibration and configuration files installed with the ScanViewer software.
• Systems where the configurations are too outdated to allow for calibration updates, impacting the proper functioning of the scanner.

Symptoms

• Scanner fails to complete calibration.
• No data capture occurs even without calibration.

Prerequisites

• Ensure the scanner software version is compatible with your workstation's operating system.
• Scanner is known to work on other workstations.

Resolution Steps

Step 1: USB Connection Check

• Confirm the scanner is connected to a USB 3.0 port. For desktops, ports directly on the motherboard are recommended.

Step 2: Configure Nvidia Graphics Settings

1. Open the Nvidia Control Panel application.
2. Navigate to Manage 3D Settings via the left sidebar.
3. Click on the Program Settings tab.
4. From the Select a program to customize drop-down, find and select 'Scan Viewer' (ensure Scan Viewer is open; it should appear at the top of the list).
5. Set the Preferred graphics processor to Nvidia high performance.
6. Click Apply, then close the window.

Step 3: Restart and Relaunch

• Restart the computer.
• Relaunch the Scan Viewer software.

Step 4: Utilize Environment Check Tool

• In Scan Viewer version 6.3, go to the Other tab next to the license configuration button.
• Use the Environment Check Tool to identify common system configuration issues.

Step 5: Transfer License and Calibration Data

• Locate the license file directory on a workstation where the scanner works correctly, which is preferred. Alternatively, use the backup USB flash drive that came with the equipment in the travel case. This drive contains a folder with essential configuration data.
  • Default directory for the license file: Public Documents folder (not User Documents).

Additional Notes

• This issue commonly occurs on workstations with alternate hardware configurations. Ensure the workstation has an Intel-based processor and Nvidia dedicated GPU for optimal performance.

Support

• For further assistance, submit your support request at support.rev1tech.com or by emailing to 3dscanning@rev1tech.com.