[EXTERNAL] MOVE Pro: Overview of Common Issues and How to Fix Them

Wi-Fi Connectivity

Symptoms: MOVE Pro cannot connect to the clinic’s Wi-Fi network.

First Troubleshooting Step: Fixing Wi-Fi Connectivity Issue

If MOVE Pro is not connecting to Wi-Fi or the scanner is not connecting to MOVE Pro, follow these guidelines as your first troubleshooting step:

 ⚠️ ALWAYS run the script, even if other actions (such as driver reinstall or other fixes) appear to resolve the issue.

1. Download the folder with the file “MovePro_WiFi.zip”
2. Double-click on the embedded ZIP file “MovePro_WiFi.zip” with two scripts to open it.
3. Save the scripts to the MOVE Pro.
4. Right-click “MovePro_WiFi.cmd” and choose ‘Run as administrator’ and accept the User Account Control pop-up.

5. It will then run the PowerShell script “MovePro_WiFi+HybridSleep.ps1”.

Click to download the script

To verify the script has worked as intended:

• If you want to check the success of the script, look at the screen. It should say “USB Switch Mode is now: USB 2.0” in two places as shown below.

If Wi-Fi or scanner connectivity issues occur after running the script:

• Perform a force shutdown of the system.
  • Hold the power button for 15+ seconds. Do not release the button when the fans stop — keep holding until the full 15+ seconds have passed.
  • Press the power button again to restart the system.
  • If Windows desktop appears before UNITE launches, the shutdown was successful. If the system returns to the same frozen screen, the reboot did not work, and the issue will persist. Repeat the force shutdown steps.

Windows desktop

If Wi-Fi and Internet access are functioning properly after applying the script:

• There is no need to reboot MOVE Pro.

Please check below for other troubleshooting steps.

 

 

Additional troubleshooting steps to be done:

During the initial setup in UNITE, the user will see a screen where they can choose between networks. Please ensure they select Internet-WiFi and not Scanner-WiFi when connecting to the clinic’s network. Otherwise, the system will not connect to the internet or lose connection to the internet:

• First, ask if the customer has a USB-C to Ethernet adapter. If yes, ask them to connect the MOVE Pro via cable. This allows Support to access the system remotely.

Note: MOVE Pro has no Ethernet port – a USB-C to Ethernet adapter is required.

• If Ethernet is not an option, ask the customer to test with a mobile hotspot (e.g., iPhone). In several cases, this works and may indicate a clinic network issue.
• If this does not resolve the issue with WiFi, please contact 3Shape Support for further assistance.

⚠️ If there is a need to update the T3U driver, do not use the one from Microsoft Update or the TP-Link regional web-servers. Use  the version 1030.44.0408.2024 found here: https://www.tp-link.com/us/support/download/archer-t3u/v1/ (first driver from the top):

Second Troubleshooting Step: Disabling Hybrid Sleep Mode

1. Download this script by clicking on this file “MovePro_HybridSleep.zip”
2. Locate the folder on your PC and double-click on the embedded ZIP file “MovePro_HybridSleep.zip” with two scripts to open it.
3. Save the scripts to the MOVE Pro.
4. Right-click “MovePro_HybridSleep.cmd” and choose ‘Run as administrator’ and accept the User Account Control pop-up.

5. It will then run the PowerShell script “MovePro_HybridSleep.ps1”.

Click to download the script

 

 

Scanner Connectivity

Symptoms: scanner fails to connect to MOVE Pro or shows messages such as “Plug in the TP-Link adapter”

Latest Troubleshooting Procedure

We have identified that scanner connectivity problems are often linked to Wi-Fi (network) connectivity issues. When you encounter a scanner connectivity issue, follow this sequence of actions:

1. Step 1: Fix Wi-Fi Connectivity 
   Run the approved connectivity script to restore stable internet access before proceeding.

⚠️ ALWAYS run the script, even if other actions (such as driver reinstall or other fixes) appear to resolve the issue.

Run This Script

1. Download the folder with the file “MovePro_WiFi.zip”
2. Double-click on the embedded ZIP file “MovePro_WiFi.zip” with two scripts to open it.
3. Save the scripts to the MOVE Pro.
4. Right-click “MovePro_WiFi.cmd” and choose ‘Run as administrator’ and accept the User Account Control pop-up.

5. It will then run the PowerShell script “MovePro_WiFi+HybridSleep.ps1”.

Click to download the script

To verify the script has worked as intended:

• If you want to check the success of the script, look at the screen. It should say “USB Switch Mode is now: USB 2.0” in two places as shown below.

If Wi-Fi or scanner connectivity issues occur after running the script:

• Perform a force shutdown of the system.
  • Hold the power button for 15+ seconds. Do not release the button when the fans stop — keep holding until the full 15+ seconds have passed.
  • Press the power button again to restart the system.
  • If Windows desktop appears before UNITE launches, the shutdown was successful. If the system returns to the same frozen screen, the reboot did not work, and the issue will persist. Repeat the force shutdown steps.

Windows desktop

If Wi-Fi and Internet access are functioning properly after applying the script:

• There is no need to reboot MOVE Pro.

Please check below for other troubleshooting steps.

 

 

2. Step 2: Verify TRIOS Software Version
   Ensure that TRIOS software version 1.18.8.10 or newer is installed on the system.

3. Step 3: Resolve Scanner Connectivity
   Once internet and software requirements are confirmed, proceed with standard steps to fix scanner connectivity (please find below).

 

Additional troubleshooting steps to be done:

• Ensure the TRIOS software is updated to 1.18.8.10 or newer. Early MOVE Pro units shipped with 1.18.8.9, which contained a bug.
• If not working with the SW update. Check whether two TP-Link adapters appear in Device Manager.
• Confirm the scanner connection channel is 36 - 48. If it is set to a high channel, change it to a low one.
• Note that a hosted network cannot be started when using the TX20U dongle.

Refer to this article for help: Move Pro: Scanner and Wi-Fi Connectivity Troubleshooting

If the issue remains after following the guide, please contact 3Shape Support.

Frozen Screen and Shutdown Behaviour

Symptoms:  The screen freezes or becomes unresponsive.

What to do:

• Hold the power button for 15+ seconds. Do not release the button when the fans stop — keep holding until the full 15+ seconds have passed.

Note: the power button functionality on MOVE Pro is designed so that a short press puts the device into sleep, and a long press forces a shutdown.

• Press the power button again to restart the system.
• If the Windows desktop appears before UNITE launches, the shutdown was successful. If the system returns to the same frozen screen, the reboot did not work, and the issue will persist.
• Repeat the force shutdown steps or contact Support if the issue continues.

Battery Discharging Overnight

To prevent the MOVE Pro from keeping the system awake — which can cause the battery to drain overnight — you need to increase the ‘Load Sensor’ setting to 300 mA. This change should be made using the UPSGen2Config.exe program installed on the MOVE Pro. Please expand to see the detailed instructions:

1. Swipe up from the bottom of the screen to access the Windows menus

2. Open the File Manager and double-press on the Desktop

3. Enter the 3Shape Software folder

4. Open the Bicker folder and start the UPSGen2Config executable

5. Change the setting ‘Load Sensor’ from 200 mA to 300mA (marked in red) and click Save (green).

6. Exit the program

NOTE: There are some important differences in behaviour and functionality compared to the older MOVE+, which users need to be aware of. These are listed below and can also be found here: Move PRO: Features, Specifications, FAQ - 3Shape 

If you have questions regarding this topic or open orders, please contact your local sales office for further guidance.

Driver Collisions Between TP-Link T9UH and TX20U

The TX20U adapter is not recognized as a Network adapter in the Device Manager, but as an Unknown USB Device. 

Please check this article for troubleshooting steps.