Support center

Our goal is to provide you with grants and reliable assistance, addressing your concerns quickly and effectively.
We can help troubleshoot issues and guide you towards the repair process. Our team is always happy to help.

Contact support
Remote support

Most of the cases' issues are fixed without the need to send the scanner back to our production facility.

Service

We design our products to be repairable, allowing for more effective maintenance and extended product lifespans. This helps our customers receive the best value out of every device

Courses

If you are interested in receiving training on the usage and maintenance of our devices, we offer training courses. For more information, please contact us.

ANNOUNCMENTS

We want to inform You that our old scanners with main board failures are no longer supported due to discontinued component production. This includes iQube (E500) scanners with serial numbers up to 5-xxx-xxx-xxx-00496 and iQube (E300) up to 3-xxx-xxx-xxx-00428.

Also our old scanners with FireWire cable failures will be no longer supported from 2020 December due to discontinued component production. This includes iQube (E500) scanners with serial numbers up to 5-xxx-xxx-xxx-00496 and iQube (E300) up to 3-xxx-xxx-xxx-00428 and all FOOTin3D scanners. We will support these problems until we will empty our FireWire cables stock.

FAQ (Frequently asked questions)

Serial number is placed on the bottom of the iQube (E5xx) and iQube Mini (E1xx) device. NOTE: If label is missing, please contact: support@elinvision.com
Make sure that power cord fully plugged into scanner and wall socket. Turn ON power switch next to scanners power socket. Indication light on the switch now should be lit on. If not, unplug power cord from wall socket and check fuse which is located next to the power cord socket in scanners connections panel (for models without external power supply unit). If fuse is blown, please replace it with spare one, which is provided with the scanner. If fuse is intact, there might be a problem with power cord, external power supply unit (if your scanner has such) or wall socket. If you have iQube E500 with serial numbers up till 5-xxx-xxx-xxx-00496 or iQube E300 with serial numbers up till 3-xxx-xxx-xxx-00428 (serial number is placed on the bottom of the scanner): Please remove scanner glass plate by using suction device provided with the scanner and locate reset button at the bottom of compartment. If scanner still doesn’t turn on, please contact support@elinvision.com
Please make sure that device is turned of and unplugged from wall socket.
  1. Clean the glass plate
  2. For iQube E500, iQube E300. Footin3D
Make sure your scanners glass is clean of dust and dirt from both sides. If it is dirty, remove glass plate by using suction devices provided with the scanner, clean the glass plate with glass cleaner, let the glass dry and then put it back on the scanner. Test scan quality.
  • For iQube E100 (mini)
Make sure your scanners glass is clean of dust and dirt. If it is dirty clean the glass plate with glass cleaner, let the glass dry and then put it back on the scanner. Test scan quality.
  • Scratches on glass plate (all type of scanners)
If scanner glass plate has deep scratches or a lot of small scratches in scanning area, this might have influence on quality of scan. It is strongly recommended to use clean undamaged glass. For new glass plate, please contact your local partner or manufacturer support@elinvision.com.
  • Clean mirrors and camera lens
  • For iQube E500, iQube E300. Footin3D
Check if scanner mirrors or camera lenses are dusty or dirty. If so, remove glass plate using suction device provided with the scanner and clean mirrors with dry, soft, and clean cloth, DO NOT use any liquids. When cleaning, do not apply too much pressure, as it can affect scanner calibration or scratch mirror or lens surface. After cleaning put glass plate back on scanner, test scan quality.
  • For iQube E100 (mini)
Check if scanner mirrors or camera lenses are dusty or dirty. If so, remove glass plate using suction device and clean mirrors with dry, soft, and clean cloth, DO NOT use any liquids. When cleaning, do not apply too much pressure, as it can affect scanner calibration or scratch mirror or lens surface. After cleaning put glass plate back on scanner, test scan quality.
  • New/changed workplace (all type of scanners)
If scanner was moved to new workplace, check are there any direct light sources above /next to scanning area. Direct ambient light of certain light sources can interfere with scanner and distort scan results. Please, try reducing artificial light sources, put down the blinds, change location of scanner. Check scan quality. If it improved, reorganize working area so light sources couldn’t directly hit scanner cameras. If any of these options won’t help, or would like to consult with support team, please feel free to contact your supplier or directly to Elinvision support team at support@elinvision.com  and report the problem.

Repair time depends on complexity of reported issue. It might take from several minutes (remote repair) up to 2 weeks if scanner needs to be repaired at the factory.

  1. Remote repair – Remote repair time mostly depends on time zone, work schedule, complexity of failure. After remote session is arranged, it may take from several minutes up to several hours, depending on failure complexity.
  • Special skills – if repair does not require special skills and customer is willing Elinvision will provide instructions and spare parts to repair device without shipping it to manufacturer. delivery of spare parts depends on mutual agreement and delivery timetables.
  • Return to manufacturer – if scanner must be returned to manufacturer for repair, Elinvision aims to ship it back within 10 working days after the device was received. If repair parts are not available in stock, repair might take longer. Repair time arranged with customer

Yes, we provide 3 months of warranty for any repair job we have done.

In some cases, yes. Please contact support team (support@elinvision.com) to evaluate the problem. If it is possible to fix scanner by yourself, we will send spare parts and instructions how to do it.

After receiving your complaint about faulty scanner, we will evaluate the situation and there can be 3 ways your scanner can be repaired.

  1. Issue evaluation: To evaluate the failure and possibility to repair remotely we will ask for permission to connect to the scanner via TeamViewer software. From there we may fix scanner or suggest further actions if it is not repairable remotely.
  2. If failure is easy repairable, we might repair during remote session.
  3. If failure requires some parts changed and does not require special skills, support team might suggest providing instructions and spare parts for repair.
  4. If failure requires special skills or customer does not feel confident to do repair by himself. Scanner will need to be returned to manufacturer or distributor.
If it appears, that you have an old scanner that is no longer supported. Please contact support team (support@elinvision.com)  to evaluate root cause of failure and other available options.
Firstly, please contact your supplier. If your supplier is Elinvision or your supplier no longer exists, please contact Service and Support Team Upon contacting Service and Support Team to report a failure, please provide:
  1. Serial number of the scanner and what software was used during the failure.
  2. Problem description: describe situation, process, scanner activity as accurate as possible.
  3. If problem is visible or repeats, please provide us with visual content such as photos or video (if possible).

Repair price depends on:

  1. Device has/ has not valid warranty by manufacturer or distributor
  2. Complexity of failure
  3. Spare parts required

Approximate expenses are available after the evaluation and additional requirements.

We strongly recommend using original scanner package, when shipping it for repair. Damage inflicted during shipping process caused by of insufficient or incorrect packaging are not covered by warranty or Elinvision. Please make sure that scanner is packed tightly and not moving inside of the package. If iQube E500 or E300 model scanner is shipped, please seat in carriage brake on scanner actuator as shown in picture below. Carriage stopper is originally provided with new device. In case when stopper is missing, please contact Service and Support Teamfor assistance.

CONTACT FORM

Support Form