General Troubleshooting

This document provides information on the methods used to identify and correct possible problems with a Cyberware scanner.

If the information in this section does not resolve your problem, please contact Cyberware Support.

Check the following desciptions of symptoms that match your situation, then review the related solutions for guidance in resolving the problem.

ErrorSolution
No Cyberware SCSI scanner devices found
  1. Open Windows Explorer.
  2. Search for: WNASPI32.DLL
  3. Delete ALL COPIES of WNASPI32.DLL that are not located in the '...\WINDOWS\System32\' folder.
  4. Reboot the PC.
  5. Run '...\Cyberware\CyScan\aspi\aspichk.exe'.

    6. This program will open a window that displays your current ASPI Layer status. Look for any error messages in the bottom pane of the window. Also, verify that BOTH ASPI32.SYS and WNASPI32.DLL are installed and of the same version number.

  6. If you find any errors, reinstall the ASPI layer.
The laser turns on, but there is no motion.
  1. Check for obstructions along the motion path of the scanner. Remove any obstructions.
  2. Verify that the cabling from the motor to power supply and from the power supply to the computer is correct. We advise that you disconnect all cables, then reconnect them to ensure that the cable seated properly and free from micro-corrosion.
  3. Home the scanner.
There are many motion errors.
  1. Cycle the scanner (USB Scanners).
  2. Cycle the scanner (SCSI Scanners).
A fuse is blown. Replace the fuse(s) in the power supply.
The scans have too many holes.
  1. Evaluate the surface of the scan subject. Refer to the Scan Preparation section of this user guide.
  2. Adjust the Surface Setting in the Scan Setup window. Use a higher laser power setting (i.e. Dark rather than Normal).
The scans have too many spikes.
  1. Evaluate the surface of the scan subject. Refer to the Scan Preparation section of this user guide.
  2. Verify that there is not a problem with the system grounding.
  3. Adjust the Surface Setting in the Scan Setup window. Use a lower laser power setting (i.e. White rather than Normal).
The scan subject is difficult to scan. See the Scanning Tips & Tricks section of this user guide.
The scans are not the correct dimensions (height/width/volume/area). Zero the Scanner.
The color map is not aligned with the range data.
  1. Align the Color Map (Head & Face USB Scanners).
  3. Align the Color Map (Head & Face SCSI Scanners).
  5. Align the Color Map (Whole Body Scanner - Models WBX & WB4).
The centering guide is not in the correct position. Align the Centering Guide (Head & Face Scanner - Model PS).
The platform is not level.
  1. Level the Platform (Head & Face Scanner - Model PX).
  2. Level the Platform (Head & Face Scanner - Model PS).
I need a software update. Update all installed Cyberware software.