Resolve DEXIS IS 3800 scanner not recognized in ScanFlow Premium

draft · imaging dexisscannerdevice-recognition

Generated by docuprocessor (prompt article/v3) · 2026-04-22 13:49

Source thread

thread_id: spaces/AAAA05BdS6s/threads/R00U5YabvH8 · 7 msgs · first 2024-12-06 · participants: Tech ATech B

Tech A 2024-12-06 21:23

For Green Mountain Pediatric Dentistry PLLC, pc is not recognizing the DEXIS IS 3800, I'm not sure how to proceed

image/png image.png

**DEXIS IS ScanFlow Premium** software is open on a patient scan session for **Rhys Adams**, currently in the **Scan** stage of the workflow (Scan → Check → Adapt → Export). The **Scanner List** panel (bottom right) shows two scanner entries with gray/unresponsive status indicators — no scanner names or serial numbers are visible, suggesting no scanners are currently connected or recognized. A **LogMeIn Remote Session** banner is visible at the top, indicating the workstation is under active remote access; the system clock reads **4:22 PM, 12/6/2024**.

Tech B 2024-12-06 21:25

have u checked the device manager?

Tech B 2024-12-06 21:25

is it there?

Tech A 2024-12-06 21:26

no, I don't see it. Should I see it even if is a wireless sensor?

Tech B 2024-12-06 21:28

In mot sure how it works either. Try calling Dexis then.

Tech B 2024-12-06 21:35

@Brandon Lopez Are you calling Dexis?

Tech A 2024-12-06 21:39

calling rn

---
title: "Resolve DEXIS IS 3800 scanner not recognized in ScanFlow Premium"
category: imaging
tags: ["dexis", "scanner", "device-recognition"]
source_thread_id: "spaces/AAAA05BdS6s/threads/R00U5YabvH8"
source_space: "spaces/AAAA05BdS6s"
generated_at: "2026-04-22T13:49:59"
participants: ["Tech A", "Tech B"]
---

# Resolve DEXIS IS 3800 scanner not recognized in ScanFlow Premium

## Problem

DEXIS IS ScanFlow Premium software was not recognizing a DEXIS IS 3800 scanner at a client office. The Scanner List panel showed two scanner entries with gray/unresponsive status indicators, with no scanner names or serial numbers visible. The scanner was also not appearing in Windows Device Manager, even though it was a wireless sensor.

## Resolution

The issue was escalated to DEXIS technical support for resolution. For similar scanner recognition issues:

1. Check Windows Device Manager to verify if the scanner hardware is detected by the system
2. Note that wireless sensors may not always appear in Device Manager in the same way as wired devices
3. If the scanner is not visible in Device Manager and ScanFlow Premium shows unresponsive scanner entries, contact DEXIS technical support directly for specialized troubleshooting

## References

- Source discussion: `spaces/AAAA05BdS6s/threads/R00U5YabvH8`
- Attachments: - ![image.png](../attachments/R00U5YabvH8.R00U5YabvH8/image.png) — **DEXIS IS ScanFlow Premium** software is open on a patient scan session for **Rhys Adams**, currently in the **Scan** stage of the workflow (Scan → Check → Adapt → Export). The **Scanner List** panel (bottom right) shows two scanner entries with gray/unresponsive status indicators — no scanner names or serial numbers are visible, suggesting no scanners are currently connected or recognized. A **LogMeIn Remote Session** banner is visible at the top, indicating the workstation is under active remote access; the system clock reads **4:22 PM, 12/6/2024**.

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