Support & FAQ

A. Look in Device Manager to see if the sensor is showing a problem (yellow exclamation mark) or even shows at all, if not sure try unplugging and re-plugging the sensor, try a different USB port, if sensor continues to show a problem you should try this on another computer, if it still shows the problem the sensor could be faulty, you should then move the cord (bending every several inches from 1 end to the other end) while watching the Device Manager to see if the problem goes away indicating that the cord or connection could be bad.

A. If sensor shows normally in Device Manager ensure you are selecting the correct sensor in your imaging program.

A. If using a Quickray (E2V) sensor and sensor shows normally in Device Manager, open IntraOralUSB Demo, click on “X-ray Device”,  click ”Re-select”, if sensor not listed there is a problem with sensor, if sensor shows in list, select “Connect”, click again on “X-ray Device”,  click “Autotest”. If result is Successful, more testing is needed, if result fails sensor is faulty and results should be noted. When done using IntraOralUSB Demo, close the program and unplug sensor before using in another program.

A. If not firing, ensure that your X-ray unit is working, check that exposure setting is correct (X-ray cone should be within an inch or 2 from sensor), test sensor with a different X-ray unit, test X-ray unit with a different sensor, lastly check sensor’s Detection Threshold setting as it might be set too high. If still not firing more diagnosis is needed.

A. If auto-firing (white lines in X-ray), check sensor’s Detection Threshold setting as it might be set too low, try moving sensor or USB mouse/ Keyboard to a different USB port, try using a different USB mouse/ Keyboard (especially if it’s wireless), try disabling any Bluetooth devices in Device Manager, follow same steps for What to do if your sensor is not recognized.

A. Look in Device Manager to see if the camera is found under Imaging Devices, if problem or if camera is listed anywhere else in Device Manager, try moving to different USB port, try restarting computer, try scan for hardware changes in Device Manager, try reinstalling the camera driver if camera has its own installer program then restart computer if advised to. IF camera shows properly in Imaging Devices in Device Manager, check to see if MDC2 or MDC2.1 is running in system tray on right side of task bar, if not running try starting it from the desktop icon, check to see if the settings are correct for your imaging program (see Camera Button Utility Chart), if still not capturing with button try removing MDC2 or MDC2.1 and reinstalling, then re-check that the settings are correct for your imaging program. If still not capturing more diagnosis is needed.

NOTE: MDC2 and MDC2.1 must be compatible with camera and Operating system, also must not conflict with other camera controller programs in use or previously installed.