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"Invalid Serial Number" Error Message

Nigel Kneisley
Updated

 If you receive an error stating "Invalid serial number detected. Please be sure that the hardware is plugged in and correctly configured and then retry the operation" when attempting to capture using a Gendex, Dexis, or KaVo sensor as shown in the image below, this is typically caused by missing or improperly installed drivers, a missing correction file, or XVCapture's Gendex Imaging extension is currently configured to utilize a different model of sensor. 

 

Please read below for each possible cause and their respective resolutions. 

 

Gendex Imaging extension is configured to utilize a different model of sensor

This commonly occurs if a practice has both Gendex GXS700/Dexis Platinum sensors installed and in use alongside the newer Dexis Titanium/KaVo IXS sensors, as XVCapture's Gendex Imaging extension is capable of integrating with both sensors. 

This can also occur if GXPicture was configured to install for both Gendex GXS700/Dexis Platinum and Dexis Titanium/Kavo IXS sensors during first-time setup, when the practice only has one of the two models in use. 

This can be resolved by specifying which sensor XVCapture should use within the Gendex Imaging extension:

  1. Launch XVCapture and select Capture Images
  2. Enter in a test patient or select a test patient from the MRU, then select Capture Images

  3. Select Gendex Imaging Digital X-ray

  4. Click a single tooth (do not select a progression)

  5. Select the correct device from the Select Device drop-down in the imaging extension's interface

    1. IXS = Dexis Titanium, KaVo IXS
    2. GXS700 = Gendex GXS700, Dexis Platinum
  6. Close the capture interface and select Save and Go Back

Moving forward, the Gendex Imaging extension in XVCapture will automatically use the device selected in step 5.

 

GXPicture is not installed or is improperly installed

If C:\Program Files (x86)\Gendex does not exist and the GXPicture icons are not shown in the System Tray as shown below, this indicates the GXPicture suite is not installed:

 

If GXPicture is not installed, please refer to Integrating Gendex/Dexis/KaVo Sensors and Cameras – Apteryx for instructions on installation. 

 

Sensor correction files are missing or not installed

Install the sensor correction/calibration file(s) from the CD that came with the sensor (only necessary for GXS700/Dexis Platinum sensors - if using Kavo IXS or Dexis Titanium sensors, the correction files will automatically install on first-time use, meaning this step can be skipped):

  • The install directory for the calibration files will need to be changed to the hardware-specific Correction Files folder within the Gendex directory found in:
    (For 64-bit Windows:)  C:\Program Files (x86)\Gendex\
    Note:  An example sensor folder for the Dexis Platinum sensor could be C:\Program Files (x86)\Gendex\GXS700_CorrectionFiles , but if the GXS700_CorrectionFiles folder does not exist, it would need to be created. If you run into issues installing the correction files for any sensor, please contact KaVo at 800-769-2909 for further assistance.

 

Article Version 1.1 2026.3.4

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