top of page
computer-talking-and-woman-in-call-center-contac-2023-11-27-05-26-31-utc.jpg

Frequently Asked Questions

Our dedicated team of experienced professionals is looking forward to assisting your dental practice in achieving new heights of success.

 

Question: What should I do if there is no image displayed in the 2D image area?

Solution:

• Make sure the USB interface of ELETRA SMART is properly connected to the USB 3.0 interface of the computer.

• Restart the software and ELETRA SMART to check if the image can be displayed normally.

 

Question: Why are the 2D images flickering?

Solution:

• Check if ELETRA SMART is connected properly.

• Re-plug ELETRA SMART to the computer.

• Connect your computer to the Internet.

 

Question: Why are my scans easily interrupted and not smooth?

Solution:

• It may be caused by inappropriate scan brightness. For plaster model scanning, choose 1/2. For resin model scanning, choose 3. For the intraoral scanning, choose 4. Choose 5 if the patient has darker teeth.

 

Question: Why are there out-of-sync issues between the 2D and 3D data?

Solution:

• Confirm whether the computer configuration meets the requirements.

• Delays caused by too many scans (single jaw scans should be completed within 3 minutes).

• Uninstall antivirus software or add ELETRA Cloud to the whitelist of antivirus software.

• Check the status of windows update. If the update is in progress or has failed, please restart the computer after the update is completed before using ELETRA Cloud.

 

Question: Why are there difficulties in scan relocation?

Solution:

• Ensure the scanning direction is consistent with the previous scanning when repositioning.

• Avoid long scans.

 

Question: Why is there no 3D data generated during scanning?

Solution:

• Recalibration.

 

Question: Why are there abnormal interruptions occurring during scanning?

Solution:

• Check the status of windows update. If the update is in progress or has failed, please restart the computer after the update is completed before using the scanning software.

• Check whether the remaining storage space of drive C is sufficient.

• Turn off or uninstall anti-virus software.

 

Question: Why is the ELETRA Cloud software unable to be opened properly?

Solution:

• Confirm if the software is authorized and within its validity period.

• If you see “Initialization failed” or “Unable to open target file”, please reinstall ELETRA Cloud.

• If the ELETRA cloud encounters abnormal interruptions, please manually end it in the Task Manager before re-opening it.

help center banner2.jpg

For any software or hardware issues, please reach out to us.

Our team is ready to assist you and provide the necessary support and solutions.

  • Facebook
  • Instagram
  • Youtube

ELETRA, the website names, logos, and other identifying marks are the property of ELETRA (the “Marks”). Nothing in these Terms may be construed to grant any license, title, or interest in or to the Marks and you may not use the Marks without the prior written consent of ELETRA, which such consent may be withheld in ELETRA’s sole and absolute discretion. Please note that this website and the information it provides are intended exclusively for qualified healthcare professionals only. By continuing to use this website, you confirm that you are a qualified healthcare professional in accordance with relevant laws and regulations.

© 2024 ELETRA - All rights  reserved.

bottom of page