3shape scanner problem

annsman

annsman

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#1
Hi all,

We have a 3Shape D710 scanner and this morning the scan server 5 software gives the error 'no image capture' during calibration. Our support company tried to debug it remotely but had no sucess.

Have any of you had a similar issue?

Thanks for your help.

Eric
 
CoolHandLuke

CoolHandLuke

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#2
never had this issue. i'd unplug it from power and from usb and restart it. hope its not a loose camera wire or broken camera.
 
R

Ryan Gottlieb

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#3
Sounds like a Fetzer valve problem, better break out the 3-in-1 oil and some gauze pads.
 
KentPWalton

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#4
Could be plugged into the wrong USB port. It needs to be a USB 2.0 and not a 3.0.

Keep trying different USB ports and see if that helps.
 
CadCamAL

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#5
Hi all,

We have a 3Shape D710 scanner and this morning the scan server 5 software gives the error 'no image capture' during calibration. Our support company tried to debug it remotely but had no sucess.

Have any of you had a similar issue?

Thanks for your help.

Eric
What version of 3shape are you on? I have a D710 that was giving the same issue on 3shape 2014. We ended up having to revert back to an older version of scan suite.
 
DentalAxess

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#6
I've seen this error many times, it usually is related to the USB connection; in some cases it is a hardware defect.

1. As Kent said, make sure it is connected to USB 2.0, not 3.0.

2. Download this USB View tool: http://www.uwe-sieber.de/usbtreeview_e.html#download . Run it and make sure that the scanner is listed alone under a root hub. That means in the tree view, wherever the scanner is shown, there should not be any other USB device shown. If the scanner is not alone, change USB ports until you find a configuration where the scanner is listed alone (press F5 to refresh the tool's view after changing USB ports).

3. Try to calibrate. If that fails, take the scanner to another PC and repeat steps 1-2 on the other PC. I've had cases where the scanner suddenly stopped working on its current PC, but would work on another one - so the problem was actually not the scanner but the PC.

4. Have your dealer contact 3shape support to run some tests on the scanner. They can run more advanced tests than your dealer.

Dominic
 
annsman

annsman

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#7
looks like we are hitting a dead end........
I tried two different PCs. multiple usb cables, isolating the scanner to one hub- still not working. Still have not tried going back to the old version of the software.
The odd thing is it was working on both computers. Everything seems to be pointing to the scanner. And that would entail shipping the scanner back to 3Shape.
My vendor wont give me a loner because I am out of the warrantee period. Anybody know where I can rent a scanner while this is being serviced?
 
KentPWalton

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#8
So, I think at this point, it's time to contact your re-seller and get them to help out.
 
LA Ceramics

LA Ceramics

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#9
Ask them politely if they would mind if you mentioned their name on this forum when you are telling everyone about the wonderful way they helped you resolve this issue.;)
 
CadCamAL

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#10
looks like we are hitting a dead end........
I tried two different PCs. multiple usb cables, isolating the scanner to one hub- still not working. Still have not tried going back to the old version of the software.
The odd thing is it was working on both computers. Everything seems to be pointing to the scanner. And that would entail shipping the scanner back to 3Shape.
My vendor wont give me a loner because I am out of the warrantee period. Anybody know where I can rent a scanner while this is being serviced?
what version are you running?
 
CadCamAL

CadCamAL

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#12
You don't have to run the new scan suite with 2.9.9.5. An older version can be installed.
 
annsman

annsman

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#13
So we finally got on the phone with 3Shape. They weren't much help. The tech was stuck on the fact that we built our own computer. He was saying that because of that he really couldn’t help much.
The one topic that he and you guys both mentioned was the pci connection couldn’t be shared with anything else. And it was not, but but at that point he hit a dead end. My son asked if installing a dedicated pci card might help. "No Couldn't possibly help. You need to send the scanner in" So my son in his infinite stubbornness went to PC Recycle and picked up a used card for five bucks.
You guessed it......runs fine now.

A big thank you to all of you.
 
CoolHandLuke

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#15
that would be a PCI card with dedicated usb slots, like an expansion of the usb ports built into the case or motherboard.

which effectively means the usb ports on the computers he was using were dead (at least incapable of running the scanner but still probably able to run a flash drive)
 
annsman

annsman

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#17
that would be a PCI card with dedicated usb slots, like an expansion of the usb ports built into the case or motherboard.

which effectively means the usb ports on the computers he was using were dead (at least incapable of running the scanner but still probably able to run a flash drive)

Perhaps, but it gave the same error on two different computers and with several different cables
 
rkm rdt

rkm rdt

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#18
that would be a PCI card with dedicated usb slots, like an expansion of the usb ports built into the case or motherboard.

which effectively means the usb ports on the computers he was using were dead (at least incapable of running the scanner but still probably able to run a flash drive)

That seems to be the problem I was having with my 64 bit windows 8 pc. I went through the same run around with remote calibration and usb tree download with Ingmar or sven from 3 Shape .
He was on my pc overnite and still couldn't fix it either.

He did leave me with some awsome Dutch porn sites though.Listen
 
KentPWalton

KentPWalton

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#20
The graphics card has dedicated RAM to help run and not bog down the computer's RAM.
 
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