There are the top 9 problems of the POP scanner you may encounter when connecting it to your smart devices(including PC and smartphone), please read this article and find a solution.
If you find the screenshots too small to read, please zoom in on this webpage to see them.
- Problem 1: The indicator light never turns green, it stays blue or it doesn't turn on at all.
- Problem 2: The RGB camera doesn't have any images.
- Problem 3: The Depth camera doesn't have any images.
- Problem 4: The central preview window doesn't have any images.
- Problem 5: It keeps saying 'Please connect a device'
- Problem 6: It shows Error code 7
- Problem 7: It is repeating 'connected and disconnected'
- Problem 8: The software crashed.
- Problem 9: It says 'Out of Memory'
Problem 1: The indicator light never turns green, it stays blue or it doesn't turn on at all.
Normally, after plugging the scanner into the laptop/power socket, the LED indicator on the back should turn Green- Red- Blue- Green, and stay Green when the scanner has finished starting up.
Solutions:
Step 1: Plug the scanner into a USB 3.0 port (If the port is lower than USB 3.0, it won’t provide enough power for the scanner) on your laptop. Normally, the indicator light will turn solid green after 15 seconds. If not, try step 2.
Step 2: Plug the scanner into the power socket instead; observe the change in the indicator light. If it still doesn't turn solid green, try step 3.
Step 3: Plug the scanner into the power socket with the 2-in-1 cable instead. If the indicator light still doesn't turn solid green, please go to step 4.
Step 4: Record a video to show the light changing status and send it tocustomer@revopoint3d.com
Problem 2: The RGB camera doesn't have any images.
The RGB camera doesn't show any images, while the Depth Camera and central preview window work normally. In this situation, you should confirm that "A scanner is connected” is displaying on Revo Scan’s status bar, then slide the RGB camera's brightness bar to the right to check if the camera is correctly adjusted for a dark environment.
If that doesn’t work, you will need to confirm that the scanner is recognized as a camera on your PC or phone. To do this, check the PC or phone's Firewall or Privacy Access.
Solutions:
-
Step 1: Check the Firewall and Camera's Access
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Step 2: Reboot Revo Scan and scanner
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Step 3: Try Wi-Fi mode on a phone
Step 1:
1) Confirm that Revo Scan shows "A scanner is connected” in the status bar.
2) Confirm no other devices are taking the PC‘s camera access at the same time.
3) Target the white statue (that came with your scanner), and move the RGB camera’s brightness slider to the right.
4) Go to the PC's Device Manager -> Cameras, and confirm the Serial Numbers of the RGB camera and Depth camera are displayed.
5) Go to the computer's Settings -> System and Security -> Windows Defender Firewall -> Allowed apps and ensure that Revo Scan is allowed access.
6) Go to Settings -> Privacy & Security -> Cameras -> Turn on Let desktop apps access your cameras, and Revo Scan is listed.
Step 2:
If all the steps above have been done, but the RGB camera still doesn't show any images, please restart Revo Scan and scanner and check if it helps.
Step 3:
If a restart doesn't help, please try Wi-Fi mode on the phone instead to help isolate if it’s a problem with the scanner or laptop.
Click VIDEO and watch it from 1:03.
If Wi-Fi mode on the phone doesn't help with this problem, record a video to show the problem and send it tocustomer@revopoint3d.com.
Problem 3: The Depth camera doesn't have any images.
The Depth camera doesn't show any images, while the RGB Camera and central preview window work normally. In this situation, you should confirm that "A scanner is connected” is displaying in Revo Scan’s status bar and move the Depth camera’s brightness slider to the right to check if it is correctly adjusted for a dark environment.
Using a Windows PC as a reference.
Solutions:
Step 1: Target the white statue (that came with your scanner), slowly move the Depth camera and RGB camera’s brightness slider to the right and check if there are any images in the Depth Camera and central preview window.
Step 2: If step 1 doesn't help, move the sculpture close to the scanner and then move it away to check if the distance indicator bar changes.
Step 3: If the distance indicator bar doesn't change, reboot the Revo Scan and the scanner and check if it works correctly this time.
Step 4: If a reboot doesn't help, please try Wi-Fi mode on the phone instead to help isolate if it’s a problem with the scanner or laptop.
Click VIDEO and watch it from 1:03.
If none of the above steps fixed the problem. Please record a video to show the software version and the problem and send it tocustomer@revopoint3d.com
Problem 4: The central preview window doesn't have any images.
The central preview window doesn't show any images, while the RGB Camera and Depth Camera work normally. In this situation, you should confirm that "A scanner is connected" is displaying in Revo Scan’s status bar and follow the steps below for troubleshooting.
Solutions:
Step 1: In Revo Scan, click “Setting,” then ensure that the "Enable hardware accelerated rendering” box is unchecked. Close Settings once you’ve checked.
Step 2: Target the white statue (that came with your scanner), keep it at an "Excellent" distance, adjust the RGB camera and Depth camera’s brightness till it's clear in the left-sided preview windows, click the "Start" button, and see if any images show in the central preview window.
Step 3: After doing steps 1 and 2 but the central preview window still doesn't have any images, please reboot the Revo Scan and the scanner, and recheck if the central preview window has images.
Step 4: If, after doing step 3, the problem remains, please try the Type-C cable or another USB port. If that still doesn’t fix it, try Wi-Fi mode on the phone to help isolate if it’s a problem with the scanner or laptop.
Click VIDEO and watch it from 1:03.
If none of the above steps fixed the problem. Please record a video to show the software version and the problem, and send it to customer@revopoint3d.com
Problem 5: It keeps saying 'Please connect a device'
After the scanner’s LED indicator turns solid green, open the PC's Device Manager -> Go to Cameras -> Check if the Serial Number of Depth Camera and RGB Camera are displayed.
Based on the two conditions above, the scanner usually works.
Troubleshooting:
Situation 1: The serial numbers are not displaying.
Solutions:
Plug the scanner into another USB 3.0 port, and check the indicator light. The color should change before it stays solid green.
If the indicator light never turns solid green, record a video and send it to customer@revopoint3d.com for further assistance.
Situation 2: The scanner is recognized as Other devices-Unknown devices. 
Solutions: Disconnect and reconnect the scanner’s USB cable to the laptop, wait for the scanner to turn on, and open the PC's Device Manager -> Go to Cameras -> Check if the Serial Number of Depth Camera and RGB Camera are displayed. If it still shows as an Unknown Device. Please send the Serial Number to customer@revopoint3d.com, we will recall this scanner for further analysis and send a replacement.
Situation 3:It is shown as a Rockusb device.
Solutions: Please send the SN(Serial Number) to customer@revopoint3d.com for further help.
Problem 6: It shows Error code 7
Solutions:
Step 1: Restart Revo Scan, and wait for the scanner to be connected.
Step 2: If step 1 doesn't help, reboot the scanner and Revo Scan both, and confirm the LED light changes normally before it turns solid Green, waiting for the scanner to be connected.
Step 3: If step 2 doesn't work, try the Wi-Fi mode with a phone.
Click VIDEO and watch it from 1:03.
Step 4: If step 3 doesn't help, please send the logs folder to customer@revopoint3d.com;
you can find it here:
c:\Users\username\RevoScanData\logs
Or
Finder->Macintosh HD->Users->RevoScanData->logs
Problem 7: It is constantly 'connected and disconnected'
This happens when the power supply is insufficient or your PC denies the software access. Check that the PC is fully charged and that the scanner is connected to a USB 3.0 port. Then go to the PC's Settings -> System and Security -> Windows Defender Firewall -> Allowed apps, and confirm that Revo Scan is allowed access.
Also, go to PC's Settings -> Privacy & security -> Cameras -> Turn on Let desktop apps access your cameras, and Revo Scan is listed.
Solutions:
Step 1: Try other USB 3.0 port on your PC and see if the connection is stable.
Step 2: If step 1 doesn't help, restart Revo Scan and the scanner.
Step 3: If step 2 doesn't work, try Wi-Fi mode with a phone to help isolate if it’s a problem with the scanner or laptop.
Click VIDEO and watch it from 1:03.
If none of the above steps fixed the problem. Please record a video to show the problem and send it to customer@revopoint3d.com
Problem 8: The software crashed.
Before you begin, make sure the OS meets the system requirements.
Windows 7 is not supported.
Solutions:
Step 1: Close any other running apps, open the Revo Scan, and start the scanning process;
Step 2: If step 1 doesn't help, screenshot the Revo Scan software version and your phone or PC's specification data, and send them to customer@revopoint3d.com
Problem 9: It says 'Out of Memory'
This problem can occur using a scanner with a phone as scanning needs a lot of RAM. To solve this problem, force quit any other apps running in the background before using Revo Scan. And fuse the point cloud data that's already been scanned and then continue scanning.
Solutions:
If fusing the point cloud data and closing background apps doesn't help with the problem, please screenshot the Revo Scan software version and your phone's specification data, and send them to customer@revopoint3d.com
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