Hello everyone, I’m new to the group as well. I just got the Pop 4 and tried to scan an object with no results at all. I spoke with the support robot, but I also want your own experience if you have any. At first the camera wouldn’t open; later I realized that I hadn’t enabled the permission for the camera on my devices. And now I’m facing an issue with scanning: as soon as I start scanning, after about 3 seconds the application freezes. The technical support robot told me to change the cable. I changed to a USB 2.0 cable, and it seems that it doesn’t freeze. It feels to me that this is not normal to happen. The machine I have is the ASUS ROG STRIX 2025.
Hi @Stavros1
First of all there are no robots at the Support and I know all the people personally.
What is your system exactly ?
And what exactly problem you have while scanning ?
I scan everyday on i9 14 Gen CPU with 64 GB of RAM and RTX 4060 8GB and no issues and I use most all Revopoint scanners on this hardware.
I’m glad to receive your reply. By robot I mean that it is an AI and not a physical person responding to the messages. My laptop has an AMD RYZEN 9 HX3D processor, an RTX 5070Ti GPU, and 32GB of RAM. The problem I’m facing, as I mentioned earlier, is that with the original cable that comes with the device, when I try to scan, the moment the scan starts, after about 3 seconds the application freezes and does not scan. When I use an inferior USB 2.0 cable, it scans normally, but I get a message at the bottom right saying that the cable I’m using is not suitable for high speeds.
Try rotating the end that goes into the pc 180degs
Also launch the software as Admin
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Hi @Stavros1
If you wrote to customer@revopoint3d.com then there are real people answering 24/7 plus personal technical assistance between Monday and Friday.
Regarding the cable , it can happen that the USB port did not connect well , rotating the connector may help , you need to use only USB cables that support USB 3 data flow and fast charging , I actually changed my USB cab to Thunderbolt USB C cable that supports high speed data flow of at least 8GB and fast charging . I use it with all my scanners , it is also more flexible and less stiff. But the best option is to use self powered USB hub to avoid degeneration of your computer USB ports over time.
USB 2 cables are not a good choice here.
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Hi PUTV
Is the cable that comes in the package with the 3D scanner not suitable for these speeds? And will I need to buy another one?
Hi @Stavros1
I just give you a personal tip , the cable should work just fine , but it looks like there is issue with connecting it to your USB port , so it is hard to check for sure what is going on , you can contact customer@revopoint3d.com and ask for the cable replacement, if still not working then you know your USB port is not working proper with the USB 3 cable.
I hope you don’t use adapters as it often create issues.
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In the end, I contacted technical support and tried to resolve the issue online. But they told me that the problem is most likely with the laptop. I then contacted ASUS technical support, and the laptop will be sent within the next few days to the service department so they can determine whether the issue is with the laptop and not the scanner. I connected the scanner to a desktop PC, even an older one, and it worked. (To me, this doesn’t mean much.) On my own laptop it still doesn’t operate correctly. I will update you if the problem is resolved, because it has caused me a lot of trouble and I’ve lost a lot of time trying to figure out what’s wrong.
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Hi @Stavros1
Thank you for the update, it is possible that the USB port have internal issue but in regards with the system , because the system decide on the connection here so hopefully they can fix it .
My new laptop have only one port that recognize the scanners , the other don’t and that is mystery as they should all working correctly. So I really feel you on this one , let me know how it worked for you as I am curious what they come up with.
Did you get the issue resolved? I have a similar laptop with the same problem. I did find that it seems to work well with the Pop 4 scanner using WiFi. I purchased a Thunderbolt 5 cable and it also does not seem to work.