Contents:
Ⅰ Cannot connect Tacker & Scanner
Ⅱ Cannot connect Tracker or Scanner
Ⅳ Gimbal Disconnected In Calibration
Ⅴ Error Message: Device is abnormal. Restart the device and software, and retry
Ⅰ Cannot connect Tacker & Scanner.
Situation: correctly connect hardware, but it shows “Tracker Disconnected, Scanner Disconnected” on Revo Track Software.
Troubleshooting Steps:
1. Check the indicators on the back side of the Tracker.
Indicators show red --- please turn on the power switch. When the right LED turns green, a short beep sounds, and the software shows connected.
If the indicators show correctly but are still disconnected(the connection port must support USB 3.0 or above), and your PC is compatible with the hardware requirements of Trackit confirm you have downloaded the latest software Revo Track, go to step 2.
Minimum PC Requirements:
System Version: Windows 10/11 (64-bit)
RAM: 32GB
CPU: Intel i7 13th Gen or better / AMD Ryzen 7 above the 7000 series
GPU: NVIDIA GeForce RTX 3050 (8GB)
2. Check the settings on your PC.
(1) Check drivers and devices recognition
Go to Device Manager - Camera on your PC, check if the listed items are read as Scanner-DepthCam, Scanner-RGBCam, Tracker-DepthCam.
If the cameras displayed are not shown as above, please check the Device Manager for any read as Unknown Devices/PCI Devices/USB Video Device/Class for rockusb devices, or other devices marked with a yellow exclamation mark ⚠️. Please follow the steps below to update the driver:
Right-click on Unknown Devices/PCI Devices/USB Video Device/Class for rockusb devices, and select Update Driver.
Click Browse my computer for devices
Click Let me pick from a list of available drivers on my computer
Click USB Composite Device or Camera
Click Next and update the driver
Once the update is complete, check the Device Manager - Camera again. The cameras should now appear as Scanner-DepthCam, Scanner-RGBCam, Tracker-DepthCam.
If the update fails, right-click to uninstall the drive. Restart your computer, and Windows will automatically reinstall the driver once connected to the internet.
(2) Check camera settings on your PC
① Click Settings-Camera Settings-privacy settings, allow camera access, applications to access the camera, and allow desktop applications access to the camera
② Open the camera device settings and ensure that the three cameras are displayed (Scanner-DepthCam, Scanner-RGBCam, and Tracker-DepthCam).
③ Open Camera on your PC, click Settings, enable the "Show advanced controls for photos and videos" option, and set "Default settings" to "Use system settings".
(3) Check if the Revo Track is blocked by the firewall
Open System and Security - Windows Defender Firewall.
Click Allow an app through Windows Firewall, look for Revo Track in the list.
Make sure both Private and Public networks are checked.
If it is not listed, click Allow another app to manually add the Revo Track main program.
(4) Run the Revo Track as administrator
Right-click the Revo Track icon, select [Run as administrator] to avoid insufficient permissions that may prevent access to USB/camera devices.
(5) Antivirus/security tools on PC
Temporarily disable security software such as 360 Safe Guard, Tencent PC Manager, Huorong, McAfee, or Kaspersky, and try again.
(6) Restart the Trackit and PC
Unplug the blue cable first. Then restart Tracker. Once the power is on and you hear a beep, reconnect the blue PC cable to your computer and check if it shows connected in the software.
(7) Uninstall the driver and restart
In Device Manager-Cameras, right-click and select Uninstall Driver for each of the three cameras one by one.
Unplug the Tracker Blue cable from both the PC and the power socket.
Reconnect Trackit and restart the Revo Track software to check.
(8) If other external devices(such as USB drives) are connected to USB ports on your PC, unplug them first, then reconnect the blue cable to the computer and check whether the scanner connects properly.
3. If all the above steps do not help, please try to use another computer, or send an email to customer@revopoint3d.com for further help.
Ⅱ Cannot connect Tracker or Scanner.
Situation: correctly connect the hardware, but it shows that Tracker or Scanner is disconnected.
Troubleshooting steps:
1. If it shows Scanner Disconnected, please tighten and screw both ports of the black Scanner Cable, and ensure the indicator on the Scanner shows green.
2. If it shows Tracker Disconnected, unplug the Scanner cable and check if it shows the Tracker connected now in the software.
If these two steps don’t help and the issue still exists, please go to point 3.
3. Check the settings on your PC.
If other external devices(such as a USB drive) are connected to USBp ports on your PC, unplug them first, then reconnect the blue cable to the computer and check whether the scanner connects properly.
(1) Check drivers and devices recognition
Go to Device Manager - Camera on your PC, check if the listed items are read as Scanner-DepthCam, Scanner-RGBCam, Tracker-DepthCam.
If the cameras displayed are not shown as above, please check the Device Manager for any read as Unknown Devices/PCI Devices/USB Video Device/Class for rockusb devices, or other devices marked with a yellow exclamation mark ⚠️. Please follow the steps below to update the driver:
Right-click on Unknown Devices/PCI Devices/USB Video Device/Class for rockusb devices, and select Update Driver.
Click Browse my computer for devices
Click Let me pick from a list of available drivers on my computer
Click USB Composite Device or Camera
Click Next and update the driver
Once the update is complete, check the Device Manager - Camera again. The cameras should now appear as Scanner-DepthCam, Scanner-RGBCam, Tracker-DepthCam.
If the update fails, right-click to uninstall the drive. Restart your computer, and Windows will automatically reinstall the driver once connected to the internet.
(2) Check camera settings on your PC
①Click Settings-Camera Settings-privacy settings, allow camera access, applications to access the camera, and allow desktop applications access to the camera
②Open the camera device settings and ensure that the three cameras are displayed (Scanner-DepthCam, Scanner-RGBCam, and Tracker-DepthCam).
③Open Camera on your PC, click Settings, enable the "Show advanced controls for photos and videos" option, and set "Default settings" to "Use system settings".
(3) Missing driver
If the issue persists, it may be due to a missing driver: Intel HID Event Filter Driver. It is recommended to download and install this official driver from your computer brand's official website, then try to connect and check again.
4. Restart the Trackit and PC
For steps above, please restart the PC and devices after each update. Please unplug the tracker blue cable, restart the PC and Trackit. Once the power is on and you hear a beep, reconnect the blue PC cable to your computer and check.
5. If all the above steps do not help, please try to use another computer, or send an email to customer@revopoint3d.com for further help.
Ⅲ Unstable Connection Issue
Situation： Tracker and scanner can be connected successfully, but during use, the software frequently switches between Connected and Disconnected status, causing an unstable connection.
Troubleshooting steps:
1. Check cable connection
Please check and screw all the cables of the ports first, unplug and reconnect them to restart and check.
2. Disable Firewall and antivirus/security tools
Try disabling the computer’s firewall and antivirus software, then observe the connection status again.
3. Confirm hardware requirements and USB port
Ensure that the computer meets the required specifications.
Ensure the computer port supports USB 3.0 or above transfer speed.
If you are using the adapter, make sure it also supports USB 3.0 or above transfer speed.
4. If all the above steps do not help, please try to use another computer, or send an email to customer@revopoint3d.com for further help.
Ⅳ Tracker/Scanner Gimbal Disconnected In Calibration
Situation: Tracker Gimbal or Scanner Gimbal disconnected in the calibration page.
Troubleshooting steps:
1. Check cables and connections.
Confirm the two yellow cables are tightened and screwed correctly.
Restart Trackit first. Reconnect the two yellow gimbal cables.
Once the power is on and you hear a beep, reconnect the blue PC cable to your computer and check if it shows connected in the software.
2. Check indicators on the gimbal
The blue indicator light is located to the right of the gimbal's Type-C port, and it shows:
- Solid on = connected to the software
- Flashing = powered on but not yet connected
If the indicator light does not turn on at all, please switch the short and long yellow cables to connect and check if it's a cable issue. Or use the same cable to connect two gimbals to check if it is a gimbal issue.
3. If the light shows blue correctly but the gimbal is still not connected, all the above steps cannot help; please send an email to customer@revopoint3d.com for further help.
Ⅴ Connected. Error Message: Device is abnormal. Restart the device and software, and retry
1. Please click "OK", unplug cables, reconnect your device, and restart the Revo Track software to try again. If it is not resolved, move to point 2.
2. Check camera settings on your PC
① Click Settings-Camera Settings-privacy settings, allow camera access, applications to access the camera, and allow desktop applications access to the camera
② Open the camera device settings and ensure that the three cameras are displayed (Scanner-DepthCam, Scanner-RGBCam, and Tracker-DepthCam).
③ Open Camera on your PC, click Settings, enable the "Show advanced controls for photos and videos" option, and set "Default settings" to "Use system settings".
3. Check drivers and devices recognition
Go to Device Manager - Camera on your PC, check if the listed items are read as Scanner-DepthCam, Scanner-RGBCam, Tracker-DepthCam.
(1) If the cameras displayed are not shown as above, please check the Device Manager for any read as Unknown Devices/PCI Devices/USB Video Device/Class for rockusb devices, or other devices marked with a yellow exclamation mark ⚠️. Please follow the steps below to update the driver:
Right-click on Unknown Devices/PCI Devices/USB Video Device/Class for rockusb devices, and select Update Driver.
Click Browse my computer for devices
Click Let me pick from a list of available drivers on my computer
Click USB Composite Device or Camera
Click Next and update the driver
Once the update is complete, check the Device Manager - Camera again. The cameras should now appear as Scanner-DepthCam, Scanner-RGBCam, Tracker-DepthCam.
If the update fails, right-click to uninstall the drive. Restart your computer, and Windows will automatically reinstall the driver once connected to the internet.
(2) If the cameras are read normally as Scanner-DepthCam, Scanner-RGBCam, Tracker-DepthCam on Device Manager, but I still get the error of abnormal devices.
Step 1: Right-click and select Update Driver for each of the three cameras one by one.
Click Browse my computer for devices
Click Let me pick from a list of available drivers on my computer
Click USB Composite Device
Click Next and update the driver
Once finished, restart the Revo Track and check again.
Step 2: If it is not resolved, right-click and select Uninstall Driver for each of the three cameras one by one.
Click Uninstall.
Unplug the Tracker from both the PC and the power socket.
Reconnect Trackit and restart the Revo Track software.
Once connected, please check again.
4. Restart the Trackit and PC
After the drivers are updated, restart Trackit first. Once the power is on and you hear a beep, reconnect the blue PC cable to your computer and check.
5. If all the above steps do not help, please try to use another computer, or send an email to customer@revopoint3d.com for further help.
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