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I have an issue connecting my scanner

Revopoint3D
Updated

  • USB Connection

Windows OS

1. Download and Update the Software

2. Ensure power supply and PC requirements

3. Check drivers on your PC

4. Check system permissions on your PC

5. Error Message - Camera Error

6. Send log folders

macOS

1. Download and Update the Software

2. Ensure power supply and Mac requirements

3. Try a Different USB Port or Cable

4. Check Whether Your Mac Detects the Scanner

5. Quit Conflicting Applications

6. Send log folders

Android

1. Download and Update the Software

2. Check Your Android Requirements

3. Check the Cable and Power Supply

4. Check the USB Authorization Prompt

5. Send log folders

  • WiFi Connection

iOS & Android & Windows & macOS

1. Check the Software, OS Version, and Power Supply

2. If You Cannot Find the Scanner's Wi-Fi

3. If the Wi-Fi Is Connected but Revo Scan Shows "Disconnected"

4. Still Not Connected?

5. Send log folders

 

USB Connection

Windows OS

1. Download and Update the Software

Make sure you have installed the correct software version for your scanner and update it to the latest version.

https://support.revopoint3d.com/hc/en-us/articles/7777366956827-How-do-I-download-and-use-the-software

2. 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. Note: The 2-in-1 short cable is for the phone ONLY if your scanner includes one.

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. 

3. 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:

Right-click the Windows icon to 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).

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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 ⚠️. 

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

③ If the device still shows Unknown Devices/PCI Devices/USB Video Device/Class for rockusb devices, or other devices marked with 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  → Next → Update.

④ If updating fails or does not solve the issue, right-click the device → Uninstall driver → restart your computer.

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

4. 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 are selected.

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

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③ Run as administrator

Right-click the software (eg, Revo Track / Revo Metro / Revo Scan) → Run as administrator to prevent insufficient permissions 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.

 

5. Error Message - Camera Error

Error Message Type 1:

Camera Error

Could not obtain camera information, please restart the scanner.

Error Message Type 2:

Attention
Startup failed. Reconnect the scanner and retry

Error Message Type 3:

Failed to set camera parameters.
Click "OK" to exit this calibration. Please reconnect your device and try again.

If the scanner is connected properly but a camera error message appears when creating a new project or doing a calibration, please check 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. Note: The 2-in-1 short cable is for the phone ONLY if your scanner includes one.

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.

⓷ Search for "Camera" in your computer settings and open the Camera settings. Then, click "Settings".

Enable the "Show advanced controls for photos and videos" option, and set "Default settings" to "Use system settings".


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

⓸ 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.

6. Send log folders

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 send the log folders to customer@revopoint3d.com for technical assistance.

 

USB Connection

macOS

1. Download and Update the Software

Make sure you have installed the correct software version for your scanner and update it to the latest version.

https://support.revopoint3d.com/hc/en-us/articles/7777366956827-How-do-I-download-and-use-the-software

2. Ensure power supply and Mac requirements

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

① Make sure your Mac 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. Note: The 2-in-1 short cable is for the phone ONLY if your scanner includes one.

② If other external devices (such as a USB drive) are connected to USB ports on your Mac, unplug them first, then reconnect the cable to the Mac 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. 

3. Try a Different USB Port or Cable

Try connecting the scanner to a different USB 3.0 or higher port on your Mac.

If the issue persists, try using a different compatible USB cable.

This can help rule out issues such as:

  • A faulty or aging USB port
  • A damaged USB cable
  • A short circuit or poor connection

4. Check Whether Your Mac Detects the Scanner

Please check whether your Mac recognizes the scanner through System Information:

  1. Click the Apple logo in the upper-left corner.
  2. Select About This Mac.
  3. Click More Info.
  4. Scroll down and click System Report.
  5. In the left sidebar, select Hardware > USB.
  6. Check whether the scanner appears in the USB device list.

5. Quit Conflicting Applications

Please check whether any of the applications shown below are installed and currently running on your Mac.

Such as Google Drive, Dropbox, OneDrive, Preview app on macOS Ventura, SmartSwitch, Garmin Express.

If any of them are running, quit the applications completely and then try connecting the scanner again.

6. Send log folders

If all of the above steps do not help and the issue remains, please send the log folders to customer@revopoint3d.com for technical assistance.

 

USB Connection

Android

1. Download and Update the Software

Make sure you have installed the correct software version for your scanner and update it to the latest version.

https://support.revopoint3d.com/hc/en-us/articles/7777366956827-How-do-I-download-and-use-the-software

2. Check Your Android Requirements

https://support.revopoint3d.com/hc/en-us/articles/16660918097819-What-OS-operating-system-does-the-scanner-require

3. Check the Cable and Power Supply

When using a wired connection with an Android device:

  • Use the 2-in-1 cable provided for mobile connections. If your scanner doesn't include one, get it at https://www.revopoint3d.com/products/2-in-1-type-c-mobile-cable
  • Connect the scanner to a power bank or power socket for power. Don't power it using the phone directly.
  • If using a power bank, make sure it is turned on and has sufficient charge.
  • Confirm that the scanner is properly powered on (the indicator light on the back of the scanner turns green)

⚠️ Note: POP and INSPIRE do not include a 2-in-1 cable. POP 4 doesn't support USB connection.

4. Check the USB Authorization Prompt

After connecting the scanner to your Android phone, a USB authorization prompt will appear.

If you see any authorization or permission prompts, tap Allow to grant the required permissions.

If the authorization prompt does not appear:

  1. Disconnect the scanner from the phone.
  2. Disconnect the Type-C connector.
  3. Reconnect the scanner and the Type-C connector securely.
  4. Check whether the authorization prompt appears again.

5. Send log folders

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 send the log folders to customer@revopoint3d.com for technical assistance.

 

 

WiFi Connection

iOS & Android & Windows & macOS

If your device (iPhone, iPad, Android phone or tablet, Windows PC, or Mac) cannot connect to the scanner via Wi-Fi, follow the troubleshooting steps below.

1. Check the Software, OS Version, and Power Supply

Before troubleshooting the Wi-Fi connection, make sure:

 

2. If You Cannot Find the Scanner's Wi-Fi

If the scanner's Wi-Fi network does not appear on your device:

  • Connect the scanner to a computer using the 2-meter USB cable.
  • Open Revo Scan and click Settings.
  • Check the scanner's Wi-Fi SSID and password.
  • Make sure the scanner is set to Host Connection Mode.
  • Use the displayed SSID and password to connect your device to the scanner. If the Wi-Fi SSID or password has been changed, use the updated information to connect your mobile device to the scanner.
  • Change the Region setting from “Auto” to your actual region.

3. If the Wi-Fi Is Connected but Revo Scan Shows "Disconnected"

If your device is connected to the scanner's Wi-Fi but Revo Scan still shows the scanner as disconnected, check the following:

Allow Local Network Access(iOS only)

Go to:

Settings > Privacy & Security > Local Network > Revo Scan

Make sure Local Network access is enabled for Revo Scan.

 

Keep the Scanner's Wi-Fi Connection

When the device warns that the WLAN does not appear to be connected to the Internet, select:

  • Keep Trying WLAN, or
  • Connect WLAN Anyway

⚠️ Do not switch to Cellular Data or another network. Keep your device connected to the scanner's Wi-Fi network.

Reconnect to the Wi-Fi

If Revo Scan still cannot connect:

  1. Open the Wi-Fi settings on your device.
  2. Select the scanner's Wi-Fi network and choose "Forget This Network".
  3. Connect to the scanner's Wi-Fi again.
  4. Open Revo Scan and check the connection.

4. Still Not Connected?

If the problem persists, another computer or mobile device may already be connected to the scanner.

Try the following:

  • Disconnect any other device connected to the scanner.
  • Restart the scanner.
  • Restart your device.
  • Reconnect to the scanner's Wi-Fi and open Revo Scan.

If possible, test the scanner with another phone, tablet, or computer. This can help determine whether the issue is related to the scanner or the original device.

5. Send log folders

If all of the above steps do not help and the issue remains, please send the log folders to customer@revopoint3d.com for technical assistance.

Note:

For the POP scanner, please read this article.

 

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