Scanner keeps disconnecting when trying to import.

Support
1

I’m keeping trying to import my scans in StarVision (tried Workspace and model Library). Each times it gets to about 5% to 10% then disconnects.

2

Hi, Tim

Could you please send us more information like your software version, the size of your scans data, or you can submit a ticket to get our technical support: Submit a ticket : Einstar Support

3

I’m using the latest version of StarVision V1.3.0-13. File sizes vary from 1.1G to 4.3G.
Software version on the VEGA is V1.3.0-22

4

Hello. I encountered the same issue in my environment.
In my case, the problem was caused by connecting through a USB hub instead of directly to the PC.
I also experienced the same issue when using the front USB-C port on my PC.

I’m not sure if this will solve your problem, but if your PC has multiple USB-C connectors, you might want to try changing the port you’re using.
I wish you the best of luck!

5

i have the same problem for a couple weeks now
changed usb cabels tried all usb ports on computer till today no luck an support is not answering any emails or respond to my ticket

6

Hi, rr.kardol

Thanks for your feedback, make sure you are using the original USB cable in our box and we will reply your ticket asap!

7

Hi, taichiteramura

Thanks for your helpful information to other users! We are collecting information to identify the issue.