Imaging Hardware Troubleshooting Guide

This guide is designed to help support teams, MSPs, and office IT staff determine whether an imaging issue is caused by (A) hardware or manufacturer software, (B) Planet DDS/Apteryx software, or (C) an environmental or IT issue. Use it as a starting point before escalating to any party.

This guide is intended for technical troubleshooting. If you are clinical staff or do not have permission to install drivers, change Windows settings, access Device Manager, or modify workstation configuration, involve your office IT team or MSP before continuing.

Important: Start with safe, reversible checks first. Avoid changing drivers, firmware, calibration settings, or hardware-level configuration unless directed by the hardware manufacturer, customer IT, or the customer’s imaging hardware support vendor.

Index

1. Universal Triage (Start Here)
2. Intraoral Sensors
3. Intraoral Cameras
4. 2D Pan/Ceph (Panoramic and Cephalometric Units)
5. 3D CBCT (Cone Beam Computed Tomography)
6. Intraoral 3D Scanners
7. Support Loops: When Troubleshooting Stalls

1. Universal Triage (Start Here)

Before troubleshooting any specific hardware type, run through these steps first. The answers will help determine whether the issue is related to hardware, drivers, Apteryx software, workstation configuration, or the customer environment.

For larger or multi-location teams: Imaging support works best when there is a clear internal triage process. Planet DDS supports Apteryx software and integrations, hardware manufacturers support their equipment and manufacturer software, and customer IT or the customer’s MSP supports the workstation, permissions, network, security, and local environment. When an internal technical owner can help validate the issue before escalation, problems are usually resolved faster and with fewer support loops.

Before escalating, it helps to know who owns workstation setup, who can confirm permissions and security settings, who opens tickets with Planet DDS or the hardware manufacturer, and who can coordinate testing if multiple parties need to troubleshoot together.

Step 1 - Confirm the workstation is in a good state for troubleshooting

Before changing drivers or settings, confirm the workstation is stable enough to troubleshoot.

1. Open Task Manager and check the system uptime.
   • If the workstation has been running for several days or longer, reboot before continuing.
   • Extended uptime can contribute to USB, driver, or application instability.
2. Confirm the user or technician has the appropriate permissions.
   • Open Device Manager.
   • If Device Manager prompts for administrator credentials, or required changes cannot be made, involve customer IT or the MSP before continuing.
3. Close unnecessary imaging applications before testing.
   • Another imaging application may take control of the device driver and make the issue appear to be in Apteryx when it is actually a driver or application conflict.

Step 2 - Is the device recognized in Windows Device Manager?

Open Device Manager (right-click Start > Device Manager) and expand the relevant categories before doing anything else. Common ones include Imaging Devices, Universal Serial Bus controllers, Ports (COM & LPT), Cameras, and Sound, video and game controllers.

Identifying the device by reseating it:
If you are not sure which entry corresponds to the hardware you are troubleshooting, unplug the device while watching Device Manager. The list will refresh and an entry may disappear. Plug it back in and the entry should reappear. That is your device. Expand multiple categories first so you can catch the change wherever it appears.

Step 3 - Rule out simple physical and connection issues

Start with physical and reversible checks before touching drivers.

• Try a different USB port directly on the computer. Bypass any hub, extension, docking station, wall-mounted USB port, or operatory pass-through cable and connect the device straight to the workstation.
• Remove passive USB hubs and unpowered extensions. A device may appear in Device Manager but still fail during capture if the port, hub, or extension cannot reliably support it.
• Inspect cables and connectors. Look for loose connections, visible wear, kinks, fraying, bent pins, bite marks, strain near the cable base, or intermittent behavior when the cable is moved.
• Check room-specific hardware. In a fixed operatory setup, USB wall ports, in-room USB extensions, and the computer itself are all part of the environment. A port that works for a keyboard may not reliably power imaging hardware.
• For sensors with an intermediary box: reseat and check each connection point individually: sensor-to-box, box-to-USB cable, and USB cable-to-workstation. If possible, swap the USB cable from the box to the computer before assuming the box or sensor has failed.
• Test the same device on another workstation if available. If the issue follows the device, suspect the device or its driver. If it stays with the workstation or room, suspect workstation configuration, USB infrastructure, or room-specific hardware.
• Test another known-good device on the same workstation if available. If a different device works in the same setup, the original device becomes more suspect.

Step 4 - Does the device work outside of Apteryx software?

Close all Apteryx software (XVCapture, Apteryx Online Capture) before running this test. Also close any other imaging applications on the machine.

Test the hardware using the appropriate tool for the device type:

• Intraoral sensors and 2D pan/ceph: test in the manufacturer's bundled acquisition software, or using the manufacturer's TWAIN drivers in TWACK32.
• Intraoral cameras: use AMCAP (AMCAP Manual) or webcam-test.github.io to verify the live video feed.
• 3D CBCT: test acquisition and viewing in the manufacturer's dedicated 3D software. TWAIN is not a supported acquisition method for 3D devices.

Step 5 - Review the software and IT environment

If the device is recognized but still does not behave correctly, review workstation and security settings before changing drivers.

• Antivirus: security software may quarantine driver files or block them during installation or operation. Customer IT should whitelist the relevant hardware driver folders and Apteryx application folders as appropriate.
• Firewall: customer IT should apply appropriate allow rules for Apteryx executables, driver processes, and required network paths.
• Folder permissions: confirm the end-user account has read and write access to the required driver and application folders. Restrictive group policies can cause silent failures.
• Competing applications: confirm no other imaging software is installed and running in the background with driver-level access to the same hardware.
• Recent changes: ask whether Windows updates, antivirus changes, workstation replacements, domain policy changes, manufacturer support sessions, hardware moves, or cable changes occurred shortly before the issue started.

Step 6 - Perform a clean driver reinstall only when appropriate

Clean driver reinstalls should not be treated as an early troubleshooting step. They should generally be performed only when recommended by the hardware manufacturer, the customer’s imaging hardware support vendor, or the customer’s IT team following manufacturer guidance.

That said, some devices are known to require this type of reinstall to resolve specific issues. Only consider a clean driver reinstall after physical checks, reboot, testing outside of Apteryx, and environmental checks have been thoroughly reviewed.

Uninstalling from Programs and Features can leave behind files that cause the same problem to return after reinstalling. A clean reinstall means removing the software and any confirmed leftover files before installing fresh.

Before manually removing any files, contact the hardware manufacturer and ask for their recommended clean removal process. Some manufacturers provide a dedicated cleanup tool or documentation listing every file and folder their installer places on the system.

If no manufacturer guidance is available, the following locations are common places to find leftover driver or application files:

• C:\Program Files\ and C:\Program Files (x86)\
• C:\ProgramData\
• C:\Users\[username]\AppData\Local\ and AppData\Roaming\

Driver reinstall steps:

1. Confirm with the manufacturer which driver version should be installed.
2. Uninstall the device software and drivers from Programs & Features (Control Panel).
3. Open Device Manager, right-click the device, and uninstall the driver. Check the box to delete the driver software if prompted.
4. Reboot.
5. Remove any confirmed leftover files or folders per manufacturer guidance or from the locations above.
6. Install the manufacturer-recommended driver version.
7. Reconnect the hardware and confirm it appears in Device Manager without errors.
8. Test outside of Apteryx first.
9. Test in XVCapture or Apteryx Online Capture after the device works outside Apteryx.

Do not perform firmware updates, calibration changes, or hardware-level service steps unless directed by the hardware manufacturer or the customer’s imaging hardware support vendor.

Triage Decision Summary

X-ray generator - last resort (sensors and phosphor plates only)

If all sensor, cabling, workstation, and environmental checks above have been ruled out and the problem is consistently isolated to one operatory regardless of which sensor or phosphor plate is tested, the X-ray generator (tube head) or related room hardware may be the cause.

Two failure patterns to recognize:

• Angle-dependent failure: the unit fires correctly when aimed in one direction but produces nothing when repositioned. This may indicate a pinched or damaged internal cable that makes or breaks contact depending on tube head position.
• General degradation or failure: the unit consistently fails to fire or produces inconsistent results regardless of position.

Getting the hardware manufacturer onsite to evaluate an X-ray generator is a significant step and should only be considered after the checks above are exhausted. Contact the manufacturer of the X-ray unit or the customer’s imaging hardware support vendor. This is outside the scope of both Apteryx support and general IT support.

2. Intraoral Sensors

For general triage steps - workstation stability, permissions, Device Manager, connection checks, testing outside Apteryx software, environmental checks, and driver guidance - refer to Section 1 before working through this section.

Scope of Support

Driver Guidance

Dexis Sensors / KaVo Legacy Drivers
Some Dexis sensors still use KaVo legacy drivers. Outdated versions of these drivers are still in circulation and may contribute to capture errors. If you are experiencing capture errors with a Dexis sensor, confirm the driver version with the manufacturer or customer IT before changing it.

Schick Sensors - IOSS vs. Legacy Drivers
Schick sensors can use either legacy Schick drivers or IOSS drivers. Legacy drivers are compatible with both XVCapture and Apteryx Online Capture and are the recommended default.

IOSS drivers are only compatible with Apteryx Online Capture and are not compatible with XVCapture. If IOSS drivers are currently installed:

• Revert to legacy Schick drivers as the first step unless Sirona has specifically directed otherwise.
• If Sirona has specifically directed the customer to use IOSS drivers to resolve a hardware issue, obtain a Sirona support ticket number and submit a Planet DDS/Apteryx support ticket referencing it. Both parties may need to coordinate on a resolution.

General Driver Guidance

1. Do not update or reinstall drivers until physical connection, reboot, permissions, and outside-Apteryx testing have been completed.
2. If the current driver is suspected, confirm the recommended version and clean removal process with the hardware manufacturer or the customer’s imaging hardware support vendor before reinstalling.
3. If a version update is being considered, test it on a single workstation before rolling it out broadly.
4. If you are unsure which driver version to install, contact the manufacturer for guidance or submit an Apteryx support ticket if the device works outside Apteryx but fails in XVCapture or Apteryx Online Capture.

Hardware Replacement Indicators

Consider sensor hardware a likely suspect when:

• The sensor cable shows visible damage, kinking, fraying, or the USB connector is loose.
• The sensor shows physical damage from being dropped, bitten on, or exposed to moisture.
• Image quality is degrading on an aging sensor and cannot be attributed to positioning, exposure, technique, workstation configuration, or software settings.
• The issue follows the sensor when connected to a different computer.
• The sensor fails in manufacturer software or TWACK32 as well as Apteryx.
• Sensor has experienced heavy usage and is greater than 5 years old

For cleaning products, check with the sensor manufacturer for approved cleaning products. Some common clinical cleaning wipes can degrade sensor housing seals over time.

Phosphor Plate Scanners

Phosphor plate (PSP) scanners have some unique considerations separate from direct-sensor troubleshooting.

Plate Orientation
Phosphor plates must be loaded into the scanner tray in a consistent orientation. Some scanners only accept the plate one way. Inconsistent loading can result in mirrored or incorrectly processed images. Confirm plates are being loaded in the same direction every time.

Known Issue: Digora Optime
The Digora Optime has a known orientation issue with certain driver versions. If you are experiencing orientation-related image issues with a Digora Optime, submit a Planet DDS/Apteryx support ticket.

Hardware Failure Indicators
Consider phosphor plate scanner hardware a likely suspect when:

• The scanner cable shows visible damage or the connection is loose.
• Plates show physical damage, including bite marks or water spots.
• Image quality issues (fogging, artifacts, low density) persist across multiple plates and cannot be attributed to exposure or positioning.
• The issue reproduces in manufacturer software or follows the scanner to another workstation.

Check with the manufacturer for approved cleaning products. Harsh cleaning products can damage the scanner or plates over time.

3. Intraoral Cameras

For general triage steps - workstation stability, permissions, Device Manager, physical checks, testing outside Apteryx software, environmental checks, and driver guidance - refer to Section 1 before working through this section.

Scope of Support

Universal Triage Questions

Before diving into camera-specific troubleshooting, answer these questions first:

1. Does the issue occur on every computer, or only one specific machine?
2. Does the camera appear in Device Manager?
3. Does the camera work outside of Apteryx software?
4. Has the camera been tested on a different USB port?
5. Has the camera been tested on a different computer entirely?

If the issue follows the camera, suspect camera hardware or camera drivers. If the camera works on another machine, suspect the original workstation, USB path, security software, permissions, or Apteryx configuration.

Testing the Camera Outside of Apteryx Software

The most important step before Apteryx troubleshooting is to confirm whether the camera functions correctly outside of Apteryx entirely.

For XVCapture users: use AMCAP or another camera viewing application to verify the camera produces a live video feed independent of Apteryx software. If the feed is visible and functioning normally in an external tool, the hardware is working and any capture issue is likely on the Apteryx configuration or software side.

For Apteryx Online Capture users: use a browser-based camera test tool such as webcam-test.github.io to verify the camera is accessible via WebRTC, which is the same API Apteryx Online Capture uses. If the camera works in the browser test but not in Apteryx Online Capture, the issue is likely on the Apteryx configuration side.

Note for laptop users: if multiple cameras appear in Device Manager, such as a built-in webcam plus an external intraoral camera, consider disabling the internal camera if it is not needed. This can prevent Apteryx from defaulting to the wrong camera device.

Capture Button Configuration

The single most common intraoral camera issue is that the video feed works but the hardware capture button does not. How the capture button is configured depends on which Apteryx application you are using.

Recommended: Capture Button Software
Most intraoral cameras include companion software that allows the hardware capture button to be mapped to a keyboard shortcut. This is the recommended setup for both XVCapture and Apteryx Online Capture because it does not require per-port configuration and reduces maintenance overhead when cameras are moved between USB ports.

• In XVCapture, the keyboard shortcut must be mapped to the spacebar.
• In Apteryx Online Capture, the keyboard shortcut can be mapped to spacebar or another supported key depending on the camera software.

If capture button software is not available for your camera model or is not functioning, fall back to the Still Pin method below.

Fallback: Still Pin (XVCapture only)
Still Pin is a hardware-level trigger configuration available in XVCapture. It is not currently available in Apteryx Online Capture.

• Still Pin must be configured per USB port, per camera make and model.
• When setting up Still Pin, configure it on every USB port the camera may be connected to, not just the one currently in use.
• Some cameras share internal hardware with other models. For example, MouthWatch and Daryou cameras use the same internal components, so a Still Pin configured for a MouthWatch camera does not need to be reconfigured separately for a Daryou on the same port.

Driver and Software Guidance

• Ensure the camera is recognized in Windows Device Manager before troubleshooting within Apteryx.
• If the camera is not appearing in Device Manager, the issue is hardware or driver level. Apteryx software cannot resolve a device that Windows cannot see.
• Before reinstalling drivers, confirm the camera fails outside Apteryx and test a different USB port or workstation if possible.
• For a clean reinstall, contact the camera manufacturer to confirm which files their uninstaller removes and whether manual cleanup is needed before reinstalling.
• Driver updates can sometimes resolve capture failures, but test any new driver version on a single workstation before broader rollout.

Hardware Failure Indicators

Consider the camera hardware a likely suspect when:

• The camera is not recognized in Windows Device Manager.
• The live video feed does not appear in any external camera viewing tool, such as AMCAP or a browser test.
• The issue follows the camera when moved to another computer.
• The cable shows visible damage, kinking, or the USB connector is loose.

If the issue resolves when the camera is connected to a different USB port, suspect the original port or any USB extension or hub in use. Passive USB hubs are a known source of intermittent capture failures. Use powered hubs or connect directly to the workstation where possible.

Camera-Specific Issues

If you have followed the steps above and cannot isolate whether the issue is hardware or Apteryx software, submit an Apteryx support ticket with the following information:

• Camera make and model
• Apteryx application in use: XVCapture or Apteryx Online Capture
• Whether the issue reproduces outside of Apteryx, including AMCAP or browser test result
• Whether the issue is port-specific, machine-specific, or follows the device
• Any error messages observed

4. 2D Pan/Ceph (Panoramic and Cephalometric Units)

For general triage steps - workstation stability, permissions, Device Manager, testing outside Apteryx software, environmental checks, and driver guidance - refer to Section 1 before working through this section.

Important: Pan/ceph units are expensive clinical imaging systems. Planet DDS/Apteryx can troubleshoot Apteryx integrations, TWAIN behavior, and capture workflow inside our software. Hardware service, calibration, firmware, exposure controls, generator behavior, and manufacturer software failures should be handled by the hardware manufacturer or the customer’s imaging hardware support vendor.

Scope of Support

Scope of This Section

This section covers capture failures - situations where you cannot successfully acquire an image through XVCapture or Apteryx Online Capture. Image quality concerns such as exposure, positioning, artifacts, calibration, or routine manufacturer maintenance are outside the scope of this guide.

Primary Workstation

Pan/ceph units are typically connected to one primary computer. That is the computer where testing should be performed and where Apteryx software needs to function. Some manufacturer software supports acquisition from the same hardware across multiple rooms or computers, but configuring and supporting multi-computer acquisition is outside Apteryx scope.

How to Confirm the Machine is Working Outside of Apteryx Software

The most important step for any pan/ceph capture failure is to test acquisition in the manufacturer's software outside of Apteryx entirely.

• If acquisition succeeds in manufacturer software but fails in XVCapture or Apteryx Online Capture: the hardware is functioning. Submit an Apteryx support ticket.
• If acquisition also fails in manufacturer software: the issue is on the hardware, manufacturer software, driver, firmware, calibration, or workstation side. Contact the manufacturer or the customer’s imaging hardware support vendor.

Testing Your Integration Method

Pan/ceph units connect to Apteryx through one of two integration methods.

Direct Extension (XVCapture) / Plugin (Apteryx Online Capture)
This is a manufacturer-specific integration. XVCapture refers to this as a Direct Extension; Apteryx Online Capture refers to it as a Plugin. If this method is failing, first test in manufacturer software. If manufacturer software works and Apteryx does not, submit an Apteryx support ticket referencing which integration method is in use.

TWAIN
TWAIN is a generic interface using the manufacturer's TWAIN drivers. Manufacturers typically install TWAIN drivers on the workstation alongside their own software, even when Direct Extension or a Plugin is the primary method. TWAIN and Direct/Plugin integrations can sometimes be switched between if one fails.

To test TWAIN outside of Apteryx, use a third-party TWAIN utility such as TWACK32.

• If TWAIN acquisition works in the third-party utility but fails in Apteryx, submit an Apteryx support ticket.
• If TWAIN acquisition also fails in the third-party utility, the issue is on the hardware, driver, manufacturer software, or workstation side. Contact the manufacturer or the customer’s imaging hardware support vendor.

Driver and Firmware Updates

Driver and firmware updates on pan/ceph units require careful coordination with the hardware manufacturer and should not be approached casually.

• Driver updates affect what is installed on the computer to communicate with the hardware.
• Firmware updates affect software built into the pan machine itself.

Installing a new driver version may require a firmware update, and a firmware update may affect an existing Apteryx integration if it introduces changes the integration has not been tested against.

The safest approach is to avoid driver or firmware updates unless the manufacturer has specifically recommended them. If an update is required, have the manufacturer manage it and confirm hardware functionality in their software before re-testing in Apteryx.

When to Escalate Hardware Concerns

Stop Apteryx troubleshooting and involve the hardware manufacturer or the customer’s imaging hardware support vendor when any of the following are suspected:

• Calibration issues
• Firmware updates or firmware rollback
• Generator, emitter, tube head, or exposure-control concerns
• Hardware-level image quality issues
• Exposure switch or wall-mounted trigger failures
• Physical machine movement, installation changes, or room cabling changes
• Acquisition failure in manufacturer software

Hardware Failure Indicators

Consider the pan/ceph unit hardware a likely suspect when:

• Acquisition fails in both Apteryx and manufacturer software.
• The unit does not respond to acquisition commands.
• A recent physical event occurred - a move, installation change, power issue, or cabling work in the room.
• The unit has not had routine manufacturer maintenance or calibration in an extended period. Check with the manufacturer for their recommended service schedule.
• The exposure trigger may be damaged. Pan/ceph units use an exposure trigger located outside the room, either a handheld switch or a button mounted on the wall. If a handheld switch has been dropped or damaged, it may not maintain the button press through the full duration of the capture, causing the acquisition to stop mid-process and return a hardware error. This will reproduce in manufacturer software as well.

If the issue is isolated to Apteryx only, submit an Apteryx support ticket with the integration method, test results from outside Apteryx, and any error messages observed.

5. 3D CBCT (Cone Beam Computed Tomography)

For general triage steps - workstation stability, permissions, Device Manager, testing outside Apteryx software, and environmental checks - refer to Section 1 before working through this section.

Note: Apteryx 3D is a paid add-on to the Apteryx subscription. If you have questions about your current subscription or would like to discuss adding Apteryx 3D, contact your Planet DDS account manager.

Important: CBCT units are high-cost clinical imaging systems. Planet DDS/Apteryx can troubleshoot CT Importer, Apteryx 3D viewing, direct integration behavior, and Apteryx import workflow. Hardware capture failures, reconstruction failures, calibration, firmware, exposure settings, and manufacturer 3D software issues should be handled by the hardware manufacturer or the customer’s imaging hardware support vendor.

Scope of Support

Scope of This Section

This section covers situations where a scan cannot be successfully acquired, exported, imported, or viewed through an Apteryx workflow. Deeper manufacturer software troubleshooting, reconstruction troubleshooting, calibration, exposure, and physical unit troubleshooting are outside the scope of this guide.

How CBCT Units Connect to Apteryx

There are three ways CBCT scans are brought into Apteryx:

CT Importer (XVCapture) - Recommended
CT Importer is a XVCapture extension that monitors a designated folder. When the manufacturer's 3D software exports a completed scan to that folder, CT Importer imports it and overwrites the patient information from the DICOM file with the correct patient from the bridged record in Denticon or Apteryx. This is the preferred method because it helps ensure the image is tied to the correct patient record regardless of how patient information was entered at the time of scan.

Apteryx 3D Import
Apteryx allows direct DICOM file import. This method does not overwrite patient information from the DICOM file, so if patient details were entered incorrectly at the time of scan, the image may not associate with the correct patient record.

Direct Integration (XVCapture Direct Extension / Apteryx Online Capture Plugin)
Apteryx offers direct capture integration with compatible CBCT devices. XVCapture refers to this as a Direct Extension; Apteryx Online Capture refers to it as a Plugin. Contact Apteryx support with the make and model of your unit to confirm whether your device is supported.

How to Confirm the Unit is Working Outside of Apteryx

Start by confirming the unit can capture and produce viewable output in the manufacturer’s 3D software.

• Capture a scan and view it in the manufacturer's software. If the scan completes and the image is viewable there, the hardware, reconstruction, and manufacturer-side output are functioning.
• If the scan completes but cannot be viewed in manufacturer software: the issue is likely with the unit output, reconstruction, or manufacturer software. Contact the manufacturer.
• If the scan is viewable in manufacturer software but the direct integration in Apteryx is not working: export the scan as DICOM files from the manufacturer software, import using XVCapture CT Importer, and test viewing in Apteryx 3D. If the image imports and views correctly this way, the issue is specific to the direct integration. Submit an Apteryx support ticket.
• If the image imports via CT Importer but cannot be viewed in Apteryx 3D: submit an Apteryx support ticket.

If a sample or previously captured non-diagnostic test dataset is available, it may be used to validate import and viewing without requiring a new patient scan. Do not acquire unnecessary patient scans for troubleshooting.

When to Escalate Hardware Concerns

Stop Apteryx troubleshooting and involve the hardware manufacturer or the customer’s imaging hardware support vendor when any of the following are suspected:

• CBCT acquisition failure
• Reconstruction failure
• Calibration issues
• Firmware updates or firmware rollback
• Generator, emitter, or exposure-control concerns
• Hardware-level image quality issues
• Manufacturer 3D software errors
• Physical unit movement, installation changes, power issues, or room cabling changes

Hardware Failure Indicators

Consider the CBCT unit hardware a likely suspect when:

• Acquisition fails or reconstruction does not complete in manufacturer software.
• The scan completes but the image cannot be viewed in the manufacturer's software.
• The unit does not respond to scan commands.
• A recent physical event occurred - a move, installation change, power issue, or room cabling work.
• The unit has not had routine manufacturer calibration or maintenance in an extended period. Check with the manufacturer for their recommended schedule.

If the issue is isolated to Apteryx only, submit an Apteryx support ticket with the integration method, test results from outside Apteryx, and any error messages observed.

6. Intraoral 3D Scanners

Apteryx/Planet DDS does not have direct integration with intraoral 3D scanner hardware or manufacturer software. All hardware, software, and capture troubleshooting for intraoral 3D scanners should be directed to the hardware manufacturer.

The only Apteryx touchpoint for intraoral 3D scanners is the ability to import and view colorless STL files in Apteryx. STL files can be imported using the STL Importer in XVCapture and viewed in Apteryx 3D, which requires an Apteryx 3D subscription. Direct import through Apteryx is not available for intraoral 3D scanner files.

If you have questions about Apteryx 3D or the STL Importer, contact your Planet DDS account manager or submit an Apteryx support ticket.

7. Support Loops: When Troubleshooting Stalls

A support loop occurs when an issue cannot be resolved because each party involved - Planet DDS/Apteryx, the hardware manufacturer, and customer IT - believes the problem belongs to one of the others. This is common with imaging hardware issues because the full workflow touches all three parties, and no single party has visibility into everything.

How to Recognize a Support Loop

A support loop is likely when:

• Apteryx support has confirmed the software is functioning correctly but the issue persists.
• The hardware manufacturer has confirmed the hardware is functioning correctly but the issue persists.
• Customer IT has confirmed the workstation or network is configured correctly but the issue persists.
• Each party is directing you back to another party without a clear resolution path.

How to Break the Loop

The most effective way to resolve a support loop is to bring all required parties together on a single call. Customer IT is usually best positioned to coordinate this because they have visibility into the workstation environment and often own access to the systems involved.

When scheduling a joint call, have the following ready:

• An active Planet DDS/Apteryx support ticket number.
• A hardware manufacturer support ticket or case number.
• The affected location, operatory, workstation name, and user contact information.
• Device make, model, and serial number if available.
• Clear screenshots or exact wording of any error messages.
• A clear description of what changed before the issue started, if known.
• A summary of what has already been tested and what each party has confirmed.
• Access to the affected workstation during the call so testing can happen in real time.
• Someone onsite if hands-on device testing is required.

Why Customer IT is Best Positioned

Customer IT is best positioned to coordinate a joint troubleshooting call because they can communicate technically with both support teams, preserve details that may otherwise get lost in relay, and arrange for the necessary workstation access and onsite support if physical testing is required.

They can also manage scheduling and expectations with the office internally. Troubleshooting imaging hardware may require pausing use of a room or testing outside of patient hours, and the priority throughout this process should be minimizing disruption to patient care.

What to Include in an Apteryx Support Ticket

To help Planet DDS Support review the issue efficiently, include as much of the following as possible:

• Customer name and location
• Affected operatory or room
• Affected workstation name
• Device type, make, and model
• Apteryx application in use: XVCapture, Apteryx Online Capture, CT Importer, or Apteryx 3D
• Whether the issue occurs outside Apteryx in manufacturer software or a third-party test tool
• Whether the issue follows the device, follows the workstation, or only occurs in one room
• Any recent changes, including Windows updates, driver updates, hardware moves, or manufacturer support sessions
• Exact error messages or screenshots
• Manufacturer support ticket number, if one exists