Frequently Asked Questions

Why is my scanner is not being detected?

If your computer is unable to detect your scanner, you may see an unknown device connected to your

computer or you DO NOT see the scanner in list of connected devices even though it’s plugged in

(see Appendix: Verifying the scanner connection).

This can be caused by a number of reasons. The most common are:

•

Using unsupported USB cables and/or ports

•

System conflicts while assigning communication ports

•

Failure to update the scanner’s Arduino firmware

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: Check the USB connection

Step 1: Ensure the scanner is directly connected to the Mac through a functioning USB port (no hubs

or port replicators) using the USB cable included with the scanner.

Step 2: Restart your Mac

Step 3: Download & install the most current version of the Matter and Form software

Step 4: Start the Matter and Form software

Step 5: Power the unit on. The MF logo/button on the back of the unit should be lit up and pulsing

lightly.

The scanner should be detected within 10 seconds. If not, go to Solution B.

Solution B: Resolving system communication conflicts

Step 1: Uninstall the Matter and Form application

Step 2: Disconnect any non-essential USB peripheral (i.e 3d printer).

Step 3: Restart the Mac

Step 4: Download and reinstall the latest version of the Matter and Form software from our website

(https://matterandform.net/download/install).

Step 5: Start the Matter and Form Scan software

Step 6: Connect scanner to the Mac via the USB port and power the unit on

The scanner should be detected within 10 seconds. If not, go to Solution C.

Solution C: Updating Arduino firmware

Sometimes data files can get corrupted when updating the Arduino firmware

FAQ’s for Matter and Form Scan (Mac)

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FAQ’s for Matter and Form Scan (Mac) Why is my scanner is not being detected? If your computer is unable to detect your scanner, you may see an unknown device connected to your computer or you DO NOT see the scanner in list of connected devices even though it’s plugged in (see Appendix: Verifying the scanner connection). This can be caused by a number of reasons.
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Step 1: Remove the Matter and Form software (see Appendix: Completely removing Matter and Form Scan). Step 3: Restart your Mac Step 4: Download and install the most current version of the Matter and Form software Step 5: Start the Matter and Form software Step 6: Connect scanner to the Mac via the USB port and power the unit on If the solution is successful, the scanner should be detected within 10 seconds. If none of the possible solutions works, contact us at support@matterandform.net for more help.
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In the top-left corner of the screen, click on the Apple icon and select “About this Mac” Click on the “System Report…” button. Under “Hardware” in the left-hand column, select “USB”. If the scanner is connected, you should see two devices listed next to each other under the USB Device Tree on the right: “Miscellaneous Device:” – or – “Vendor ID: 0x046d (Logitech Inc.