Tips | PC check and preparation before requesting AS when the 3D scanner is not working properly

Instructions for remote support are at the very end of the page.

Remote support is possible after checking the pre-check items listed in order below.

1. check graphic card drivers and Windows updates first.

  1) Windows update

• Settings > Update & Security > Windows Update Check

• Keep it up to date

  2) GPU Driver Update

• NVIDIA drv Download

• Device Manager > Display Adaptor : Check your GPU model

 

 

3D scanners are devices that require high-performance computing and real-time graphics processing.

Many operating errors are caused by low-spec PCs, incorrect graphics card settings, or missing drivers. 

2. Check recommended PC specifications 

• Click here to see recommended PC specifications for each 3D scanner (J3D Blog)

• Be sure to check your CPU, RAM, and GPU specifications

3. How to collect system logs (required when requesting technical support)

1) How to collect DxDiag logs

• Enter Windows key + R → Enter dxdiag and run
• Click "Save all information" → Save text (.txt) file
• Send the saved file to the technical support team (j3d)

 

 

 

 

 

2) How to collect msinfo32 logs

• Input Windows key + R → Run msinfo32

• Menu > File > Save → Save .nfo file and forward

3. Graphics card settings: Force external GPU

1) NVIDIA Control Panel settings

• Right click on the desktop > Run NVIDIA Control Panel

• Click Manage 3D Settings on the left menu

• Select OpenGL Rendering GPU > External Graphics Card

• Set PhysX settings to external GPU in the same way and save

5. Install the latest version of EinScan software 

• Always use the latest version as previous versions may have Windows compatibility issues

• Before installation, it is essential to uninstall the existing version

• Download 3D scanner operating software (J3D Download Center)

6.  Check Windows Camera Permissions

3D scanner is recognized as a USB camera device.

• Settings > Privacy > Camera Move

• Enable the option to allow apps to access the camera

7. Avoid conflicts with antivirus programs 

• Certain commercial antivirus programs may interfere with the execution of 3D Scanner

• Recommended to set exception path or temporarily disable during installation

• Windows Defender has no compatibility issues

8. Run the software with administrator rights 

• Right click on the desktop or executable file > Select Run as administrator

9. Check USB 3.0 port 

• The scanner must be connected to a USB 3.0 port

• Some USB 3.0 ports may not be compatible, so try using a different port and also check to see if the USB driver is updated
  

Conclusion: 90% of the problems can be solved by properly configuring the PC environment.

The first thing to do when a 3D scanner error occurs is to check your PC specifications and settings.

If the problem persists even after checking the environment according to the above guide,

Please contact J3D with the log file and we will provide accurate support.

[Please also tell us the serial number of the 3D scanner]

* PC remote support connection method guide

Download and install the remote support program below.

Remote support program download link

After running the program, tell the J3D staff the 9-digit or 10-digit number behind "This workstation" displayed at the top.

Screen capture 2025-06-20 115412.png

Click "Approve" in the pop-up window to complete the connection.

* PC remote support connection method guide

• Download and install the remote support program below.

• Remote support program download link

• After running the program, tell the J3D staff the 9-digit or 10-digit number behind "This workstation" displayed at the top.
  
  

• Click "Approve" in the pop-up window to complete the connection.