When experiencing difficulties capturing in XVWeb Capture, the issue can be caused by multiple factors. To help narrow the scope of troubleshooting for the issue, it can be helpful to ensure your sensor and the sensor's driver are performing as expected prior to contacting PlanetDDS Support.
Purpose:
This guide covers how to begin troubleshooting difficulties capturing within XVWeb Capture with a Schick sensor through the diagnostic tools in the sensor's built-in Intraoral Sensor Configuration App.
Process:
Using Diagnostic Tools in Intraoral Sensor Software Configuration App
- Click on the Windows Search bar located on the Taskbar
- Search "Intraoral Sensor Configuration App"
- Navigate to the Sensor tab
- If no sensor is shown within the list after the sensor has been connected, click Refresh Sensors. If this does not allow the sensor to be shown, plug the sensor into a different port, and click Refresh Sensors. If the sensor continues to not show, we recommend contacting Sirona Support to receive further assistance with ensuring the sensor is recognized by the workstation.
- Run each diagnostic test individually and confirm a successfull result returns. If a failture for any of these tests are encountered, we recommend contacting Sirona Support for further assistance.
If the capture issues persist after all tests pass, we highly recommend submitting a ticket with PlanetDDS Support, and we would be happy to assist accordingly.
Article Version: 1.0 5/4/2026