How to solve USB connection problems?

Indications for connection problems are:

• errors when taking pictures,
• an offset of single scans,
  • in the 3D viewer the scan looks like a flower.
• aborts during the scanning process,
• error messages like:
  • error during image capture
  • no connection to the camera
  • USB persisting BUS error

Conditions

• all devices
• all software versions
• signs of connection problems

Preparation

Check in advance that the hardware is connected correctly.

1. The cable length should not exceed 2 metres.
2. Do not use USB hubs or USB extensions.
3. Connect the USB cable directly to the back of the PC.
4. Make sure the unit is connected and switched on.

Check the used system.

• If using a notebook/laptop, it is mandatory to connect the power cable.
• We recommend using a desktop PC.
  • If you are using a mini or micro system, switch to a tower as a test.

Check the power settings of your system.

• If necessary, adjust the energy saving plan.
  • You should select the High Performance power plan.
• Change the power settings for the USB root hub to prevent transmission problems.

Solution

In case of transmission problems, you can try the following steps to stabilize the transmission.

1. Disconnect USB devices that are not in use.
   • This way you can ensure that no other device is interfering with the signal.
2. Change the USB port used on the PC.
   • Observe the instructions.
   • Exclude a possible defect of the USB port.
3. Replace the USB cable of the scanner.
   • Use a new USB cable to rule out problems with it.

If the camera connection is not present, it may help to reset it once. To do this, follow these steps:

1. Disconnect all cables from the back of the scanner.
   • It is important that you also disconnect the unit from the power supply.
2. Wait at least 10 seconds.
3. Reconnect the scanner.