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: https://www.dwos.com/sites/default/files/Virtuo%20Vivo%E2%84%A2%20-%20Troubleshooting.pdf (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: https://www.dwos.com/sites/default/files/Virtuo%20Vivo%E2%84%A2%20-%20Troubleshooting.pdf (page 11)
Handpiece is connected, but cannot click on Start
✅How to fix:
- Follow the steps on this troubleshooting document: https://www.dwos.com/sites/default/files/Virtuo%20Vivo%E2%84%A2%20-%20Troubleshooting.pdf (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