¶ 1. Problem Description
From January 15, 2025, the Creality 3D Scanner team has noticed that some customers used Raptor series products (Raptor, RaptorX, etc.) normally before, after obtaining the system update pushed by Windows, failed to recognize the scanner in Creality Scan. At the meantime, the yellow exclamation marks appear on the camera of the Raptor scanner in Windows device manager. The yellow exclamation mark is usually a reminder that the device has a problem that needs to be solved.
¶ Affected Scanners
Only Raptor series scanners are affected, including Raptor and RaptorX (connected via USB).
If you have a Scan Bridge (wireless scanning handle) for Raptor or RaptorX, the problem can be solved by connecting the computer wirelessly and upgrading the scanner firmware.
Ferret, Otter series are not affected.
¶ Affected Computers
PC running Windows 10/11 system.
The computers running macOS are not affected.
¶ 2. Solution
Currently, it has been identified that the following update packages corresponding to the following Windows versions will cause device exceptions.
Table 1 Related Windows update package
This problem can be solved by updating the scanner firmware to version 1.3.5.
We provide four methods for updating the firmware.
Method 1: Upgrade the scanner firmware via the Scan Bridge.
If you have a Scan Bridge for Raptor or RaptorX, you can connect the computer with the scanner wirelessly and upgrading the scanner firmware.
Method 2: Upgrade the scanner firmware on a Mac computer.
If you have a Mac computer, you can complete the firmware update on the Mac computer and continue to use it on the Windows computer.
Method 3: Upgrade the scanner firmware on an Android phone.
If you have an Android phone, you can download and install the app from the following link. After connecting the scanner to your phone (you will need a Type-C to Type-A adapter), click to upgrade the firmware.
https://drive.google.com/file/d/1qEPtZQSk4eGjRueVez57trLdagsCGFr7/view?usp=sharing
Note that currently, the wired connection method does not support 3D scanning using the phone. For the Raptor scanner, a ScanBridge is required for wireless scanning.
Method 4: Uninstall Windows updates and upgrade the scanner firmware.
If you only have a Windows computer, you need to follow the steps below to uninstall Windows updates and then upgrade the scanner firmware.
You can navigate to Settings > Updater Uninstallation to resolve the issue. This function is included in the software of v3.3.28.
In addition, you can also follow the steps below to manually uninstall the update package yourself
Step1: Temporarily Uninstall Windows Cumulative Update Package
(1) For Windows 10 Users
Open Windows Settings -> Updates & Security -> View update history -> Uninstall updates. At this time, a program and function window will open, find Microsoft Windows on the right, click KB5049981, an Uninstall button will appear at the top, click the popup box to ask, and select Yes to uninstall;
(2) For Windows 11 Users
Open Windows Update -> Update History -> Uninstall Update, find the corresponding cumulative update package, and click Uninstall.
Note 1: To prevent automatic updates from affecting subsequent steps, you can temporarily turn off automatic updates.
Note 2: If your Windows system update policy is managed by an organization such as a business or school, contact your system administrator.
Step 2: Update the firmware version of the Raptor series scanner to 1.3.5 or above
(1) Automatic update (recommend)
If you use a Mac computer or Windows computer has uninstalled the above updates, you can receive a new Raptor firmware upgrade notification after opening Creality Scan and connecting the scanner through USB3.0. Please upgrade the firmware to 1.3.5 or more.
(2) Manual update
Download Scanner firmware version 1.3.5 from Creality Cloud https://www.crealitycloud.com/software-firmware/other/type-26. In the Device-firmware upgrade of the Creality Scan software, upgrade the firmware.
Step 3: Resuming Windows Updates
Download the security update package again from Windows update.
If you previously used Automatic Updates and turned it off temporarily, you can turn Automatic Updates back on.
¶ 3. The cause of the problem
In the security update of January 14, 2025, Windows has more stringent requirements on the content of UVC device descriptors, which causes the firmware of the Raptor series scanners to which run normally before, cannot pass the verification of the Windows after update. Therefore, the yellow exclamation marks appear on the Depth and IR cameras of Raptor, causing the enumeration of scanner fails. The Creality Scan software prompts that the device is not recognized.