Virtuo Vivo - Hardware & Software Troubleshooting

Software is running slow

✅How to fix:

• Update software to latest release: https://dwos.helpscoutdocs.com/article/34-dwio-update
• Make sure the laptop is plugged in
• Run an integrity check by following the steps of the IFU: https://ifu.dentalwings.com/ifu/vivo/STS75-2563%2029-0100%20Dental%20Wings%20IO%20IFU%20(v4.4)%20(ID%2020284).pdf (page 37)

Integrity check unsuccessful

✅How to fix:

• Follow the steps on this troubleshooting document:

  Virtuo Vivo - Troubleshooting (page 9)

Integrity check fails twice

✅How to fix:

• Proceed with a Sharp Adjust : https://www.youtube.com/watch?v=Di63rb5C3QU

Handpiece is not detected in the device manager

✅How to fix:

• Follow the steps on this troubleshooting document: https://dwos.helpscoutdocs.com/article/1088-vivo-handpiece-detection-issue-at-startup-troubleshooting-guide-support-level-1

Handpiece is listed on the device manager, but not listed in Virtuo Vivo software

✅How to fix:

• Follow the steps on this troubleshooting document:

  Virtuo Vivo - Troubleshooting (page 11)

Handpiece is connected, but cannot click on Start

✅How to fix:

• Follow the steps on this troubleshooting document:

Virtuo Vivo - Troubleshooting(page 12)

How to change the language

✅How to :

• Follow the steps on this document: https://dwos.helpscoutdocs.com/article/393-dwio-package-language-installation

How to delete the database ?

To be applied when a customer or a sales rep wants to clean the software. It will delete all the cases, patients and dentists.

✅How to :

• Follow the steps on this document: https://dwos.helpscoutdocs.com/article/394-how-to-delete-the-database

Backup and import of the database ?

To be applied when a customer in changing their laptop and wants to keep their cases

✅How to :

• Follow the steps on this document: https://dwos.helpscoutdocs.com/article/386-vivo-backup

Laptop issue (not booting, defective battery, defective power supply, Windows corrupted)

✅How to fix :

• Contact DELL Support: https://www.dell.com/support/

• Make sure prior that ownership and warranty transfer have been done: https://dwos.helpscoutdocs.com/article/918-dell-warranty-transfer