[EXTERNAL] Move Pro: Scanner and Wi-Fi Connectivity Troubleshooting

Wi-Fi Connectivity

Symptoms: MOVE Pro cannot connect to the clinic’s Wi-Fi network.

First Troubleshooting Step: Fixing Wi-Fi Connectivity Issue

If MOVE Pro is not connecting to Wi-Fi or the scanner is not connecting to MOVE Pro, follow these guidelines as your first troubleshooting step (this troubleshooting is also applicable when Wi-Fi dongle connecting/disconnecting (with sounds) or only one Wi-Fi network appearing (Scanner-WiFi) in Windows settings):

 ⚠️ ALWAYS run the script, even if other actions (such as driver reinstall or other fixes) appear to resolve the issue.

1. Locate folder with the file “MovePro_WiFi.zip”
2. Double-click on the embedded ZIP file “MovePro_WiFi.zip” with two scripts below to open it.
3. Save the scripts to the MOVE Pro.
4. Right-click “MovePro_WiFi.cmd” and choose ‘Run as administrator’ and accept the User Account Control pop-up.

5. It will then run the PowerShell script “MovePro_WiFi+HybridSleep.ps1”.

Click to download the script

To verify the script has worked as intended:

• If you want to check the success of the script, look at the screen. It should say “USB Switch Mode is now: USB 2.0” in two places as shown below.

If Wi-Fi or scanner connectivity issues occur after running the script:

• Perform a force shutdown of the system.
  • Hold the power button for 15+ seconds. Do not release the button when the fans stop — keep holding until the full 15+ seconds have passed.
  • Press the power button again to restart the system.
  • If Windows desktop appears before UNITE launches, the shutdown was successful. If the system returns to the same frozen screen, the reboot did not work, and the issue will persist. Repeat the force shutdown steps.

Windows desktop

If Wi-Fi and Internet access are functioning properly after applying the script:

• There is no need to reboot MOVE Pro.

⚠️ If there is a need to update the T3U driver, do not use the one from Microsoft Update or the TP-Link regional web-servers. Use the version 1030.44.0408.2024 found here: https://www.tp-link.com/us/support/download/archer-t3u/v1/ (first driver from the top):

Please check below for other troubleshooting steps.

 

 

Second Troubleshooting Step: Disabling Hybrid Sleep Mode

1. Download this script by clicking on this file “MovePro_HybridSleep.zip”
2. Locate the folder on your PC and double-click on the embedded ZIP file “MovePro_HybridSleep.zip” with two scripts to open it.
3. Save the scripts to the MOVE Pro.
4. Right-click “MovePro_HybridSleep.cmd” and choose ‘Run as administrator’ and accept the User Account Control pop-up.

5. It will then run the PowerShell script “MovePro_HybridSleep.ps1”.

Click to download the script

 

 

Battery Discharging Overnight

To prevent the MOVE Pro from keeping the system awake — which can cause the battery to drain overnight — you need to increase the ‘Load Sensor’ setting to 300 mA. This change should be made using the UPSGen2Config.exe program installed on the MOVE Pro. Please expand to see the detailed instructions:

Battery Discharging Overnight

1. Swipe up from the bottom of the screen to access the Windows menus

2. Open the File Manager and double-press on the Desktop

3. Enter the 3Shape Software folder

4. Open the Bicker folder and start the UPSGen2Config executable

5. Change the setting ‘Load Sensor’ from 200 mA to 300mA (marked in red) and click Save (green).

6. Exit the program

 

 

Scanner Connectivity

Latest Troubleshooting Procedure

We have identified that scanner connectivity problems are often linked to Wi-Fi (network) connectivity issues. When you encounter a scanner connectivity issue, follow this sequence of actions:

1. Step 1: Fix Wi-Fi Connectivity 
   Run the approved connectivity script to restore stable internet access before proceeding.

⚠️ ALWAYS run the script, even if other actions (such as driver reinstall or other fixes) appear to resolve the issue.

Run This Script

1. Download the folder with the file “MovePro_WiFi.zip”
2. Double-click on the embedded ZIP file “MovePro_WiFi.zip” with two scripts to open it.
3. Save the scripts to the MOVE Pro.
4. Right-click “MovePro_WiFi.cmd” and choose ‘Run as administrator’ and accept the User Account Control pop-up.

5. It will then run the PowerShell script “MovePro_WiFi+HybridSleep.ps1”.

Click to download the script

To verify the script has worked as intended:

• If you want to check the success of the script, look at the screen. It should say “USB Switch Mode is now: USB 2.0” in two places as shown below.

If Wi-Fi or scanner connectivity issues occur after running the script:

• Perform a force shutdown of the system.
  • Hold the power button for 15+ seconds. Do not release the button when the fans stop — keep holding until the full 15+ seconds have passed.
  • Press the power button again to restart the system.
  • If Windows desktop appears before UNITE launches, the shutdown was successful. If the system returns to the same frozen screen, the reboot did not work, and the issue will persist. Repeat the force shutdown steps.

Windows desktop

If Wi-Fi and Internet access are functioning properly after applying the script:

• There is no need to reboot MOVE Pro.

Please check below for other troubleshooting steps.

 

 

2. Step 2: Verify TRIOS Software Version
   Ensure that TRIOS software version 1.18.8.10 or newer is installed on the system.

3. Step 3: Resolve Scanner Connectivity
   Once internet and software requirements are confirmed, proceed with standard steps to fix scanner connectivity (please find below).

 

!MOVE Pro supports TRIOS 5 and TRIOS 6 only. It is not compatible with TRIOS 3, TRIOS Core, or TRIOS 4.

MOVE Pro utilizes a TP-Link TX20U USB Wi-Fi adapter to establish the wireless connection between the scanner and MOVE Pro. This connection works through a Mobile hotspot, not a Hosted Network.

Make sure the following are correct:

• The customer is using TRIOS 5 or TRIOS 6.
• MOVE Pro is powered on and fully booted.
• The scanner has a charged battery.
• The correct TP-Link TX20U adapter is inserted.

If any of these are not correct → fix them, then retry the connection.

• Open Windows Device Manager on the MOVE Pro.
• Expand Network adapters.
• Confirm you see the following device:

TP-Link Wireless USB Adapter

If the adapter is not listed → try:

• Reinsert the adapter in the same port (if possible)
• Avoid USB hubs (especially unpowered hubs).

Steps to Open the Service Bay

1. Release the top snap.
   Press to open the top snap of the service bay cover.

2. Slide off the deco panel.
   After the top snap is released, press straight down on the metal-gray deco panel. The panel will slide off the remaining snaps.

Tip: This sliding method reduces stress on the snaps compared to pulling them outward.

3. Remove both side panels.
   The deco panels on both sides must be removed to access the two 2 mm in-hex screws.

The adapter driver installation can be corrupted sometimes. The TX20U might show up as a CD-ROM drive instead of as a network adapter. The driver installation program must be reinstalled to fix this problem. 

If the adapter still does not appear → the adapter may need replacement.
     

The TP-Link TX20U adapter supports two Wi-Fi channel groups:

• 36–48 (recommended — stronger signal)
• 149–161 (weaker signal due to regulatory limits)

(You do not need to configure this manually — just confirm it is not set to high channels if the customer has changed settings).

MOVE Pro uses Wireless Service to enable scanner communication.

1. On MOVE Pro, open a browser.
2. Go to: http://127.0.0.1:8000/3ShapeWirelessService

• If the page opens → Wireless Service is running.
• If the page does not open → restart MOVE Pro.

If the page still does not open → the wireless service may not be installed or may be blocked. At this stage, hand over to 3Shape Support.

1. Turn OFF the scanner
2. Turn OFF MOVE Pro
3. Wait 10 seconds
4. Turn MOVE Pro ON
5. Turn the scanner ON

Allow up to 30–60 seconds for the connection to be established.

The wireless signal strength depends on placement:

1. Keep the scanner within 1–2 meters of MOVE Pro during connection
2. Do not block the scanner antenna (located near the battery)
3. Try holding the scanner closer to the tip, not the rear.

If the signal is weak → the scanner may disconnect when transferring data.

In some cases, after the MOVE Pro device wakes up from sleep mode, the TP-Link TX20U adapter may not be detected as a Wi-Fi adapter in Windows and instead appears as a USB storage device. As a result, the scanner cannot connect.
One possible reason for this behavior is that drivers for other Realtek-based Wi-Fi adapters were installed on the device. For example, installing the TX20UH driver may overwrite the correct configuration by replacing the TX20U setup with the WifiAutoInstallSrv service.
To resolve the issue, uninstall any non-TX20U Wi-Fi driver applications and then reinstall the official TX20U driver.

How to resolve:

Open the Wireless Service driver check page in the browser:
http://127.0.0.1:8000/3ShapeWirelessService/checkfordriverupdate

• This will automatically check and restore the driver.
• (Optional) To prevent this issue:
  • Open Control Panel → Power Options → Change advanced power settings
  • Expand USB settings
  • Set USB selective suspend → Disabled

When to escalate:
If the adapter still appears as a USB storage device after the driver recovery — escalate to 3Shape Support.

To ensure stable wireless scanning performance, make sure that the TP-Link wireless adapter drivers are up to date. You can trigger an automatic driver check and update by opening the following link on the MOVE+ / MOVE Pro device:
http://127.0.0.1:8000/3ShapeWirelessService/checkfordriverupdate

1. If the page returns true – the drivers were checked and updated (if needed).
2. If the page returns false – check Windows Event Viewer or Wireless Service logs for adapter-related errors. In this case, continue with manual driver verification or update.

How to verify that the correct drivers are installed:

For TX20U adapters:

In Device Manager → Adapter Properties → Advanced tab, the adapter should have the following settings available:

• SoftAP Bandwidth Selection
• SoftAP Channel Selection

If these entries are present — the correct driver is installed.

Driver installation files are located at: C:\Program Files\3Shape\Wireless Service\Drivers

1. To update TX20U drivers, run:
2. TP-Link_TX20U_SetupInstall.exe

Do not install both TX20U and TX20UH drivers — the customer uses only one adapter type.

• Open Device Manager
• Go to Network adapters
• Right-click the TP-Link adapter → Update Driver
• Select Browse my computer for drivers
• Navigate to the Wireless Service → Drivers folder
• Confirm and install

Search for available drivers→ Have Disk→ Browse



Choose the driver in the path C:\Program Files\TP-Link\Archer TX20U\WifiAutoInstall\Driver\Win10X64 and click OK.

If the issue is still not resolved after following the steps above, please contact our 3Shape Support Team.
Before reaching out, make sure you have:

• MOVE Pro serial number
• TRIOS scanner serial number
• Software versions (Move Pro + scanner)
• A brief description of what was already tried
• Screenshots of the Wi-Fi network list (if possible)

This information helps our Support to identify the problem faster and reduce the time to resolution.