Affected Scanner Models
[ All intraoral scanner models ]
The following information applies to all scanner models listed above.
Symptom
When the scanner is properly connected and the scan button is pressed, only the loading screen appears in live view, and the scanner does not function.
In some cases, a loading screen may appear during the scanning process.
Points to Check
1. Possible Camera Malfunction
The camera may not be functioning correctly, causing the issue.
Try troubleshooting in a similar manner as a connection issue.
2. Check Device Manager
i900, i900c | i600, i700, i700w | i500 |
| Medit Devices > Medit i-series | Medit Devices Ports (COM & LPT) | Ports (COM & LPT) Universal Serial Bus controller |
i700w |
3. Graphics Card is Not Related to Connection Issues
Updating the graphics card driver can help reduce troubleshooting time, but it is not related to connection issues.
Troubleshooting
1. Check Scanner Connection
Check the connection points for each scanner to identify any loose connections.
| i500 | |
Check for Cable Damage Bend the cable to see if the power turns off or the connection is lost. | |
Check USB Cable Connection Ensure the connector is fully inserted into the port. | |
Check for Non-Original Cables Non-original cables may cause interference with the port. | |
| i600 / i700 / i700 wireless (Plug & Scan) / i900 / i900 classic | |
Check the Connection Points Move the connection points to check if the connection is intermittently lost. Shake the PD cable, handpiece, and laptop connection points to check for poor contact (Part A). Bend the connector and wire connection points to check for cable damage (Part B). | |
Check USB-C Port Check if the laptop’s USB-C port supports Power Delivery (PD) by visiting the laptop manufacturer’s website. Even if the laptop specifications show PD support, compatibility may vary with i600/i700 and USB-C depending on the laptop model. Try connecting to another USB-C port that supports PD. Unstable data transmission or power output from the USB-C port may cause connection issues. Poor contact in the USB-C port can also cause instability. | - |
Change the Connection Method: i600, i700, i700 wireless Try connecting using a PD hub, USB 3.0 cable, and power adapter for Standard Scan. | |
| i600 / i700 / i700 wireless (Standard Scan) | |
Check the Connection Points Move the connection points to check if the connection is intermittently lost. Shake the PD cable and handpiece connection points to check for poor contact (Part A). Bend the connector and wire connection points to check for cable damage (Part B). Shake the PD hub and cable connection points to check for poor contact (Part C).
| |
Change the Connection Method Check if the laptop supports a Power Delivery USB-C port. If it does, try connecting with a PD cable for Plug & Scan. | - |
2. Try a Different USB Port
The USB port you are currently using may have unstable data transmission or power output.
Try connecting to a different USB port to test.
3. Reinstall Medit Link
Reinstalling Medit Link will automatically reinstall the device drivers.
Be sure to turn off the scanner before reinstalling. If the scanner is connected, the driver may not install properly.
4. Update Chipset Drivers
Chipset drivers can be downloaded from third-party utilities or the laptop manufacturer's support website.
5. Update Windows
Update the Windows OS to the latest version.
6. Cross-Check Accessories
Test the connection with different accessories (PD cables, USB 3.0 cables, PD hubs).
7. Test on Another PC
There may be compatibility issues with the current PC. Try connecting to another PC.
1) Turn off the scanner handpiece.
2) Disconnect the current wireless hub and connect a new wireless hub.
3) Once the new wireless hub connects to the software, click on "Pairing Manager."
4) In the Pairing Manager, select "Pair New Scanner."
5) Turn on the scanner handpiece and follow the instructions in the Pairing Manager to pair the scanner handpiece with the new wireless hub.
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