BodyScan unrecognized by MSoft
In case MSoft stops recognizing the BodyScan, it is advised to test the scanner at each possible step. These steps serve as a way to find the root of the issue, as well as diagnose whether the BodyScan and its cable are defective or not.
While the BodyScan is detected and powered up, a blue LED will light up on top of it.
If the hardware is properly detected, it should show up as such in the Device Manager :
To troubleshoot the issues, please follow these steps in order. These steps will help detect where and when the issue happens to identify the proper solution for the issue.
1. Restarting MSoft
Simply close out of MSoft, and restart the software, then attempt to scan again to see if restarting the software fixed the issue.
2. Disconnecting the scanner
Disconnect the scanner from the port on the scanner, then on the computer. Afterwards, replug the cable by plugging it back in reverse order, launch or relaunch MSoft and attempt to scan.
3. Connect the scanner to a different USB port
Reconnect the scanner to a different USB port, if available, on the computer. This should be ideally done with a USB 3.0 port. If the scanner is still not detected, proceed to the next step.
4. Plug the scanner in a different power outlet
In the event of the LED not turning on when the scanner is connected, plug the scanner into a different power outlet, or a different outlet from the same power source. Please note that if the scanner works in a different power outlet that this does not mean that there is an issue with the power outlet itself, but could be a combination of factors.
5. Disconnect other USB devices
Disconnect other USB devices on the computer to see if any are conflicting with the BodyScan, or causing issues with the computer's USB ports.
6. Try a new or different USB cable
If possible, connect the BodyScan to your computer using a new or spare USB cable that is compatible with the scanner. In the event you do not have a spare, please contact us to purchase one if needed.
7. Reload the calibration file
In MSoft, reload the calibration file attached to the scanner. At times, this can cause issues with the scanner, either by making it go undetected, or by causing issues with scanning. The calibration files need to be saved locally for the scanner to function, so they should still be on your computer.
8. Restarting your computer
Give your computer a general restart and see if the problem is fixed. Once the computer is restarted, open MSoft and attempt to scan again.
9. Connect the scanner to a different computer
If possible within your organization, try connecting the scanner to a different computer with MSoft installed to see if the scanner is picked up by the software and allows scanning. If you do not have access to a different computer, skip this step.
10. Reinstalling the required software
If needed, MSoft and the accompanying software VXelement will need to be reinstalled. If you do not possess the files or are not comfortable doing this on your own, please contact us as soon as possible. We will gladly assist you in reinstalling the required software.
11. Manually updating the scanner's drivers
As a last resort, drivers for the hardware can be manually updated to attempt to fix the issue.
- For the controller, go to C:\Program Files\Creaform\VXelements\Drivers\3DUsbController.
- For the camera(s), go to C:\Program Files\Creaform\VXelements\Drivers\3DUsbImaging.
- Right-click on dpinst64.exe.
- Select Run as administrator.
If you are not comfortable doing this on your own or require assistance, please contact us as soon as possible.
If all of the above steps failed, a RMA can be opened for the scanner. Please note that some steps might be repeated after contacting us for assistance as needed, to ensure that the scanner is non-functional, and must be sent for repairs.
If you contact us, please provide any screenshot of any sort of message error that pops up.
Still need help?
Contact us at support@techmed3d.com!
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