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Intraoral Scanner Troubleshooting: Common Issues & How to Fix Them

  • Writer: Stuart Anderton
    Stuart Anderton
  • Jun 11
  • 6 min read

Intraoral scanners are powerful tools that transform digital dentistry, but even the best systems can fall short if used incorrectly or with suboptimal setups. Many common complaints—laggy performance, incomplete scans, poor accuracy—are often not hardware faults but user errors, software issues, or configuration problems.

Shining 3D scanners, intraoral Aoralscan L Aoralscan 3 Aoralscan Elite Wireless intraoral scanners

This guide walks you through the most frequent scanner issues and how to troubleshoot them quickly and effectively, particularly for wireless scanner users.


Digital dentistry demands digital discipline. Your intraoral scanner is a powerful device—but only if used correctly and supported by the right software, hardware, and scanning habits.

Is the scanner being used correctly?

Before blaming the device, consider operator visibility and technique. Most scanning issues trace back to workflow setup, screen visibility, or distance from the scan target.


Is the PC screen in your field of view?

One of the most frequent issues reported—laggy scans—is rarely caused by the scanner. Instead, users often place the PC behind them on a counter and scan without seeing the real-time data.


Fix: Always position the screen in front of you. Watch the scan in real time. It provides instant feedback on accuracy, alignment, and tracking. If you're turning around to check your work after scanning, it's already too late.


A surgeon using an endoscope doesn’t watch their hands—they watch the screen. You should treat your scanner the same way: it’s a 3D endoscope, and your eyes should stay on the live scan data, not on your hands.

Is the correct worflow selected?

Selecting the correct scanning workflow—implant, denture, orthodontic—is critical. If you're scanning for an implant case but using the denture workflow, you're going to run into issues.


Make sure your workflow matches your treatment plan.


Are the correct teeth and HACS selected?

  • For IPG implant cases, you must select the correct HACS kit.

  • If your scan bodies (flags) aren’t registering, you've likley selected the incorrect HACS.


In implant mode, double-check:

  • Correct implant position selected

  • HACS kit matched to the brand and size


Are you scanning at the correct distance?

The scanner’s camera has a working range of 0–22mm. Anything beyond this range won’t be captured, and tracking will be lost.

Hold the scanner tip 5mm away from the surface for best results. Too close = you bump teeth - Too far = no data.


Are you using a logical scan strategy?

A structured scanning strategy that begins with anatomically rich areas—such as the occlusal surfaces and the singulum–incisor region—provides a dense and stable dataset for the software to lock onto, ensuring accurate stitching of the facial and lingual scans with minimal tracking errors.


This approach works because starting with the 8–4 occlusal segment and the anterior 3–3 singulum–incisor region creates a strong, well-connected anchor zone. Adding the 4–8 occlusal segment completes a dense U-shaped scan with high geometric contrast, providing an ideal structure for accurately stitching the facial and lingual passes. With the full occlusal and anterior context established first, the software can align the remaining data reliably, reducing the risk of tracking loss or stitching errors.


1. Occlusal Surface: 8–4 (Left Quadrant)

  • Begin on the occlusal surface from tooth 18 to 14.

  • Use a steady motion to capture the cusp anatomy and marginal ridges.

  • This builds the first anchor zone for alignment.


2. Anterior: Singulum + Incisal 3–3

  • Transition smoothly to the palatal/lingual singulum and incisal edges from tooth 13 to 23.

  • Capture the incisal edges and palatal curvature in a gentle arc.


3. Occlusal Surface: 4–8 (Right Quadrant)

  • Continue on to scan occlusal from tooth 24 to 28.

  • This completes the full arch occlusal scan, now joined firmly by the anterior segment.


4. Facial (Buccal) Surface: 8–8

  • Scan buccally from tooth 18 to 28 in a single pass.

  • Maintain a consistent lateral distance and angulation to maximise soft tissue and gingival margin clarity.


5. Lingual/Palatal Surface: 8–8

  • Finish with a lingual sweep from tooth 28 to 18, capturing palatal vaults or lingual anatomy as needed.

  • Adjust scanner tilt to capture undercuts while maintaining alignment.


Always scan from areas with well-defined structure (like occlusal or incisal edges) toward softer, more mobile tissue (like mucosa). This reduces drift and helps software maintain alignment accuracy.


Important note for HACS scanning:

When scanning HACS flags, it is essential to capture every single dot on the flag—regardless of whether the visual has changed from the original dot pattern to the solid black flag. The software still relies on the full dot data, so ensure complete capture of all visible points, even after the flag appearance updates on screen. Incomplete data may result in failed stitching or inaccurate alignment.


Following a repeatable, logic-based scan sequence anchored by dense anatomical landmarks not only improves software tracking—it ensures reliable results that reduce chairside frustration and scanning time. If your current workflow isn't grounded in geometry, now’s the time to rethink your approach.

Are you capturing too many images?

Each arch should generate around 500–800 images. Scanning excessively (1,000+ images) doesn’t make the scan more accurate—it slows processing and causes crashes.


Aim for efficient passes, not over-scanning. If you're at 900+ images, reassess your scan strategy.


Is the correct scan mode active?

Some users forget to switch between:

  • Intraoral vs. Extraoral mode

  • AI on or off (especially for implant workflows)


Set these before scanning begins, if it's incorrect, pause the scan and select the correct mode and then resume scanning.


Retraction

Good soft tissue retraction is critical. Use a device like Optragate to retract lips and cheeks comfortably, improving access and visibility—particularly in the posterior and anterior vestibular regions. This also reduces fogging and shadowing during scanning.


Ensure good haemostasis

Before scanning preps or deep margins, bleeding must be controlled. A clear, dry sulcus is essential for capturing fine detail—especially for crowns and bridges. Use haemostatic agents as needed, and always rinse thoroughly to avoid scan interference.


Laser ditching for subgingival margins

In cases with subgingival or indistinct margins, using a soft tissue laser to gently expose the margin (gingival troughing) can significantly improve clarity. This allows scanners to capture full circumferential detail without distortion from overhanging gingiva.


Is your scanner software & PC configured correctly?

Even with the correct workflow and technique, issues can arise from outdated software, incompatible hardware, or conflicting applications.


Are you running the latest version?

Check your version via:

Gear Icon → About → Full Software Version

Then visit the Shining 3D Software Updates page by clicking HERE and compare. If it’s outdated:


Update manually. Download and install the latest version. You won’t lose any scans or patient data.


After updating:

Gear Icon → About → Device → Re-select Your Scanner

Optimise your PC for scanning

Your scanner is only as good as the PC it's connected to. Here’s how to make sure it’s working at peak performance.


Recommended PC specs

Minimum specs to ensure optimal scanning performance:

  • Intel i7 8700 or higher (not any other brand)

  • NVIDIA RTX 4060 GPU (not any other brand)

  • 32GB RAM

  • 500GB SSD

  • Windows 11

  • 2x USB 3.0 ports

  • USB-C PD (15W+)

  • Stable internet (≥25 Mbps upload/download)


Power supply matters

Running on battery? Expect issues. Battery mode disables the dedicated GPU, leading to lags and stuttering.


Always plug in your PC during scanning.


Remove conflicting software

Avoid installing:

  • Other scanning software (e.g., 3Shape)

  • Streaming/screen mirroring tools

  • Third-party antivirus or firewalls

  • BitDefender (we will void any warranty on the device and PC supplied if this software is used and found to prevent the software/hardware running)


These will interfere with scanner and GPU performance.


Manual updates are crucial

Don’t rely on auto-updates. Manually check for:

  • Windows updates

  • Dell/Alienware drivers

  • GPU drivers (via NVIDIA Control Panel)


Also, force your system to use the NVIDIA GPU:

Right-click desktop → NVIDIA Control Panel → Manage 3D Settings → Preferred GPU: High-performance NVIDIA processor

Other PC setup tips

  • Create a C:\SystemRecovery folder to store your installers, this is where our support team will look to install and store notes.

  • Uninstall antivirus & disable Windows Defender

  • Keep the PC dedicated to scanning—no web browsing, no email, no personal use


Final steps: test everything

Once everything’s configured:

  • Open the software

  • Select the correct scanner and workflow

  • Perform a test scan

  • Confirm that real-time feedback works as expected


Conclusion

Digital dentistry demands digital discipline. Your intraoral scanner is a powerful device—but only if used correctly and supported by the right software, hardware, and scanning habits.


If you’re experiencing lag, poor accuracy, or incomplete scans, don’t start by blaming the hardware. Check the fundamentals: scan visibility, PC configuration, correct workflow, and software version.


With a clean setup and good habits, your scanner will deliver the speed, accuracy, and efficiency it's designed for—every time.


Need more support?

If you're still experiencing issues or want to see proper scanning technique in action:



Let us help you get the most out of your scanner.


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