I have an issue connecting my scanner – Revopoint 3D Support

Contents

1. Ensure power supply and PC requirements

3. Check system permissions on your PC

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1. Ensure power supply and PC requirements

Please first confirm that the scanner is properly powered on (the indicator light on the back of the scanner turns green) and your computer meets the following requirements:

① Make sure your computer meets the minimum system requirements, the USB port supports USB 3.0 or above, and you are using the original cables provided with the device.

② If other external devices (such as a USB drive) are connected to USB ports on your PC, unplug them first, then reconnect the PC cable to the computer and check whether the scanner connects properly.

③ If you are using an adapter, make sure it supports USB 3.0 data transfer speed and provides power delivery.

2. Check drivers on your PC

If the above checks have been completed but the issue persists, please follow the steps below to check drivers:

① Check driver installation and device recognition:

Open Device Manager, and the Camera devices should be listed as follows:

For the Trackit, there are three listed (Scanner DepthCam, Scanner RGBCam, and Tracker-DepthCam).

For regular scanners, there are two devices (DepthCam and RGBCam).

For scanners without a color scan function, there is only DepthCam.

② 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 ⚠️.

If so, unplug the cable, restart the computer, then reconnect and check again.

③ If the device still shows a yellow exclamation mark, right-click it → Update driver → Browse my computer for devices →Let me pick from a list of available drivers on my computer → Select USB Composite Device or Camera to update.

④ If updating fails, right-click the device → Uninstall driver → restart your computer.

Windows will automatically reinstall the driver once connected to the internet.

3. Check system permissions on your PC

After the steps above, please also check your computer’s permission settings:

① Camera Privacy Settings

Go to Settings → Privacy → Camera, and check:

“Allow apps to access your camera” is turned ON.

“Allow desktop apps to access your camera” is turned ON.

Then, open your Camera Settings and make sure the following devices are detected:

Scanner-DepthCam, Scanner-RGBCam, Tracker-DepthCam

(Device quantity may vary by model. For the trackit, there are three, for regular scanners are two, and for scanners without a color scan function, there is only one.)

② Firewall settings

Check if the connection is blocked by the firewall. You can temporarily disable the firewall or perform the following steps:

Go to Control Panel → System and Security → Windows Defender Firewall.

Click “Allow an app through Windows Defender Firewall” on the left.

Look for your scanner software (eg, Revo Track, Revo Metro, or Revo Scan) in the list.

Ensure both Private and Public functions are selected.

If not listed, click “Allow another app” to manually add the scanner software.

③ Run as administrator

Right-click the software (eg, Revo Track / Revo Metro / Revo Scan) → Run as administrator, to prevent insufficient permission from blocking access to USB or camera devices.

④ Disable antivirus or security software

Temporarily disable antivirus software such as 360 Total Security, Tencent PC Manager, Huorong, McAfee, or Kaspersky.

Some security programs may block the scanner software from accessing camera data or starting related services.

4. Error Notice - Camera Error

If the scanner is connected properly but a camera error message appears when creating a new project, please check with the following steps:

① Make sure your computer meets the minimum system requirements, the USB port supports USB 3.0 or above, and you are using the original cables provided with the device.

② Verify that the drivers are correctly recognized as described in Step 2.

If they are, disconnect the scanner, restart the computer, and try again.

If the problem persists, right-click and uninstall the camera drivers, then restart the computer and check again.

5. If all of the above steps do not help and the issue remains, please try with another PC (if driver updates fail, you can also download related drivers from your computer manufacturer’s official website), or contact customer@revopoint3d.com for technical assistance.

Got any issues connecting to the mobile phone?

I have a problem connecting the scanner