If you see the message below when trying to acquire images in Dentally Vision, it usually means the Acquisition Agent is not currently running on the PC.
The Acquisition Agent is required for communication between Dentally Vision and your imaging hardware.
Troubleshooting the Acquisition Agent on a Mac
On a Mac, look for the acquisition agent on your application bar and click to launch.
If you cannot see this on your mac:
Use the magnifying glass search icon in the top right to search and launch the Acquisition Agent
Once running on a mac right click on the icon in your application bar and select 'Open at login'
This means the acquisition agent will open automatically next time you log in
Troubleshooting the Acquisition Agent on Windows
Step 1 – Check if the Acquisition Agent is running
Look in the bottom-right corner of your Windows taskbar for the Acquisition Agent icon. It may also be hidden under the Show hidden icons arrow.
If the icon is visible, the agent is running.
If the icon is missing, the agent is not currently running
Step 2 – Restart the PC
If the acquisition agent is not running on your windows machine, the quickest way to restart the Acquisition Agent is to restart the computer.
When Windows starts again, the Acquisition Agent should launch automatically.
After restarting:
Open Dentally Vision
Attempt image acquisition again
Confirm the Acquisition Agent icon is visible in the taskbar
Step 3 – Manually start the Acquisition Agent
If restarting the PC is not possible, or the agent still does not start automatically:
Open File Explorer
Navigate to: C:\Program Files (x86)\Acquisition Agent\
Locate the Acquisition Agent launcher application
Double-click it to start the service manually
Once launched, the Acquisition Agent icon should appear in the Windows taskbar.
If the issue persists
If the Acquisition Agent still does not start:
Confirm the software is installed on the PC
Check whether antivirus or Windows permissions are blocking the application
Contact your hardware supplier for further assistance