Troubleshooting

Software

1. RVCManager quit unexpectedly when opened.

(1) Check if the antivirus software or firewall deletes files or disables the software, close the antivirus software or firewall.

(2) Check if the RVCManager version is correct (e.g. the computer does not have a graphics card but the CUDA version is installed) and if it supports the current operating system. Please download the software version that is compatible with your system.

2. RVCManager UI display incomplete.

This problem is usually caused by the resolution of the software not matching the screen.

Right-click on the desktop of your computer, select "Display settings", find "Scale and layout" in the "Display" option page, set the display resolution to 1920×1080, and set the zoom and layout ratio to 100 percent, then restart RVCManager.

Connection

1. RVCManager cannot find the device.

(1) Check whether the cable connection is normal and tightly plugged.

(2) Check if the system firewall disables the software, close the system firewall and try again.

(3) On Linux system, when the computer is directly connected to the scanner, it is necessary to set a static IP. For details, please refer to Advanced Topics - Setting Static IP on Linux System.

2. Failed to connect to a USB scanner.

(1) Check the cable connection; the USB scanner needs to be connected to a USB 3.0 port.

(2) Check that the USB connector on the scanner side is plugged in tightly.

3. Error: "Failed to open the camera".

(1) Check to see if the camera IP is occupied by another computer. If the device is occupied, unoccupy it by plugging or unplugging the network cable, and then search for the device and connect it again.

(2) If the device is not occupied but fails to open the camera, check whether the cable connection is normal.

• USB scanner: Check the status LED on the back of the scanner. If the USB status LED is always off or goes on and off, there is a connection problem and you need to switch to another USB3.0 port.

• GigE scanner: Check the network connection, then search for the device and connect again.

If the above steps do not solve the problem, please contact technical support.

Capture

1. Device can be found but cannot capture, reports hardware failure.

This is usually caused by firmware and requires a firmware update. Contact technical support.

2. Error: "Capturing Timeout".

The timeout error is usually caused by a problem with the scanner's connection.

(1) Check the network connection, make sure that the cable harness is plugged in tightly.

(2) Check whether the network card or router supports Gigabit network. If not, replace it with a better network equipment.

(3) Avoid using USB-to-Ethernet adapters.

(4) If the performance of the network card is poor, please refer to Advanced Topics - Network Card Configuration to adjust the settings.

3. RVCManager does not display point cloud after capturing.

(1) Check whether the lens protection film has been removed, please remove the films.

(2) Check whether the object is within the calibrated working distance of the scanner. You can check the scanner's working distance in the Device Management pop-up window or "Device Info" in the left column of the main interface.

(3) Check whether the point cloud display range is set. You can open the pop-up window in "Setting: Point Cloud Range" to modify the value and adjust the point cloud display range to match the current window display.

(4) Click "View: Reset" to check if it can be displayed.

(5) Check whether the point cloud color is consistent with the background.

4. 2D image is blurred.

(1) Check if the lens protection film is removed and if the lenses are dirty; remove the films and clean the lenses.

(2) Check if the scanner is in the proper working distance, you can check the working distance in the Device Management pop-up window or in the "Device Info" in the left column of the main interface. If the scanner is not in the working distance, you need to adjust the scanner position.

(3) If you are using a binocular device, you can switch the Camera Mode to check whether one of the lens is out of focus.

5. Point cloud captured has waves, blurring, bending, etc.

(1) Check that the scanner or the sample is not shaking when capturing.

(2) Check that the scanner is being used within the working distance range.

(3) Check that there is no strobe lighting at the site.

6. Point cloud (or image) range does not match the scanner resolution.

Check if the data range has been modified using the Set ROI function. If so, re-enter the pop-up window of the Set ROI function, click [ROI Maximium] to restore the data range.

7. Light machine blinks very slowly when capturing.

If it is a GigE scanner, check whether the network speed is reduced, and check whether the Band Width is set too small.

8. Capturing speed suddenly reduced.

(1) Check if the scanner has set parameters such as HDR, Scan Times, etc. The HDR function uses multiple exposures, which can lengthen the capturing time.

(2) Check if the Band Width parameter have been modified.

(3)Check if the network speed is reduced.