Basic ProScanner Troubleshooting Guide

This article is made available to facilities and distributors to help troubleshoot ProScanner and ProScanner App issues.

This article outlines the steps necessary to help Fit3D support diagnose the scanner's potential issues. Please be sure to follow these steps all the way to the end before submitting a support ticket.

Basic Troubleshooting

1. Windows Updates On your laptop or tablet, be sure to run all Windows updates until you receive a “Your device is up to date” status.
   • This may involve running Windows Update multiple times, and restarting the laptop/tablet multiple times before you receive the 'Up to date' messaging from Windows.
   • You may be asked for an admin password when attempting to complete the Windows updates. If you are asked for an admin password, you should be able to click on 'More Info' to bypass the admin password requirement and continue on to make the updates. See the following:

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     And then click 'Run anyway':

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     This will allow you to bypass the admin password requirement and continue with the update.

2. ProScanner Software Updates Once your Windows updates have cleared, ensure that your ProScanner software is up to date.
   • Current version of the ProScanner app is 2.1.0 (as of 19 March 2018)
   • If you need to update your app, simply install the ProScanner update:
     • Open an incognito window in your browser - "Ctrl + Shift + n" on your laptop or tablet
     • Download this link: http://proscanner.fit3d.com
     • Double click downloaded file and it will install app update
• To do this, simply launch your ProScanner app. If there is an update available, you will see some dialog that prompts you to update your software. Download and install the update.
3. Firmware Updates Next, ensure that your firmware is up to date.
   • After Launching the ProScanner app, you should see a green "settings" button on the bottom left of the screen.
   • Then click on the button at the right of the screen that says "Update Firmware" this will update the system's firmware.
   • After the system has been updated you will need to reset the system - restart the computer and unplug/plug the tower from the power source
   • For V4 systems, with three static cameras, your current firmware is version 5.0.4 (as of 19 March 2018)
   • For V3.2 systems and earlier, with the moving camera, your current firmware is version 4.1.3 (As of 19 March 2018)
4. Capture Service Updates Next, ensure that your Capture Service is up to date.
   • Current version is 1.0.2 (as of 19 March 2018)
   • This ensures that your sensor should be reading correctly.
5. Diagnostics Finally, once all updates above have been completed, you can review the Diagnostics page in the latest version of the ProScanner app.
   • If you see a hardware error at this time, please follow ALL of the instructions below to power cycle your unit and restart it:
     • Tablet/Laptop Restart
       • Tablet:
         • Restart the tablet by holding down the power button for at least 10 seconds
         • Press the power button again to turn it on
       • Laptop:
         • Restart the laptop by going to the power settings and selecting restart
           
     • Communication Restart
       • Close the ProScanner application
       • Pull USB cable from tower for a few seconds
       • Plug in USB connection again
       • Restart app
         
     • Full Power Cycle (ProScanner)
       • Close ProScanner application
       • Pull USB cable from camera tower
       • Unplug ProScanner power connection, wait 10 seconds
       • Re-connect ProScanner power and wait to fully calibrate (turntable will spin and stop when complete)
       • Re-connect USB connection to tower
       • Start ProScanner application and wait for "connected" status
       • ProScanner is ready to scan

Once you have followed all of these steps, if you still encounter errors, please contact our Support team by submitting a request here: Fit3D Support Request