VIVO Handpiece Detection issue at Startup - Troubleshooting guide - Support 1st Level

This troubleshooting document must be followed when the handpiece is not detected on Vivo software and in the device manager.

To check if the handpiece is detected in the device manager, there must be the device called Virtuo Vivo IntraoralScanner present in the USB controllers:

1.     Make sure the power supply is plugged to the laptop:

Check if the battery is charging well on the Windows bar  : 

2.     Close Virtuo Vivo software (client + server):

3. Make sure the blue USB cable is used for POD to laptop's connection, and the white LED is turned on.

4.  If the handpiece is still not detected, unplug the handpiece from the POD,reconnect it and restart the VIVO software.

5. If the handpiece is still not detected, unplug the power source of the POD, wait a few seconds, then replug it and restart the VIVO software.

6. If the handpiece is still not detected then connect the handpiece alone (without POD) - plugged into USB-C port:

If the handpiece is detected, proceed withan integrity check. This confirms the VIVO Handpiece is working as expected. DO NOT Scan in mouth without handpiece connected to the POD,this step is only for troubleshooting purpose.

7. If the handpiece is still not detected,change the USB port on which you connect the POD to the laptop and restartthe VIVO software. If the handpiece is still not detected, repeat this step for all USB ports.

If the VIVO handpiece is not detected on all the USB ports, test of all USB-A ports of the laptop with either a USB key, a cellphone, or an external hard drive.