Received my MetroX Pro last week. First test showed only a USB 2.0 connection, which is to slow for proper working of the scanner, after repeating the test on different computers ( always using USB 3 ports ), the connection got totally lost. I tested the cable with other usb 3 equipment and found it to be defective. The support promised me to send a replacement cable but without any delivery date. So I now have a new but useless scanner. The cable is a specific solution from Revopoint and is not available in any shop in Europe, you can only buy it from the Revopoint Shop directly and there it is actually bought out! I find it very disappointing, that if a cable gets broken, you always have to wait on a replacement from China with unknown estimation of delivery. This is not professional and if I knew this earlier I would not have bought this product. The problem exists for the whole Metro Series.
Hi @peterhoefel
Please contact customer@revopoint3d.com for your delivery date as they do have that information on the hand.
What problem you taking about ? Outdated USB ports don’t delivering enough power ? I tested over 10 devices and not one had cable issue. But bunch of people with USB issues and not actually the scanner , so please be careful with your accusations.
The problem is, that the usb cable for the metro series actually is not in stock anywhere and since it is a revopoint specific solution with external 12 V power supply you cannot buy it somewhere else. If you have to use the scanner professionally this is not acceptable. The cable I talk about supplies enough power because of the external 12 V power Supply, which is still working, but the cable didn’t first communicate with USB 3 Speed (fallback to USB 2) , which is a typical sign for defective cables and after some more tests it didn’t communicate any longer at all. It is easy to crosscheck, if a cable is defective, because you can use another device with the cable and then with a working cable. I already have used hundreds of USB 3 cables and some of them were defective too, that’s no problem, you throw it in the trashcan and take another one. But in this case, the replacement is not as easy. Revopoint always should have replacement cables in stock. When the cable is available again I will buy one additionally.
I was maybe not clear about , it is a custom cable and a part of the device and not standalone cable, if there was high demand it would be probably sold separately but it is not. On top your scanner is still under warranty so it is obvious a spare part will be shipped from China , a place where it is produced.
I accidentally damaged my cable of MetroY Pro with my chair , tried to use cable from MetroX and it did not worked well optimal either , they are unique .
My computer is very picky regarding USB ports and unless I use the cable on my Thunderbolt 4 USB port it will be not active on any other USB 3 port. And trust me it is not the scanner or cable fault.
In main time as you are waiting for the replacement just check the USB 3 ports and try to update the drivers , even if it is the latest version, just remove and reinstall the driver. In 95% cases it helps to restore it and my pick up your scanner again. My other USB 3 ports working just fine with any other devices , they just refuse to work with Metro series scanners yet my Windows tablet PC don’t have any issues . It is quite a mystery here that nobody really solved.
For that reason I really hope it is the corrupted cable , because if not , you have other problem on the hand.
And I understand your frustration because the waiting time is much longer than usual but you should ask the CS for tracking and they will provide it without issues.
If you want me to check on it just drop me your email via PM and I will check for you with the customer service/ logistics team.
Thank you, for your advice, but of cause I have tested the cable on 3 different computers and different USB 3 slots. and had always the same behaviour, I also inspected the log files in the RevoMetro folder that show exactly how by the time the connection got lost. The cable is defective, thats absolutely sure. The scanner first worked, producing a blue laser grid, and software started to scan, but too slow, so It seems that the scanner itself is ok. I’m sure the guys of the revopoint support will do their best, to send me a replacement cable as soon as possible, but it is a general problem, that has to be solved by Revopoint, if they want to promote the Metro series: There must always be some stock material of components that may get broken.
I do agree with that , USB cables don’t last forever and that would be much better to have it under hand if needed without long waiting time.
Many products have proprietary cables, especially professional ones. Is it perfect? No. But the alternative is both a 12V and a data running to a handheld device which would be an absolute pain. So this solution is actually a pretty elegant compromise