POP Depth camera not activating

Support & Feedback Customer support
#1

I was able to do a single scan and had to put the POP away for a couple of weeks. Recently (after a couple of windows updates) when I launch Handy Scan the visual camera works and shows the colored image, however the depth camera just shows red.

  1. I have tried on a desktop computer and I tried using multiple usb 3 ports and also a usb c port, same results.
  2. I have checked the privacy settings on the camera (all good there).
  3. I checked in device manager, depth camera, events. the event manager shows “Device not migrated”
  4. the device driver for the depth camera is from 2006, is that normal?

Any help would be much appreciated. thanks

image

#2

Hello,

@Revopoint3D-Cassie can you contact the tech team about that please, you already encountered this problem with one other pop customer.

Thanks

#3

i would love to, but i cannot find the tech support email. can you let me know what it is?

thank you

#4

@jklmrider2

Don’t worry, it’s why I mentioned @Revopoint3D-Cassie , she work at Revopoint, and will help you as soon as they come

#5

thank you very much, i really appreciate it.

1 Like
#6

Hi @jklmrider2

We’re so sorry for this case.

Could you please send us a video to support@revopoint3d.com? After receiving your video, we will discuss it internally.

Best Regards
Cassie

1 Like
#7

I am having the same issue with the depth camera not activating

Running up to date win10

this is the log file:
`21:05:37 WARN [:0]:QMetaObject::connectSlotsByName: No matching signal for on_closeBtn_clicked()
21:05:37 WARN [:0]:QMetaObject::connectSlotsByName: No matching signal for on_Clipping_checked()
21:05:37 WARN [:0]:QMetaObject::connectSlotsByName: No matching signal for on_btnSave_clicked()
21:05:37 WARN [:0]:QMetaObject::connectSlotsByName: No matching signal for on_update_message(int)
21:05:37 WARN [:0]:QMetaObject::connectSlotsByName: No matching signal for on_update_button_state(int)
21:05:37 WARN [:0]:QMetaObject::connectSlotsByName: No matching signal for on_update_distance(int)
21:05:37 WARN [:0]:QMetaObject::connectSlotsByName: No matching signal for on_key_info()
21:05:37 WARN [:0]:QMetaObject::connectSlotsByName: No matching signal for on_update_ui(int,int,QString)
21:05:37 WARN [:0]:QMetaObject::connectSlotsByName: No matching signal for on_update_Algorithmui(int,int,QString)
21:05:38 DEBUG [:0]:Read camera file start : /data/camparam/LC_RT.bin

21:05:38 DEBUG [:0]:Read camera file error code = 0

21:05:38 DEBUG [:0]:Read camera file end : /data/camparam/LC_RT.bin

21:05:38 DEBUG [:0]:Read camera file start : /data/camparam/Distort.bin

21:05:38 DEBUG [:0]:Read camera file error code = 0

21:05:38 DEBUG [:0]:Read camera file end : /data/camparam/Distort.bin

21:05:38 DEBUG [:0]:Read camera file start : /data/camparam/Prgb.bin

21:05:38 DEBUG [:0]:Read camera file error code = 0

21:05:38 DEBUG [:0]:Read camera file end : /data/camparam/Prgb.bin

21:05:38 DEBUG [:0]:Read camera file start : /data/camparam/Pl.bin

21:05:38 DEBUG [:0]:Read camera file error code = 0

21:05:38 DEBUG [:0]:Read camera file end : /data/camparam/Pl.bin

21:05:38 DEBUG [:0]:Read camera file start : /data/camparam/camparamLR/Q.bin

21:05:38 DEBUG [:0]:Read camera file error code = 0

21:05:38 DEBUG [:0]:Read camera file end : /data/camparam/camparamLR/Q.bin

21:05:38 DEBUG [:0]:Read camera file start : /data/camparam/mapparamL.bin

21:05:38 DEBUG [:0]:Read camera file error code = 0

21:05:38 DEBUG [:0]:Read camera file end : /data/camparam/mapparamL.bin

21:05:38 DEBUG [:0]:Read camera file start : /data/camparam/mapparamR.bin

21:05:38 DEBUG [:0]:Read camera file error code = 0

21:05:38 DEBUG [:0]:Read camera file end : /data/camparam/mapparamR.bin

21:05:40 DEBUG [:0]:“https://api.infly3d.com/api/ota/version/info” with args: “{\n “code”: “0007”,\n “deploy”: “test”,\n “versionNumber”: “279”\n}\n”

21:05:42 DEBUG [:0]:"{“msg”:“No new version found.”,“data”:null,“code”:1000}"

21:05:42 WARN [:0]:QObject::killTimer: Timers cannot be stopped from another thread
21:05:42 WARN [:0]:QObject::~QObject: Timers cannot be stopped from another thread`

#8

Hi @IanY57

Please also send us a video to support@revopoint3d.com, thank you.

Best Regards
Cassie

#9

sorry Cassie,
I don’t understand, a video of what?

#10

@IanY57

Hi Ian,

Sorry, I mean the video to show that the IR camera is not activate, better to put the sample sculpture in front of POP and move the distance to “Excellent”.

We need to show it to our product team, and ask them to confirm if it is a hardware issue. If they confirm that the POP is a defective one, we will resend you a new one.

Best Regards
Cassie

#11

I have the same problem. Is there already a solution?

#12

Hi @MatthiasWe

Could you send us a video with your connection steps and show the problem? You can send it to support@revopoint3d.com.

Best Regards
Cassie

#13

Hi @Revopoint3D-Cassie,

I hope you enjoyed you national holidays and had some fun.

I have sent a video of the connection of my POP and proof of purchase

many thanks

#14

I’ve had the same issue since May and have emailed support twice with no response. Any suggestions for how to move this forward?

image (5)
image (5)1282Ă—800 62.8 KB

#15

Hi @geePrompt

Could you please kindly send a video of this problem to support@revopoint3d.com? Our customer service team will reply you to confirm if it is a defective one or not.

Btw, can you share the SN number of this POP?

Best Regards
Cassie

#16

Hi @IanY57

Thank you. I backed to work now.

I had talked to our customer service team, and she will contact you for further action to confirm if it is a defective product.

Best Regards
Cassie

#17

Hi @MatthiasWe

I heard that our CS team had replied you. Please check your mailbox and keep in touch with them.

Btw, can you provide us the SN number?

Best Regards
Cassie

#18

Hi @MatthiasWe @IanY57 @geePrompt @jklmrider2

May I know if your problems are solved by our customer service team? I had asked them to follow up your issue.

Best Regards
Cassie

#19

Hello,

I am experiencing the same issue. Just bought a Revopoint Pop 3D Scanner and the depth camera is aways red and status as “too near” no matter what I do. Also tried using an Android Phone with wifi hotspot and the same happens. The depth camera don’t work. I sent an email to the support today and I am waiting for the reply.

If you have a solution for this, please share here.

Thanks
Roberto

#20

Hello,

I’d like to direct you to this thread: No scanning - Too near - #8 by JeffLindstrom
The error discription matches yours, and it seems to have been decided that the device is defect.