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Intraoral Scanner Connection Issues (i500, i600, i700, i700 wireless, i900, i900c) ⭐

Updated

    Symptoms

    • The scanner is connected to the software, but the connection is lost during scanning.
    • The scanning software is launched, but the scanner is not connected.
    • Various types of connection error messages appear in the software.
      • A message appears indicating that the scanner power is off, despite the scanner being powered on
      • An error message appears stating that the scanner is not connected
      • An error message appears stating that the camera is not connected
      • An error message appears stating that the projector is not connected
    • A message indicating a weak wireless signal appears in the software (i700 wireless).
      In some cases, the pairing may also be disconnected.
    • The scanner is connected properly, and the scan button is pressed, but the Live View only shows a loading screen indefinitely.

     

    Actual Cases

    i500 (Cable disconnection)
    [i500] Cable issue_disconnect and power goes out.webp
    i600, i700 (Cable disconnection) i700 wireless (Pairing disconnection)
    [i600 i700] PD Cable broken.webp [i700w] Disconnect pairing.webp

     

    Checklist 

    1. Check Device Manager: Verify whether the scanner is recognized properly.

    Each scanner should appear in Device Manager as follows:

    [i900, i900c]

    Only Medit Devices should be recognized.

    [i600, i700, i700w]

    Both Medit Devices and Medit Controller should be recognized.
    If Medit Controller is recognized but Medit Devices is not, the scanner connection may have a problem.

    [i500]

    1 USB Serial Port (Board)

    2 u-Eye devices (Camera)

    If only one of the two u-Eye devices appears, there may be a problem with the scanner connection.

    If more than two devices under COM and LPT Ports are using the same port, please refer to the following document:

    COM and LPT Port Connection Issues

     

    2. Check cable connection status [i500, i600, i700, i900, i900c]

    If the scanner disconnects during scanning, the cable may be damaged.

     

    3. Check LED indicator

    If the following LED patterns are repeated, professional assistance may be required:

    What is an LED indicator?

    • i600 / i700 / i700 wireless → When the LED indicator blinks repeatedly
    • i900 / i900 classic              → When the LED blinks red twice in repetition

    If you submit a support request including the LED status, it will help with troubleshooting.

     

    4. The graphics card driver is unrelated to connection issues. 

    Updating the graphics card driver is not necessary, so please check other possible causes.

     

    Troubleshooting

    The troubleshooting steps are listed in order of ease for the user to follow. As you proceed down the list, assistance from a partner or professional may be required.

     

    1. Check connection status I

    [i500]

    a) Inspect scanner cable

    Bend the cable attached to the scanner handpiece and check if the power turns off or the connection is lost. If such symptoms occur, the main cable may be damaged.

    b) Check Power Hub connection

    Ensure the USB cable is firmly connected to the Power Hub.
    The power connection of the i500 scanner includes a groove for secure connection. Improper insertion may lead to poor connectivity.
    If a non-genuine USB 3.0 cable is used, the groove may interfere with proper connection.

    c) Try another USB port

    The current USB port may be unstable for data transmission. Try connecting to a different USB port.

    [i600, i700]

    For Plug & Scan connection:

    a) Inspect connectors

    Move the connectors and check if connection is lost.
    Shake the PD cable and contact points with the handpiece and laptop to check for contact issues (Area A).
    Bend the junction between the connector and wire to check for breakage (Area B).

    b) Check USB-C port

    Check the laptop manufacturer's website to verify if the USB-C port supports Power Delivery (PD).
    Although PD support may be listed in the specs, compatibility with i600/i700 may vary by model.
    Try using another USB-C port that supports PD.

    What are the specs of connectable USB-C ports?

    If data transmission or power output from the USB-C port is unstable, the connection may be unreliable. Poor contact may also cause instability.

    c) Change connection method

    Try connecting with Standard Scan using an adapter, PD Hub, and USB 3.0 cable.

    For Standard Scan connection:

    a) Inspect connectors

    Ensure PD cable, USB 3.0 cable, and power cable are firmly connected to the PD Hub, and reconnect if necessary.
    Move the connectors and check for disconnection.

    Shake the PD cable and handpiece contact area (Area A), bend the connector-wire junction (Area B), and shake both C-type ports on the PD Hub (Area C) to check for poor contact.

    c) Change connection method

    If the laptop has a PD-supported USB-C port, test the Plug & Scan with only the PD cable.
    Check the laptop manufacturer's website for Power Delivery support.

    What are the specs of connectable USB-C ports?
    [i700 wireless]

    1. Check wireless hub connection

    Check the wireless hub status.
    If the status shows "Scanner not connected," check the following items a, b, and c first. 

    Check wireless hub status

    a) Check wireless environment

    Ensure there are no walls between the scanner handpiece and the wireless hub, and verify they are positioned facing each other.
    Make sure your hand is not covering the receiver when holding the scanner handpiece.

    How to use the wireless hub

    Using the handle accessory of i700w can help avoid covering the receiver with your hand.

    How to attach the handle

    b) Check battery

    Ensure the battery is fully charged. Remove and reinsert the battery to verify.

    c) Reset pairing (Same handpiece + same wireless hub)

    Re-pair the device using Pairing Manager.

    Pairing Manager (Manual pairing)

    2-1. For Plug & Scan connection:

    a) Inspect connectors

    Ensure the PD cable and wireless hub are securely connected.
    Reconnect if necessary.

    b) Check USB-C port

    Check the laptop manufacturer's website to verify if the USB-C port supports Power Delivery (PD).
    Although PD support may be listed in the specs, compatibility with i600/i700 may vary by model.
    Try using another USB-C port that supports PD.

    If data transmission or power output from the USB-C port is unstable, the connection may be unreliable. Poor contact may also cause instability.

    What are the specs of connectable USB-C ports?

    If data transmission or power output from the USB-C port is unstable, the connection may be unreliable. Poor contact may also cause instability.

    c) Change connection method

    Try connecting with Standard Scan using an adapter, PD Hub, and USB 3.0 cable.

    2-2. For Standard Scan connection:

    a) Inspect connectors

    Ensure USB 3.0 cable and power cable are firmly connected to the wireless hub, and reconnect if necessary.

    b) Change connection method

    If the laptop has a PD-supported USB-C port, test the Plug & Scan with only the PD cable.
    Check the laptop manufacturer's website for Power Delivery support.

    What are the specs of connectable USB-C ports?
    [i900, i900 classic]

    a) Inspect connectors

    Move the connectors and check if the connection is lost.
    If disconnection occurs during scanning, the PD cable may be damaged or have poor contact.
    Shake the PD cable and handpiece contact point, as well as the PD cable and laptop contact point, to check for contact issues.
    Bend the junction between connector and wire to check for damage.

    b) Check USB-C port

    Check the laptop manufacturer's website to verify if the USB-C port supports Power Delivery (PD).
    Although PD support may be listed in the specs, compatibility with i900 may vary by model.
    Try another PD-supported USB-C port.

    What are the specs of connectable USB-C ports?

    Unstable data, power output, or poor contact may cause an unstable connection.

     

    2. Reinstall Medit Link

    Reinstalling Medit Link automatically reinstalls the device drivers.
    Make sure the scanner is powered off before reinstalling.
    If the scanner is connected, the drivers may not install properly.

     

    3. Update chipset driver

    The chipset driver ensures smooth interaction between the CPU and motherboard I/O components.
    You can download the chipset driver from a 3rd party utility or the laptop manufacturer's support website.

     

    4. Windows update

    Update Windows to the latest version.

     

    5. Check connection status II (Requires spare devices)

    a) Accessory replacement test

    i500 Test with a different USB 3.0 cable. A damaged cable may cause connection issues.
    i600, i700, i700w Replace PD cable, PD hub, and USB cable to test. Faulty accessories can cause poor connection.
    i900, i900c Test with a different PD cable. Faulty accessories can cause poor connection.

    b) Test on a different PC

    Test by connecting to a different laptop.
    Some laptops may have faulty USB ports or suffer from insufficient data transmission speed or power output.

    c) Pairing test with another wireless hub [i700 wireless]

    Connect the same handpiece to another wireless hub, pair using Pairing Manager, and test again.

    Manual pairing using Pairing Manager

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