Issue Encountered

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

Support Engagement

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

Escalation

Oliver escalates to Ben to have a 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.

Investigation

Upon investigation, there is an issue in the software, and we need the developer to step in. We call Dentsply Sirona’s helpdesk and get them to remote connect as well.

Troubleshooting Collaboration

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

Documentation

After confirming this may affect more than one computer and potentially multiple clients, Ben documents the resolution in a standardized form ready for future encounters with the issue. Ben closes off the ticket.