TRIOS 3/TRIOS 4 Wired is not connecting to PC/Cart/MOVE

Wired TRIOS scanners (TRIOS 3 Wired and TRIOS 4 Wired) may fail to connect or show an unstable connection to a PC, Cart, or MOVE unit for several reasons. Identifying the root cause is essential for effective troubleshooting. In TRIOS software, you may see the following message, either continuously or appearing intermittently:

Troubleshooting Steps for Unstable Connections

Step 1: Make sure that neither the scanner nor any part of the scanner system shows any signs of physical damage.

Step 2: Ensure that the scanner and all Pod system components are properly connected, with all cables fully inserted and the correct connection order followed. All required parts must be present. If it is a Pod system and the PC has an Ethernet port, try connecting directly with the Ethernet cable (without USB-to-Ethernet adapter).

 
TRIOS 3 Pod system                                                                              TRIOS 4 Pod system

Step 3: Check the color of the LED indicator on the scanner or POD. If there is a green light (picture below on the left) it means that the Pod is powered on whether the scanner is connected or not. Blue color (right) indicates a connection issue due to a problem in the scanner or the Pod.

Step 4: Try a cross-check by using a different Ethernet cable/ Ethernet-USB adapter (Pod systems). Verify that there is no physical damage to the cables, otherwise, they need to be replaced. 

Step 5: Connect the scanner to another USB port/ Ethernet socket in the PC

Step 6: Check with another PC/Cart/Pod/Trios 4 Cord if you have one. 

Step 7: Rule out the possibility of local restrictions (IT personal help might be required)

• Temporarily disable firewall, antivirus, or any other 3rd-party software that can block TRIOS software or network adapters. If disabling one of them made the scanner visible it means it was blocking TRIOS from connecting properly.

• Add exceptions for DentalDesktop.exe into firewall/antivirus accordingly if confirmed that it was causing the issue and local IT personnel allow it.

Contact 3Shape Support if you have any further questions.

For full information on correct usage consult the official Safety and Setup Guide and the most current Manual.