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.

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. (Ignore any files in ZIP/compressed archives.)
  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.

  7. If you find any errors, Reinstall the ASPI layer.
  8. NOTE:
    If you have a USB-based Cyberware scanner AND no other SCSI devices installed in the host PC, then you may proceed instead to these instructions.
The color map is very poorly aligned to the range data, but it was correctly aligned the last time the scanner was used.
  1. Exit CyScan.
  2. At the host PC, unplug the USB cable that runs from the scanner to the PC.
  3. Replace the USB cable. It is recommended that you insert the USB connector into the exact same USB port as was used at the beginning of this procedure.
  4. Disable the Standby and Hibernation modes:
    1. Select 'Start | Control Panel | Power Options'.
    2. On the 'Power Schemes' tab set the System Standy to Never.
    3. On the 'Hibernate' tab, uncheck the Enable hibernation option.
    4. Press the OK button to accept these changes.

    This problem is related to the Standby and Hibernation modes in Windows and how those modes handle USB devices. If the procedure above does not correct the problem or if you do not have access to the Control Panels on your PC, you must reboot the PC after it goes into Standy or Hibernation mode.

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. Inspect and clean the scanner's optics.
  2. Evaluate ambient lighting and remove any lights that may be shining into the scanner's aperture. We recommend that you turn off all ambient light while you are scanning.
  3. Verify that there is not a problem with the system grounding.
  4. Evaluate the surface of the scan subject. Refer to the Scan Preparation section of this user guide.
  5. 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. Align the Color Map.
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.