Inspire 2 IR Illuminators Failed / Not Tracking Markers (3-Day-Old Unit)

Support & Feedback Issues
1

Hi everyone,

I’m running into a critical hardware issue with my scanner, which I just bought 3 days ago. It was working perfectly out of the box, but it suddenly stopped seeing markers altogether. Right now, only the RGB scan function is available and working.

The Symptoms:

  • The lasers show up fine in the depth camera preview.

  • No scan is generated or possible because the scanner cannot see or track any markers.

  • I used my smartphone camera to check the front of the unit for IR activity, and the IR illuminators are not lighting up at all.

Troubleshooting Steps I’ve Already Taken: To rule out any power delivery or software bugs, I have tested the following:

  • Connected to both a PC and a Mac.

  • Tested connections via Wi-Fi and wired.

  • Hooked it up to a high-output power bank to completely rule out USB port power limitations.

  • Rolled back and tested with an older version of the Revo Metro software, which didn’t fix the issue.

Given that the IR LEDs are completely dead on camera and I’ve ruled out power supply issues across multiple devices, I suspect the IR emitter has suffered a hardware failure.

Has anyone experienced this specific drop-out, or is there a hard reset/firmware flash trick I should try before I contact support to initiate an RMA/replacement?

2

Try doing a calibration with the board. Usually when the scanner can no longer see dots that is the solution.

3

im gonna try doing it on the sunlight as i tried several times indoors and with no ir light the scanner just shows a black screen on the calibrator app as it cant see the board

4

Managed to calibrate it on sunlight but the problem is still the same… no marker detection at all… i hace a brand new $500 brick…

5

Hi @Diegocesaretti

The scanner have own light on while calibration , I guess you experience hardware issue .

Please contact customer@revopoint3d.com as soon as possible including the link to this thread , you will get replacement in no time ,so you lost nothing .

Please provide a short screen video showing the markers not detected and the other issues for fast replacement .

It can happen , packages are handled very badly sometimes throwing around like a blocks , it happens to me too when delivery guy throw it over 6 ft fence on concrete .
Don’t worry the CS will take care of it for you .

6

Ive already sent video via email and got no responde yet

7

The office is back at work from a short holidays.
Please let me know if you don’t get any response until tomorrow morning . I will check for you.

8

Ok, they asked me for logs i sent them yesterday, i thinknthe problem it’s worsened since it wont Even do full field scans now, i dont know what else to do

9

If you contacted the CS just wait for their response , they will evaluate everything .