Frequently Asked Questions

Why doesn’t the Matter and Form software start?
If you double-click the Matter and Form scanner software icon, but the program never starts, it is probably
being blocked by your antivirus software.
Some antivirus software may not recognize the Matter and Form software as being from a trusted source. It
may block the software from loading/running after you’ve downloaded it.
To work around this, you will need to create an “Antivirus Exception” (in other words, give permission) for the
anti-virus software to run the Matter and Form software. The Matter and Form software appears as
EchoScan.exe in your directory.
The following link gives step-by-step instructions on how to add an exception to AVG, which is the antivirus
software that seems to be causing the most issues:
http://smallbusiness.chron.com/set-program-trusted-avg-76320.html
If your antivirus software won’t let EchoScan.exe run and it isn’t AVG, do an internet search for “antivirus
exception” plus your antivirus brand name to find out how to do it on your system.
Why is my scanner is not being detected?
If your computer is unable to detect your scanner, you may see one or more unknown device(s) connected to
your computer. You may also not see the Arduino or Logitech camera devices that the scanner uses in the list
of connected devices, even though it’s plugged in.
This can be caused by a number of reasons. The most common are: using unsupported USB cables and ports;
system conflicts while assigning communication ports; or a corrupt or missing installation of the Windows
Arduino Driver.
To figure out what is causing the scanner to not be detected, go through the following possible solutions, in
order, unless your system identifies the issue for you:
Solution A Checking the USB cable
Step 1: Ensure the scanner is directly connected to the PC through a functioning USB 2.0 port (not
through a USB hub or port replicator) with the included USB cable.
Step 2: Restart your PC
Step 3: Download and install the current version of the Matter and Form software from
https://matterandform.net/download/install
Step 4: Start the Matter and Form software
Step 5: Power the unit on
The scanner should be detected within 30 seconds. If it’s not, go to Solution B.
Solution B Resolving communication conflicts
FAQ’s for Matter and Form Scan (PC)