We have identified certain computer configurations that may cause performance or compatibility issues with our intraoral scan software. To prevent unexpected issues, we kindly remind users to avoid purchasing the affected configurations listed below until a solution is available.
1. ASUS RTX50 Series Graphics Cards
Scope: All RTX50 series graphics cards may be affected, regardless of the specific model. Reports so far are mainly concentrated on ASUS-branded devices.
Issue: When AI is enabled during scanning, the algorithm freezes at the start of the scan, preventing scanning from starting.
Relation to scanner models: This issue is independent of the intraoral scanner model.
Recommendation: Please do not use ASUS RTX50 series graphics cards until we provide a solution.
2. CPU：Intel(R) Core(TM) 7 240H
Scope: The three cases we have collected so far are all ASUS laptops, but similar issues may also occur on other brands.
Issue: When using Elite series devices, noticeable lag occurs during lower jaw scanning.
R&D verification: Alienware 16 Aurora AC16250 has only been used to test. AOS 3 series devices can be used normally; however, Elite series devices encounter this lag issue.
Recommendation: To ensure proper operation, we do not recommend purchasing computers with CPU of Intel(R) Core(TM) 7 240H.
3. Certain Alienware Models
Scope: Only Alienware 16 Aurora AC16250 has been tested right now.
Issue: Connectivity problems occur with Elite series devices (PD protocol issue).
Temporary solution: Update to cables labeled PDsinkUSB.
This includes:
① Elite scanner tail cable
② Elite Wireless cradle-to-PC cable
We will continue to optimize compatibility between our software and various hardware configurations and will provide updates as soon as further progress is made.
In the meantime, if you receive any feedback regarding incompatibility issues on computers other than the brands and models listed above, please contact our support team as soon as possible and provide the detailed system specifications. We will promptly forward the information to our R&D team for verification.