First try, massive fail

[poni]

So today I wanted to start my Metrox journey.
Set everything up and installed the Revoscan Metrox app (on W11 Dell laptop).
The first message was that my laptop hardware was excellent to use for Revoscan.
After changing the settings to point to the various folders that I wanted to use for projects and screenshots, I started a new scan.
At that time Revoscan indicated that my Metrox scanner was connected and after selecting New Scan, I got a pop-up that my scanner was starting (estimated duration: 5 sec). After that I got the message:
Attention Startup failed. Reconnect the scanner and retry.
Well, I did and same results. Connected it to another port on the laptop and same results.
So nogo here.
Does anybody have a clue of what might be wrong, or do I need to contact support about this?

[ivan]

Hi! Does it say USB 3.0 port? It should. If you have usb-C port you could try that one,too.

[ivan]

Also try this.

MetroX : Connected but no farther step on software

All basic setup and physical connection has been done and the software shows MetroX connected. However, could not start further function such as calibration or start new project. because the main software keep shows failed to connect scanner or try to reconnect continuously. What can I do ?

[poni]

Hi Ivan, Thanks for you quick response. Yes I tried both USB A and USB-C. Same results. Will now look in that other thread that you pointed me to.

[MonsterMaxx]

Did you plug in the 12V power adaptor to the usb cord to the scanner?

[poni]

Thanks, yes I did.

[poni]

Checked that thread and changed the camera settings. Makes no difference.

(aangesloten via means connected using)

Btw Revoscan just says Connection type: USB

[MonsterMaxx]

are you using the Revopoint for MetroX 5.6.1? There’s two different Revopoint softwares, only one is for the MetroX

[poni]

Yes, I am indeed (v5.6.1.82)
I also have the “normal” Revoscan on the system (5.5.0.1579). Should I remove that? Will the Metrox version work with all the other Revopoint scanners?

[MonsterMaxx]

I don’t know then, sorry.

[poni]

Thanks for trying to help

[ivan]

I had another problem, and was advises this steps by Revopoint customer service (customer@revopoint3d.com) to try out. Maybe something among these can help you too?

"Steps to Resolve:

1. System Requirements Check:

• Ensure your PC meets these minimum requirements:
• Windows 10/11 (64-bit)
• RAM: ≥16GB (32GB recommended)
• CPU: Intel i7 12th gen or better
• Graphics card: Make sure it’s updated to the latest version

2. Complete Clean-up Process: a) Uninstall Revo Scan b) Delete all remaining files in Program Files c) Clear temporary files (Windows + R, type %temp%, delete contents) d) Restart your computer

3. Graphics Card Update:

• Update your graphics card drivers to the latest version
• Reference guide: https://support.revopoint3d.com/hc/en-us/articles/27466091683867-Why-can-t-I-open-the-Revo-Scan-on-Windows

4. Installation:

• Download the latest version from official website
• Install with administrator privileges

If the issue persists after trying these steps, please:

1. Take screenshots of the error
2. Note your PC specifications"

[poni]

Thanks, Ivan. I will try. Regarding specs; Revoscan tells me that my pc is excellent to run Revoscan. It’s a 12th gen highest power i7, 32GB memory .
I will get the exact specs. I willfollow these steps and see what they bring. Might be good to remove all old traces of earlier Revoscan versions and reinstall cleanly.

[mirkoferronato]

I had the same problem, and i fix it.
It was a camera settings permissions in Win 11.
Try this method and see if it works:

MetroX : Connected but no farther step on software

I just heard that our customer service team was able to help you with this issue, which is great. If you’re experiencing a similar issue, here’s how you can resolve it: Search for “Camera” in your computer settings and open it, click “Settings”. [7451bb2779b24960ccded39667d4e898] Adjust the two options as shown in the picture below. [c407ba18ca2e5089ab67548946a72f5e] If this does not solve your problem, please contact us again.

[Revopoint-Jane]

Hi @poni

Please check the Device Manager following the instructions in the image, and provide us with a screenshot.

We want to ensure that your scanner is detected and listed as Camera, Depth Cam, and RGB Cam.

[poni]

Thank you, Mirko. I already tried that and it didn’t work.

[poni]

Hi Jane, Thanks for responding. I was iin contact with Charlene earlier. She gave me the steps listed above. I checked a bit more and found a solution.
Going into Settings/Bluetooth and devices/Cameras I found that in the Privacy settings there’s a slider that says Give access to desktop apps That slider was in the off-position (I presume it is the default).
Moving that to On was the trick. It solved my issue and I was able to do my first scan just now. I also see Revoscan listed as app that was given access.
So, there’s a thing you can add to your advices whenever this issue turns up with others.
In the above linked advice it seems that Revo advices to change the settings in the camera app: Default settings: Use System settings.
These are settings for the camera app. I found that it make no difference for Revoscan. Either setting works (in my case). Oh and indeed I can see the devices in devicemanager, and looking i n the camera app, I see that both depth and rgb camera are using the Metrox.

Anyway it works now so thanks very much for your help

[Revopoint-Jane]

Great to hear that you have resolved the issue. Thank you very much for sharing this solution.