Scanner Performance Troubleshooting
- Stuart Anderton
- Jul 28
- 2 min read
If your scanner is losing tracking, running slowly or producing inconsistent results, complete every step below or contact your account representative for assistance with the process.
Regardless of your scanning experience, effective troubleshooting requires the computer, software, drivers, firmware, scanner hardware and settings to be checked systematically. Each component must be compatible, correctly configured and working together to produce reliable results.
Please do not skip a step because you do not believe that step is related to the issue. Completing the entire process is necessary to identify the cause and resolving the problem.
Install all Windows updates
Open Settings → Windows Update → Check for updates. Download and install all available updates, then restart the computer.
Update the NVIDIA graphics driver
Confirm your graphics card model using Task Manager → Performance → GPU, or use our NSPECT system-checking tool. Visit the official NVIDIA Driver Downloads page and select the correct product type, series and graphics card model. Download and install the latest driver, then restart the computer.
Check the SHINING 3D software version
Open the SHINING 3D software and go to Settings → About to find the full version number.
Compare this with the latest compatible version listed on the official SHINING 3D Software Downloads Page. Download and install the update if required.
Run Computer Setting Optimisation
In the SHINING 3D software, go to Settings → Scan Settings → Computer Setting Optimisation, then apply the recommended settings.
Test the computer settings
Go to Settings → Scan Settings → Start Testing and confirm that the computer passes the performance test.
Calibrate the scanner
Complete the scanner calibration process using the supplied calibration tool and follow the instructions displayed in the software.
Review your scanning technique
If the scanner loses tracking, slowly return to an area captured approximately two or three frames earlier—usually two or three teeth back in the direction you came from. Do not attempt to restart from the exact point where tracking was lost, as there is insufficient recognised geometry for the scanner to relocate itself. Allow the scanner to recognise the previously captured area, then continue scanning.
As with all professional high-technology equipment, the computer, software, hardware, firmware and system settings must be compatible, correctly configured and working together to produce reliable results.
It is highly unlikely that you will continue to experience issues after completing all seven steps. If you are unsure whether your team is keeping Windows, graphics drivers and other computer components up to date, set a reminder to repeat these checks every three months.
