If facing issues with MetroX's connectivity, follow these steps to troubleshoot and resolve them.
1. Ensure that the correct connection steps are followed in order. If using the USB Type-C Adapter, connect it to the USB Type-A end of the cable before plugging it into your PC's USB Type-C port.
2. verify that the computer's USB port is at least USB 3.0.
3. Check the PC's power supply to ensure it is powered normally.
If the scanner connection continues to fail after verifying that the previous three checks are all fine, restart the software, unplug, and replug the USB cable to the USB Type-C port on the scanner.
Other possible causes and solutions:
For Windows devices, check the following:
Right-click the Windows icon, enter Device Manager, find the "Camera" option, and double-click to check whether the depth and RGB camera serial numbers are displayed correctly. If they are, go to Settings > Privacy and Security, find Firewall, and allow Revo Scan 5 MetroX to pass through the firewall.
For macOS devices, check both of the following:
1. Click the Apple icon > About this Mac > More Info > System Report > Hardware > USB, and check if your PC recognizes the USB cable.
2. Check if any of the following apps are installed on your Mac.
Google Drive
Dropbox
Preview App on macOS Ventura
Smart Switch
Garmin Express
OneDrive
If they are, ensure they are fully closed and not running in the background.
3. When connecting the MetroX to a Mac for the first time, a pop-up window "Allow accessories to connect?" will appear. Click "Allow" to permit the scanner to be connected to your Mac; if you didn't click "Allow", wait for seconds until the pop-up window appears again, then click "Allow". If the connection problem persists after troubleshooting, contact customer service for 1-on-1 assistance.