We have been having a couple problems with our Pop that so far we’ve not been able to fix.
The first issue is random disconnects while scanning. We verified the ports the scanner is connected to are all USB 3.1. We’ve also brought a USB tester and tested all the ports (5.1v). While the tester was connected we plugged in the scanner and the voltage never dropped below 4.9v. Whenever the scanner disconnects the light on the scanner goes from green to off, to blue and back to green. Once the light is green it may connect again, but sometimes it does not. We will then have to unplug the scanner or restart Handyscan to eventually get it working again. Sometimes just leaving it alone will get it to start working again. This has been happening since we first got the scanner, but seems to be getting worse lately.
Today after getting a few scans done we are starting to get the disconnects along with no IR camera. The RGB camera will be working just fine but the IR camera window is either gray or solid red. While looking at the scanner you will not see a red light in the camera. This issue can happen when first starting a new scan, after unpausing to resume scanning, and while scanning is on, but no movement is happening for while.
In addition to trying all the ports on the laptop we’re using we have updated to the current version of the windows software. We have also purchased new USB cables from amazon and still have the same issues. The laptop we are using works with no issues at all with our other scanners so we are pretty sure the problem is not there. We are planning to connect the scanner to one of our desktop computers and see if that makes a difference.
We have been very impressed with the scans we have been able to complete and hope you can help us find a way to make our scanner more stable.