¶ Solutions for Scanner wired connection errors
When you face scanner wired connection errors, you can troubleshoot and solve them as following the method as below.
¶ Error phenomenon
Scanner Disconnected
The scanner is displayed as "Scanner Disconnected" on the homepage, and the scanner's indicator light is not illuminated.
Scanner Connected
The normal connection status is displayed as "Scanner Connected" on the software's homepage,with the scanner's indicator light illuminated.
¶ Hardware troubleshooting for deivce connections
¶ 1. Ensure the interface connections in the hardware device are secure.
For "Raptor" and "Sermoon" series(as image)
- Check whether the power adapter is securely connected to power supply；
- Check whether the power cable and data cable are connected firmly；
- Check whether the USB port is securely connected to computer.(If USB3.0 is mistakenly identified as USB2.0 by the software, please quickly re-pluged the USB cable at the computer end)；
- Check whether the data cable has been stably connected (Note: Ensure the screw is fully tightened.).
For "Otter" and "Ferret" series:Ensure the data cable is securely connected to the computer.
¶ 2.Note:Select the suitable USB port on the computer
-The Ferret and Otter Series support USB2.0 and USB3.0 ports, but the frame rate of USB2.0 is lower.；
-The Raptor and Sermoon series only support the USB3.0 port and above.
Note: If your computer has a Type-C port, or using the Macbook, please try connecting the scanner using the adapter of USB A to Type C in package.
If using a desktop computer, it is recommended to use the ports on the back with power supply.
Note the Steps of changing the port:
①Disconnect the scanner's 12V power.
②Restart the software and change USB port.
③Connect the scanner's power and ensure full USB port reset.
¶ 3. Do not run the software when the computer's battery is low
Check if the computer's power supply is normal
If no issues are found after checking the above three items and the scanner still fails to connect, please reset the software and re-plug the power supply.
¶ Software troubleshooting for connection issues
If it is still displayed as "Scanner Disconnected"，check whether the camera and firewall permissions are enabled.
¶ Windows
If all the above steps have been completed but the connection still drops, please check the cameras on the computer via the following path:
Windows->Device Manager->Cameras
Scenario 1: If all three cameras are normally displayed, check whether the permission of camera and firewall are enabled.
Right-click the "windows" icon at the bottom-left corner, enter "settings","Privacy&Security","Camera", and allow CrealityScan 4 to access the camera.
Enter "Settings","Privacy&Security","Firewall", and allow CrealityScan 4 to passthrough the firewall.
Scenario 2: If the camera showed abnormal exclamation marks display typo, this may be caused by a Windows update (currently only occurring on the Raptor Series). Please update the firmware as instructed：https://wiki.creality.com/en/3d-scanner/troubleshooting/raptorconnection
¶ Scenario 3: The computer has detected the scanner device, but it is not displayed within the CrealityScan software**
This issue is usually caused by the device driver being occupied or conflicting. You can try resetting the device driver by following these steps:
Search for and open "Device Manager" in the computer taskbar.
Expand the "Cameras" list and find the scanner device corresponding to yours.
Right-click on the device, and select "Uninstall device" from the pop-up menu.
After the uninstallation is complete, unplug the scanner's USB data cable, wait for a few seconds, and then plug it back in.
The system will automatically reload the driver. Once completed, reopen the CrealityScan software to check if the device is recognized normally.
¶ Mac
- Click the Apple icon > About This Mac > More Info > System Report > Hardware > USB, then check if the USB data cable is properly recognized by the PC.
- When connecting Sermoon S1 to a Mac computer for the first time, a pop-up window will appear saying "RPCServer wants to access files on the removable volume." Please click "Allow" to ensure the software can connect to the scanner normally. If there is no pop-up window or you do not click "Allow," you can uninstall and reinstall the CrealityScan 4 software to resolve the issue.
If the connection issue still cannot be resolved after troubleshooting the above situations，such as:
- It shows "Disconnected" and the device is not visible in Device Manager;
- The software still displays "Not Connected", but the device can be found in Device Manager.
Please restart your computer to try resolving the connection recognition issue. If this still doesn’t work, the problem may be caused by a faulty cable. Please contact customer service for one-on-one consultation to arrange cable replacement or further analysis.