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.