RTC 360 Spins Up then Hangs Up...

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BIMagineering
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RTC 360 Spins Up then Hangs Up...

Post by BIMagineering »

Hi All,

Hoping that someone can provide some insight into a problem that recently cropped up with our scanner. Initially I thought it had overheated when it began to not complete a scan. I took it home into a cooler environment and all seemed to be good. That was Monday.

I have since travelled from the US to Germany to do some scanning of one of our company assets and again now the scanner hangs up - but only when I select medium or high resolution - it scans just fine on low resolution. So I assume it is either software (or sensor?) related, given that the scan will complete a rotation but only in low resolution - so the hardware seems to work just fine.

I did notice a new firmware update - so I installed that - but still the scanner it does not cooperate...I am at my wits end.

Any knowledge on this matter would be greatly appreciated.

PS:- Hopefully my CCP from Leica covers a loaner unit while I am here in Germany....

Thanks
JT
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Re: RTC 360 Spins Up then Hangs Up...

Post by brentjweigler »

Hi JT,

We've seen this exact issue on a number of our clients RTC360s, they've all needed to be returned to the factor for repair/service.

I suggest contacting your local Leica rep and providing them with the logs files from the scanner.

Kind regards,
Brenton
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Re: RTC 360 Spins Up then Hangs Up...

Post by JCarrier »

Hello,

We currently have the same problem.

Has anyone found a solution?

If not, we'll have to send it in for repair.

Thanks,
JC
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Re: RTC 360 Spins Up then Hangs Up...

Post by JNally »

Have had this happen before a few years ago. I spoke to HDS support and they immediately said "pack it up and send it to us for repair"
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Re: RTC 360 Spins Up then Hangs Up...

Post by ScottErnst »

Just out of curiosity, what was wrong with those RTCs and how much did it cost to fix?
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Re: RTC 360 Spins Up then Hangs Up...

Post by fistefanou »

Initially I thought it had overheated when it began to not complete a scan.
We just encountered the exact same problem. Sometimes it might do some scans in medium but this is inconsistent, at some point it freezes. The low setting works just fine. So my question is whether they explained, from leica, what the problem was, and if you found out how it can be fixed. Is it a hardware or a software problem? What was the price tag for having it fixed and how long did it take.

We are currently waiting a reply from leica, having sent the logfiles. Our main concern is the time it takes to have it serviced.
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Re: RTC 360 Spins Up then Hangs Up...

Post by steves01x »

Ours did similar and some error code but it was due for its annual service so it went on holiday to Switzerland and is fine.

One other thing that can cause it to fail when scanning is if your trying to do something in the app it doesnt like that!
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Re: RTC 360 Spins Up then Hangs Up...

Post by Ioannis »

steves01x wrote: Sun Feb 11, 2024 7:14 pm Ours did similar and some error code but it was due for its annual service so it went on holiday to Switzerland and is fine.

One other thing that can cause it to fail when scanning is if your trying to do something in the app it doesnt like that!
Steve how much cost the repair and calibration?
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Re: RTC 360 Spins Up then Hangs Up...

Post by steves01x »

Ioannis wrote: Sun Feb 11, 2024 8:29 pm
steves01x wrote: Sun Feb 11, 2024 7:14 pm Ours did similar and some error code but it was due for its annual service so it went on holiday to Switzerland and is fine.

One other thing that can cause it to fail when scanning is if your trying to do something in the app it doesnt like that!
Steve how much cost the repair and calibration?
Its part of the Blue CCP we have.
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Re: RTC 360 Spins Up then Hangs Up...

Post by Kruse »

Ioannis wrote: Sun Feb 11, 2024 8:29 pm Steve how much cost the repair and calibration?
For the Blue CCP that includes the Leica servicing/calibration plus software updates/support, it costs around ~$2300/year. A basic CCP which is just the software/firmware updates and no servicing is $400 or $500 if I'm not mistaken. From my understanding, with this service from Leica, they essentially disassemble the scanner, clean, check all critical hardware before reassemble and then get it back to a factory calibration.

We've only had 1 scanner in the past that had issues with the rotating base (after a FedEx delivery) and it would get hung up at certain points in the scan. We didn't have any additional charges beyond the CCP Blue purchase. But I'm sure that can be different depending on what needs to be fixed/replaced.
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