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"Scanner is not connected" error troubleshooting for the Artec Micro

Issue:

The Artec Micro scanner is either not detected properly in Artec Studio, or keeps losing connection:

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or

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Troubleshooting:

1) Power on the Micro scanner, and check if the Artec3D logo is projected onto the calibration board during the initialization/boot procedure of the scanner (within around 5 seconds of power-on).
If the logo does not appear, the scanner is likely to have hardware issues. Please contact support@artec3d.com

 

2) Check the USB connection and USB port
Avoid connecting the scanner to any kind of USB hub or port multiplier.
Preferably, connect the scanner to a USB port located directly on the PC motherboard.

Attempt the following start-up procedure:
- Turn off the scanner and shut down the computer.
- Connect the scanner to a USB port located directly on the PC motherboard.
- Power on the scanner.
- Power on the PC and wait until it is fully booted.
- Run Artec Studio and check whether the issue has been resolved.

(!) The Artec Micro scanner requires a USB 3.0 port. It will not work if connected to a USB 2.0 hub or port.
Generally, the scanner is also compatible with USB 3.1, 3.2, and newer USB ports. In some cases, a USB C to USB A adapter might be required.

In very rare cases, the USB chipset on the computer motherboard may be incompatible with the Micro scanner. On desktop computers: i
nstalling a USB 3.0 PCIe card and connecting the scanner directly to the PCIe card will resolve the issue.

 

3) Check the device status in Windows Device Manager (and update or reinstall drivers).

If the scanner is connected and recognized properly, you will be able to find the following items in Windows Device Manager:

- uEye UI-388x Series

- uEye UI-388x Series

- USB Serial Port (COMx)

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4) Update Windows

- Perform all available Windows updates:

a) Open Settings -> Update & Security -> Windows Update

b) Click on Check for updates.

c) Perform the installation of all recommended updates and restart the PC to complete the update process.

Note: Be sure to also check the Optional updates / Driver updates section. If available, install the update titled "FTDI ports".
In order for this update to appear, the Micro must be connected to the PC and powered on before the update search.
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- Update the chipset driver of your PC to the latest version

a) Start -> Control Panel -> Device Manager

b) Select View -> Devices by Type

c) Expand System Devices

d) Double-click the Intel chipset from the list

e) Select the Driver tab

f) Click Update Driver

 

5) Disable the "USB selective suspend" setting

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Control PanelPower OptionsChange plan settingsChange advanced power settingsUSB settingsUSB selective suspend settingDisabled

 

6) Try a different COM port.

- Identify whether the problem is related to the virtual COM port by changing the COM port number.

a) Open the Windows Device Manager (Windows Key+R, then type devmgmt.msc and press Enter).

b) Expand the Ports (COM & LPT) section.

c) Right-click the COM port and select Properties.

d) Click the Port Setting tab and click Advanced.

e) Change the COM port number to an available COM port number

 

7) Try a different USB cable
Connection issues may occur due to a damaged or broken USB cable.

 

8) Try connecting the Artec Micro scanner to another computer.
In order to pinpoint whether the issue is being caused by the scanner or by the computer that it is connected to, please attempt to run the scanner on a different computer.

 

If you are unable to resolve the issue, please contact support@artec3d.com

 

In case you experience any issues with your Artec 3D scanner or require technical assistance with your device or Artec Studio, in the first instance please contact your local Artec dealer/distributor directly. You can also contact the Artec Support Team by clicking on the "Submit a request" button at the bottom right of the screen or by emailing support@artec3d.com

 

 

 

 

 

 

 

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