POP 4 Laser Modes DOA

Support & Feedback
1

I received my POP 4 several days ago, but whenever I try to use either of the laser scan modes, no data at all is returned. The logs show the ToF sensor is returning nullptr for the data and there are errors after that saying no data. I’ve already tried this on two completely different types of computers. The main one (which I took the below video on) is a very high performance workstation with an i9, NVIDIA RTX 2060 SUPER, and 32GB RAM, 1000W ASUS PSU with the POP 4 connected directly to the back-port of my MSI top-tier motherboard to the Power Delivery-capable USB-C port. RevoScan version is 6.2.3.

Video demonstration: https://youtu.be/m06OZz41UYE

Note: This computer is brand new (<1 month old) and has zero issues. I also tried this on my Samsung Galaxy Book 2 Pro 360 and the exact same issue with the exact same log files occurred.

I have already emailed support, but after 2.5 days I still haven’t had a response, so I am posting here.

2

Id say your gpu is not good enough.

Run the benchmarks from settings. Post what it says.

Also try a top down view with the scanner pointed dot right at the markers.

But my gunt says its your gpu.

1 Like
3

Hi @nbetcher

Switch off GPU acceleration and use just your CPU it is faster than your RTX in laser mode.

The minimum system requirement is RTX 3050 but with i9 CPU you don’t need it if it is fast enough . My i9 14th Gen is as fast as 4060 with Laser mode .

Make sure you always point on the markers while using laser mode .

If you still not get reply today please send me your email via private message and I will check if there was any responses , make sure you check your spam folder.

4

Switching to CPU had literally zero functional difference. It wouldn’t have mattered anyway because, as I said, the POP 4 itself is returning nullptr for the data (not even a blank array, etc):

[2026-06-27 02:21:28.176 info TID:17772 ]: RVRoiAutoExposure.cpp:285[rv::RoiAutoExposure::pushFrameForLaserAutoExposure] Point cloud data is nullptr.
(hundreds of these)

I did see an anomoly admist the sea of those nullptr errors:

[2026-06-27 02:21:32.777 info TID:26308 ]: ScanService.cpp:2515[rv::ScanService::pushFrameAttributes] [ScanService] Push frame rate - Success: 101.10 fps (1011 frames), Fail: 0.00 fps (0 frames), elapsed: 10000 ms

I can’t recall ever seeing any data, ever though.

And after the scan attempt:

[2026-06-27 02:21:42.386 warning TID:11300 ]: RVScan.cpp:1508[rv::Scan::getFrameInfos] Scan::getFrameInfos - WARNING: Project has no frames! This may be why RawData is empty.

I don’t know the software’s pipeline, but considering the class name and source file names, I’d say this falls squarely WELL-BEFORE the NVIDIA portion of processing. The data just appears to NOT be coming from the camera.

(In regards to the video I posted, pay special close attention to the FPS and Processed Frames – they don’t typically move.)

5

Hi Nick

I rechecked the video and your log info , looks like hardware failure, please contact again customer@revopoint3d.com as it need to be handled via Online Store and approved by the technician , I can’t do anything else here for you.
I did sent all information again under your name to the CS , please wait for response.

Next time if you don’t have any response from Customer service in 48h send me a PM with your email . It would be easier to check on the progress and see if there was any responses.

6

I had emailed them two days ago right after you posted this. They have read my email. Again, they have not responded. So I sent them another one just now. But my point is: why is it so hard to get any response from them at all, let alone a quick resolution.

I’m growing increasingly frustrated with this experience. Right now, I’m only a half-customer: one on the brink of total frustration and wanting a refund versus becoming a loyal and valued customer for years to come. How this is handled will determine that outcome, especially with new companies releasing better scanners to disrupt the market.

To make matters worse, I anticipate you’ll require me to return the current unit before sending a replacement, which will severely delay my use of the POP 4 even more. Considering the number of projects I have that require the use of the single laser mode, my work is piling up.

7

Hi @nbetcher

I understand your frustrations

I did left a note in your case , you forgot to provide me with your email via PM to speed up things in your case .

I don’t handle this kind of issues , it need to go through the support and Online Store but from time to time I help to speed up things out .
So to find what is going on with the responses I need your email to check on the record .

I will be able to help you out more , and please don’t forget because today is my last day in the office before the weekend.

2 Likes
8

Apologies, I missed that part of your response. I PM’ed you now.

On that note, I did perform their troubleshooting steps to no avail. I did find it interesting though that I could calibrate the device (so it has a working depth sensor), but since I know literally nothing about how laser scan modes work, I suspect the depth scanner plays no role in the laser scan modes.

There were these errors in my log, although they may be benign:

2026-07-03 05:14:03:335 (005448-014024) [SDK INFO ] create device info by camera info:D26710435B6S00E1B
2026-07-03 05:14:03:335 (005448-014024) [SDK ENTER] device-windows.cpp cs::CameraDevice::CameraDevice 127
2026-07-03 05:14:03:335 (005448-014024) [SDK TRACE] find windows usb camera device
2026-07-03 05:14:03:335 (005448-014024) [SDK TRACE] create camera devices instance
2026-07-03 05:14:03:335 (005448-014024) [SDK TRACE] hidInit OK, 0, retry again
2026-07-03 05:14:03:335 (005448-014024) [SDK TRACE] upgrade serial:D26710435B6S00E1B
2026-07-03 05:14:03:337 (005448-014024) [SDK TRACE] open hid success:D26710435B6S00E1B,0000022DBEBA8980,0
2026-07-03 05:14:03:337 (005448-014024) [SDK INFO ] CameraDevice::initDevice: primary HID ok, start 2nd HID path vid=0x2207 pid=0x110c serial=D26710435B6S00E1B
2026-07-03 05:14:03:337 (005448-014024) [SDK TRACE] deviceDataComUsbWin[stop]: request stop
2026-07-03 05:14:03:337 (005448-014024) [SDK TRACE] deviceDataComUsbWin[stop]: done
2026-07-03 05:14:03:337 (005448-014024) [SDK INFO ] deviceDataComUsbWin[conn]: vid=0x2207 pid=0x110c, hid_enumerate total paths=1
2026-07-03 05:14:03:337 (005448-014024) [SDK INFO ] deviceDataComUsbWin[conn]: allPaths[0]=\?\hid#vid_2207&pid_110c&mi_04#7&340351e7&0&0000#{4d1e55b2-f16f-11cf-88cb-001111000030}
2026-07-03 05:14:03:338 (005448-014024) [SDK INFO ] deviceDataComUsbWin[conn]: serial-matched paths=1 (camera serial wstr used for filter)
2026-07-03 05:14:03:338 (005448-014024) [SDK INFO ] deviceDataComUsbWin[conn]: serialPaths[0]=\?\hid#vid_2207&pid_110c&mi_04#7&340351e7&0&0000#{4d1e55b2-f16f-11cf-88cb-001111000030}
2026-07-03 05:14:03:338 (005448-014024) [SDK WARN ] deviceDataComUsbWin[conn]: need >=2 HID interfaces for this vid/pid, abort 2nd HID
2026-07-03 05:14:03:338 (005448-014024) [SDK WARN ] CameraDevice::initDevice: 2nd HID (deviceDataComUsb) start failed, only primary HID active
2026-07-03 05:14:03:338 (005448-014024) [SDK TRACE] deviceDataComUsbWin[stop]: request stop
2026-07-03 05:14:03:338 (005448-014024) [SDK TRACE] deviceDataComUsbWin[stop]: done
2026-07-03 05:14:03:340 (005448-014024) [SDK ERROR] hid rsp file not exit
2026-07-03 05:14:03:342 (005448-014024) [SDK ERROR] hid rsp file not exit
2026-07-03 05:14:03:342 (005448-014024) [SDK TRACE] camera state internal : 0
2026-07-03 05:14:03:342 (005448-014024) [SDK ENTER] csCamera.cpp cs::camera::setCameraState 7801

and:

2026-06-30 17:52:10:360 (027132-162968) [SDK TRACE] [D26710435B6S00E1B] pre getUserData /data/camparam_blue/camparam.yaml
2026-06-30 17:52:10:465 (027132-162968) [SDK TRACE] [D26710435B6S00E1B] getUserData successful, /data/camparam_blue/camparam.yaml
2026-06-30 17:52:10:465 (027132-162968) [SDK TRACE] [D26710435B6S00E1B] pre getUserData /data/camparam_blue/LC_RT.bin
2026-06-30 17:52:10:467 (027132-162968) [SDK ERROR] hid rsp file not exit
2026-06-30 17:52:10:467 (027132-162968) [SDK ERROR] [D26710435B6S00E1B] The file not exist, path = /data/camparam_blue/LC_RT.bin
2026-06-30 17:52:10:467 (027132-162968) [SDK ERROR] [D26710435B6S00E1B] getUserData failed(18), /data/camparam_blue/LC_RT.bin
2026-06-30 17:52:10:467 (027132-162968) [SDK TRACE] [D26710435B6S00E1B] pre getUserData /data/camparam_blue/Distort.bin
2026-06-30 17:52:10:469 (027132-162968) [SDK ERROR] hid rsp file not exit
2026-06-30 17:52:10:469 (027132-162968) [SDK ERROR] [D26710435B6S00E1B] The file not exist, path = /data/camparam_blue/Distort.bin
2026-06-30 17:52:10:469 (027132-162968) [SDK ERROR] [D26710435B6S00E1B] getUserData failed(18), /data/camparam_blue/Distort.bin
2026-06-30 17:52:10:469 (027132-162968) [SDK TRACE] [D26710435B6S00E1B] pre getUserData /data/camparam_blue/Pl.bin
2026-06-30 17:52:10:471 (027132-162968) [SDK TRACE] [D26710435B6S00E1B] getUserData successful, /data/camparam_blue/Pl.bin
2026-06-30 17:52:10:471 (027132-162968) [SDK TRACE] [D26710435B6S00E1B] pre getUserData /data/camparam_blue/camparamLR/Q.bin

Customer Service is also asking me to go through the logs and highlight the messages that contain certain terms, e.g. nullptr – is that normal or just a casualty of being too busy to do it themselves right now?

They’re clearly ready to RMA it, but they just aren’t doing it.

It’s worth pointing out, I am a current owner of a POP 2 and I have been part of this journey with you all for quite some time. I know how tough it’s been from a customer service perspective – users completely new to 3D scanning expecting flawless results OOTB, but not taking the time to learn iteratively (they want their cake and to eat it too, right now).

I’m not that user. I am a highly seasoned and diversified software developer of over 25 years – if I felt there was a snowball’s chance in Hell that this was user error, I wouldn’t have reached out.

If we could get this rolling, I’d really appreciate it!

P.S. If those .bin files missing are the likely cause and there’s an easy way to push them to the filesystem (e.g. adb? not sure if the POP 4 still uses adb like the POP 2 did), I’d prefer fixing it since it would pay off sooner than waiting for a replacement.

Thanks,
Nick

9

Hi Nick , I left a note already to check out on this.
The logs are needed for the technician to approve the replacement . That is the protocol, please follow it as requested.