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

Identifying Connection Issues with Wired TRIOS Scanners: Overview

Wired TRIOS scanner (TRIOS 3 Wired and TRIOS 4 Wired) may be not connecting or have an unstable connection to a system (PC/Cart/MOVE) due to several reasons. Therefore, it is important to understand the root cause of the issue during troubleshooting of such cases.

In the TRIOS software you might only see the following message, or it might pop intermittently: 

Troubleshooting Steps for Unstable Connections: Root Cause Analysis

1. I. Make sure that neither the scanner nor any part of the scanner system shows any signs of physical damage.
2. Ensure that the scanner or the parts of the Pod system are all properly connected
   • cables should be fully inserted
   • The order of connection should be followed, and all the parts should be present:

TRIOS 3 Pod system 

TRIOS 4 Pod system

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).

3. Check the color of the LED indicator on the scanner or POD

Green color means that the power is applied whether the scanner is connected or not

Blue color indicates a connection issue due to a problem in the scanner or the Pod

4. Try a cross-check
   • Use a different Ethernet cable/ Ethernet-USB adapter (Pod systems)

NOTE: Verify that there is no physical damage to the cables, otherwise, they need to be replaced. 

• Connect the scanner to another USB port/ Ethernet socket in the PC
• Check with another PC/Cart/Pod/Trios 4 Cord if you have one. 

NOTE: Make sure that the scanner does not disconnect when moving the scanner. If so, there might be physical damage to the cord at the back of the scanner, which goes directly to the mainboard, and the scanner would have to be sent for repair. 

5. Exclude the possibility of local restrictions

• 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.

If the scanner not connecting or disconnecting was not solved by the steps described above, please contact 3Shape support.