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When attempting to take a scan, Sam notices that the device isn’t responding. After a few attempts to run it, she is still unable to take a scan.

Sam calls our support line and gets hold of Oliver, who quickly remote connects to see what the issue is. Oliver quickly realizes this one needs urgent attention.

Oliver escalates to Ben to have a quick look and see if any of the normal fixes will work on this issue. After running through the usual suspects, Ben realizes this is a new problem we haven’t seen before.

On investigation, there is an issue in the software, and we need the developer to step in, so we call Dentsply Sirona’s helpdesk and get them to remote connect also.

Working with the team at Dentsply Sirona, we are able to jointly troubleshoot the issue and discover it’s an issue with the newer version of the sensor drivers and are able to install a previous version.

After confirming this may affect more than one computer and may well affect multiple clients, Ben documents the resolution in a standardized form ready for the next time we encounter the issue. Ben closes off the ticket.