Troubleshooting EAGLE EDGE

AXR 90 & 120 Troubleshooting Guide
March, 2nd, 2023
Table of Contents
PART 1 - USER MODE .................................................................................................................... 4
1 QUALITY IN PANORAMIC IMAGES .............................................................................................. 4
1.1 FLAWS IN THE IMAGE .......................................................................................................... 4
1.2 LOW QUALITY IMAGE AND LINES ........................................................................................ 5
1.3 WHITE CONE ON THE FRONTS ............................................................................................ 5
1.4 drag on image...................................................................................................................... 6
1.5 LINE IN THE PICTURE ........................................................................................................... 6
1.6 very whitish image .............................................................................................................. 7
1.7 Image with vertical stripes .................................................................................................. 8
1.8 Ghost artifact in the image.................................................................................................. 8
1.9 image shortening................................................................................................................. 9
1.10 Image cropping problem ................................................................................................... 9
1.11 Horizontal lines present in the image ............................................................................. 10
1.12 image noise ..................................................................................................................... 11
2 QUALITY OF CEPHALOMETRIC IMAGES.................................................................................... 12
2.1 Low image definition ......................................................................................................... 12
2.2 Horizontal lines in the image............................................................................................. 12
2.3 Horizontal strip at the height of the olives ....................................................................... 13
2.4 Phantom image of object at chin height ........................................................................... 14
2.5 Wide vertical band in the image ....................................................................................... 14
2.6 Wide horizontal band in the image ................................................................................... 15
2.7 Tele exam with “blinds on the picture” ............................................................................ 15
3 QUALITY OF TOMOGRAPHIC IMAGES ...................................................................................... 16
3.1 Image with circular stripe.................................................................................................. 16
3.2 image with distortion ........................................................................................................ 17
3.3 saturated image ................................................................................................................ 18
3.4 drizzle image...................................................................................................................... 18
3.5 Image does not rebuild ..................................................................................................... 19
3.6 Object found in scout ........................................................................................................ 20
3.7 3D image does not open in OnDemand Software ............................................................ 20
3.8 OnDemand software does not open ................................................................................. 21
4 PATIENT POSITIONING ............................................................................................................. 21
4.1 PROBLEM WITH PATIENT POSITIONING IN PAN EXAMINATIONS ..................................... 21
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4.2 DEFORMED INCISORS AND CANINES ................................................................................ 22

4.3 IMAGE WITH PATIENT POSITIONING ERROR .................................................................... 23
4.4 IMAGE WITH SHADOW IN THE UPPER ARCADE ................................................................ 23
5 GENERAL TROUBLESHOOTING ................................................................................................. 24
5.1 machine does not turn on ................................................................................................. 24
5.2 Machine does not move .................................................................................................... 24
5.3 Locked temple support ..................................................................................................... 24
5.4 Rotation movement error ................................................................................................. 24
5.5 Slow rotation movement while going to the starting position ......................................... 25
5.6 Software shutdown after exposure .................................................................................. 25
5.7 "Disconnected" error message ......................................................................................... 25
5.8 Loading bar stuck when capturing image ......................................................................... 26
5.9 Pan collimator error .......................................................................................................... 27
5.10 ceph collimator error ...................................................................................................... 27
5.11 "Send to Server" button not working.............................................................................. 28
5.12 HardKey not found on computer configured as client (error -1003) .............................. 28
5.13 PROBLEMS RUNNING THE EAGLE EYE SOFTWARE.......................................................... 29
5.14 HardKey Error -44 ............................................................................................................ 30
5.15 Server connection error .................................................................................................. 31
5.16 HardKey Error -5460........................................................................................................ 32
5.17 Green bar loads and does not generate the image ........................................................ 33
5.18 Green bar loads and does not generate the image ........................................................ 33
5.19 network card does not recognize.................................................................................... 34
5.20 The space referring to the 3D image is blank.................................................................. 35
5.21 Windows update blocks and removes important folders for the software to work ...... 36
5.22 printer does not recognize .............................................................................................. 36
5.23 trigger error ..................................................................................................................... 37
5.24 interrupted exam ............................................................................................................ 37
5.25 Error when invoking method while software is opening ................................................ 38
5.26 Emergency button activated ........................................................................................... 39
PART 2 - SERVICE MODE.............................................................................................................. 40
6 PAN INSTALLATION .................................................................................................................. 40
6.1 Error installing database ................................................................................................... 40
6.2 RADIATION BEAM AREA OUTSIDE ACCEPTABLE LIMITS ................................................... 40
6.3 Software does not allow clicking any button .................................................................... 41
6.4 Sensor does not recognize ................................................................................................ 42
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6.5 Unapproved communication step..................................................................................... 42

6.6 Potentiometer not approved even with equipment in correct position .......................... 43
6.7 Light beam does not appear in intended area .................................................................. 44
6.8 Collimator area with interference ..................................................................................... 44
6.9 Message to insert the sensor into the PAN with it already inserted ................................ 45
7 CEPH INSTALLATION ................................................................................................................. 46
7.1 MESSAGE THAT THE INTENSITY OF THE LIGHT IMAGES IS OUTSIDE THE CALIBRATION
RANGE ..................................................................................................................................... 46
7.2 Incorrect position of the domes in the parallelism adjustment ....................................... 46
7.3 Olives not correctly identified ........................................................................................... 47
7.4 Incorrect latch position ..................................................................................................... 48
8 TOMO INSTALLATION ............................................................................................................... 48
8.1 LOSS OF COMMUNICATION AND DISCONNECTION WITH THE SENSOR........................... 48
8.2 ARTIFACTS IN THE ELLIPSE CALIBRATION STAGE .............................................................. 49
8.3 IRRADIATED AREA OUTSIDE THE PARAMETERS ................................................................ 50
8.4 Non-standard clear image ................................................................................................. 51
8.5 Missing guidance icon ....................................................................................................... 51
8.6 Acknowledgment failed in tone sensor while being recognized in PAN ........................... 52
8.7 Reconstruction License not found .................................................................................... 53
8.8 Calibration phantom not found in Density calibration process ........................................ 53
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PART 1 - USER MODE

1 QUALITY IN PANORAMIC IMAGES
1.1 FLAWS IN THE IMAGE
- This scenario is seen in an image on Eagle Eye and it has flaws in its representation.
Image 1 Failed representation in image preview
Possible causes: Verifications:

Network cable problem. - Check if a “category 6” network cable is
being used for communication between Eagle
and the computer.
- If in use, check for possible damage to the
“category 6” network cable.
Problem with RJ45 connection. - Check if the “RJ 45” connection is damaged.
Network card problem. - Check if the network card has the
specifications according to the factory.
- Check, by opening the “sapera log viewer”,
if there is packet loss during image capture.
Problem with the Panoramic turning belt. - Check if there is damage to the panoramic
swivel cable, if replacement is necessary,
follow the item 9 of the Repairs document.
Switch problem. - Check the switch port for problems:
- If the green led is on, it means that
there is identification of a part at the other
end of the cable.
- If the green led keeps flashing, it
means that there is data exchange between
the components.
Dock board problem. - Check if the dock card is working properly.
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1.2 LOW QUALITY IMAGE AND LINES

- This scenario is seen when performing a panoramic exam in the Eagle Eye software and
there is poor image quality, in addition to presenting horizontal and vertical black lines.
Image 2 Image representation with low quality and lines
Possible causes: Check this:

Loss, absence or error in the panoramic - Recalibrate the sensor and ensure that there
sensor calibration. is no object in front of the sensor when doing
the recalibration.
1.3 WHITE CONE ON THE FRONTS

- This scenario is seen when performing a panoramic scan in the Eagle Eye software and
there is a white cone in front of the image.
Image 2 Representation of white cone on the front teeth
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Misplaced lead vest. - Correctly adjust the lead vest on the back of
the patient's neck.
1.4 drag on image

- This scenario is seen when performing a panoramic exam in the Eagle Eye software, the
image presents a “drag” phenomenon, which is like an object moving during the exam, only in a
part of it.
Image 3 Drag representation in the image

Lack of grounding. - Check if the power outlet is grounded as
instructed by the factory.
- Check if the main board is grounded on the
Eagle housing.
Loss of communication packets. - Check, by opening the “sapera log viewer”,
Bad connection in the network cables. - Check the connection of all network cables
from the computer to the sensor.
Missing grounding resistor on the main - Check if the grounding resistor is present on
board. the main board.
1.5 LINE IN THE PICTURE

image presents dark lines, which are known as “dead lines”, black lines that should not be in the
exam.
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Image 4 Dark line representation in the image

Deadline on sensor not masked in calibration. - Recalibrate sensor.
- If recalibration does not solve the problem,
follow the procedure in the technical manual
for manual masking.
1.6 very whitish image

image has whitish tones, different from a normal exam.
Image 5 Very whitish image representation

Insufficient KV and mA parameters for the - Increase the value of KV and mA
patient.
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1.7 Image with vertical stripes

image has black vertical stripes, making it impossible to interpret the exam.
Image 6 Image representation with vertical stripes

Sensor connection - Check if the machine's snap contacts are properly cleaned, if
problem. not, clean them with isopropyl alcohol.
- Check if the sensor is experiencing data packet loss.
- Check if the sensor is connected to the network:
- Search for CMD, type “ping 192.168.200.100” for Pan
sensor and “ping 192.168.200.101” for ceph sensor.
Collimator problem. - Check the movement of the collimator motors.
1.8 Ghost artifact in the image

- This scenario is seen when performing a panoramic examination in the Eagle Eye
software, the image presents a whitish effect in the front in the shape of a ghost.
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Image 7 Phantom artifact representation in the image

Thyroid protector may be interfering with the - Remove the protector and repeat the exam.
image.
1.9 image shortening

- This scenario is seen when performing a panoramic exam in the Eagle Eye software,
the image presents the image with smaller dimensions than it should be.
Image 8 Image foreshortening representation

Sensor connection - Check if the machine's snap contacts are properly cleaned, if not,
problem. clean them with isopropyl alcohol;
- Check if the sensor is experiencing data packet loss;
- Check if the sensor is connected to the network:
- Search for CMD, type “ping 192.168.200.100” for Pan sensor
and “ping 192.168.200.101” for cap sensor.
1.10 Image cropping problem

image has horizontal cuts in the image
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Image 9 Cut representation in the image.

Sensor cell burnout. - In this case, the sensor must be replaced
Lack of Calibration of the image or failure in - Perform equipment calibration.
it.
Irregular patient positioning. - Adjust the patient using the panoramic
lasers as suggested by the manual.
Different software versions between Eagle - Check the software versions and change
Eye and Eagle Service. them if they are different.
1.11 Horizontal lines present in the image

image presents dark horizontal lines, which are known as “dead lines”, black lines that should
not be in the exam.
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Image 10 Representation of horizontal lines in the image

Dead horizontal lines are not masked - Check if the machine was calibrated
correctly. correctly or just the calibration file was
copied from another machine.
- Perform FFC calibration.
- Perform manual calibration of dead lines.
Sensor cell burnout. - In this case, the sensor must be replaced
1.12 image noise

image presents noise and distortions in the image.
Image 11 Image representation with noise
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Exposure held in demo mode. - Check if the demo mode is checked in the
software.
2 QUALITY OF CEPHALOMETRIC IMAGES

2.1 Low image definition
- This scenario is seen when performing a caph exam in the Eagle Eye software, the image
has low definition, with gray tones that are inconsistent with a normal exam.
Image 12 Low definition representation in the image

Lost or missing calibration files. - Redo the calibration step.
2.2 Horizontal lines in the image

- This scenario is seen when performing a caph exam in the Eagle Eye software, the image
presents dark horizontal lines, which are known as “dead lines”, black lines that should not be in
the exam.
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Image 13 Representation of horizontal lines in the image

Dead horizontal lines are not masked - Conduct the masking of the lines according
correctly. to the procedure in the technical manual.
2.3 Horizontal strip at the height of the olives

- This scenario is seen when performing a cap exam in the Eagle Eye software, the image
presents a horizontal band at the exact height where the domes are found.
Image 14 Representation of the horizontal band at the height of the olives

During the sensor calibration process, the ear - Redo the sensor calibration stage seeing the
rods were not in the correct position correct position of the domes as indicated in
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the software, ensuring that they are not

showing in the exposure area.
2.4 Phantom image of object at chin height

- This scenario is seen when performing a ceph exam in the Eagle Eye software, the image
presents a “ghost image” phenomenon in the patient's chin.
Image 15 Phantom object representation at the height of the chin

The positioner for panoramic profiles has not - Remove the panoramic profile chinrest so
been removed that it does not influence the cephalometric
profiles.
2.5 Wide vertical band in the image

presents a white and wide vertical strip.
Image 16 Representation of vertical wide band in the image
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Incorrect movement of the collimator and - Redo the secondary collimator calibration
sensor motors. step
2.6 Wide horizontal band in the image

presents a white and wide horizontal band.
Image 17 Wide horizontal swath representation in the image

Sensor cell burnout. - In this case, the sensor must be replaced.
2.7 Tele exam with “blinds on the picture”

has white and black stripes, a phenomenon known as “image blinds”.
Image 18 Tele exam representation with "blinds on image"

There is a mechanical misalignment. - Redo full calibration
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3 QUALITY OF TOMOGRAPHIC IMAGES

3.1 Image with circular stripe
- This scenario is seen when performing a tomography exam in the Eagle Eye software
and the image presents a black circular stripe, as can be found by the arrow.
Image 19 Image representation with circular stripe

Artifact on the sensor. - Perform the CBCT sensor calibration steps:
- Sensor;
- Center of Giro;
- Density;
- Metal.
Dirt on the sensor. - Open the sensor cover and check if there is
any dirt or fingerprints in the active sensor
capture area.
High sensor temperature. - Check if the sensor has a high temperature
after conducting an examination, from the
Sensors present in Eagle Service tab.
Dirt on the aluminum head filter. - Check if there is any dirt in the radiation
output of the head where the aluminum filter
is.
Computer malfunction. - After performing all the above attempts and
the problem persists, we recommend that
you change the computer within the same
specifications or higher to conduct tests.
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3.2 image with distortion

and the image presents distortions and white noise along the arch.
Image 20 Image representation with distortion

Tomography calibration loss. - Conduct the tomography sensor calibration
steps:
- Sensor;
- Center of Giro;
- Density;
- Metal.
Tomography sensor communication loss. - Check the communication cables from the
tomography sensor to the Switch;
- Check the operation of the Switch's RJ 45
port;
- Check the communication cable from the
Switch to the RJ 45 connector on the base of
the Eagle;
- Check the communication cable from Eagle
to the computer.
Lack of grounding in the socket. - Check if there is grounding in the socket
where the stabilizer and the equipment are
connected.
Graphic card problem. - Check if the computer's graphic card is
compatible or higher than required by the
manufacturer (Nvidia line) GTX 1060 or
higher;
- Make sure your graphic card drivers are up
to date
- Check in the task manager and in the
computer's device manager if the graphic
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card is being recognized by the computer and

is working.
Network card problem. - Check if the network card is compatible or
higher than required by the manufacturer
(Gigabit Ethernet (1000Mb/s), JumboPacket
9KB (Intel i350-T1, Intel Gigabit CT, PCE-1G-
01-LP);
- Check if the network card settings are by the
manufacturer's recommendations:
- Receive Buffers (2048);
- Transmit Buffers(2048);
- Speed / Duplex (1 Giga Full Duplex);
- Jumbo Packet (9014).
3.3 saturated image

and the image appears to be saturated.
Image 21 Saturated image representation

Incompatible KV and mA parameters for the - Redo the test paying attention to the right
patient. kV and mA parameters for each type of
patient.
3.4 drizzle image

- This scenario is seen when performing a tomography exam in the Eagle Eye software,
the image has several black and white pixels, giving the appearance of having sprinkles, without
definition.
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Image 22 Representation of the drizzled image

KV and mA parameters were not selected - Redo the exam paying attention to the
before the exam. choice of parameters
3.5 Image does not rebuild

right after the capture, there is no reconstruction of the exam, that is, the visualization screen of
the tomography exam does not show any image.
Image 23 Representation of the non-reconstructed exam image

Reconstruction USB stick not connected to - Check if the green image reconstruction
computer. pen-drive is connected to the computer and
the light is on.
- Change the USB port where the
reconstruction key is connected and check
the connection.
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Missing rebuild .dat file in Reconstruction - Check if the .dat file is inside the
folder. Reconstruction folder in the following
directory:
“C:\ProgramData\Eagle\Reconstruction”.
License not active. - Conduct the license activation step, the
steps are present in item 2 of the Repairs
document.
Full HD. - Check if the HD that is saving the CT scans is
full.
Graphic card problem. - Check if the computer's graphic card is
compatible or higher than required by the
manufacturer (Nvidia line) GTX 1060 or
higher;
- Make sure your graphic card drivers are up
to date;
- Check in the task manager and in the
computer's device manager if the graphic
card is being recognized by the computer and
is working.
3.6 Object found in scout

- This scenario is seen when performing the scout for a tomography exam in the Eagle
Eye software, the image shows an object on the patient's chin, this object is found by the red
arrow.
Image 24 Representation of the object found in the scout

Object on the patient's chin. - Check the location of the chin rest.
3.7 3D image does not open in OnDemand Software

- This scenario is seen when trying to open a tomography exam in the OnDemand
software, it does not allow it and the following message is displayed:
Title: “Problem registered”.
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Message: “Please install OnDemand3DDental again”.
Image 25 Unopened 3D image representation in OnDemand

Version of OnDemand Software not - Do the step present in item 4 of the Repair
compatible with the one configured in Eagle document.
Eye.
3.8 OnDemand software does not open

- This scenario occurs when trying to open the OnDemand software it closes right after
without any feedback.
unknown reason - Go to the computer's control panel and
uninstall “Microsoft Access Database”. Rerun
the OnDemand software and the Microsoft
Access Database will be automatically
installed and the software will reopen
normally.
Names with characters outside the ASCII Follow the step in item 3 of the Repair
table. document.
4 PATIENT POSITIONING
4.1 PROBLEM WITH PATIENT POSITIONING IN PAN EXAMINATIONS
- This scenario occurs when positioning the patient to perform a panoramic scan. In this
case, if the head is turned to the right, represented by figure 1 of image 27, the exam will be
equivalent to that represented in figure 3 of image 27, if the head is turned to the left,
represented by figure 2 of image 27, the exam will be equivalent to that represented in figure 4
of image 27.
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1 t
3 4
Image 26 Causes and consequences of problems with patient positioning

Positioning the patient's skull in an irregular - Adjust the patient's skull using the
position. panoramic lasers, as suggested by the
manual.
Higher condyle on one side compared to the - Adjust the patient's skull using the
other side. panoramic lasers, as suggested by the
manual.
Teeth appear to be larger on one side and - Adjust the patient's skull using the
smaller on the other side. panoramic lasers, as suggested by the
manual.
4.2 DEFORMED INCISORS AND CANINES

- This scenario occurs when positioning the patient to perform a panoramic examination
and the result of it presents deformed incisors and canines.
Image 27 Representation of wide and deformed incisor and canine teeth
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Canine laser in an irregular position - Adjust the canine laser correctly.
4.3 IMAGE WITH PATIENT POSITIONING ERROR

- This scenario occurs when positioning the patient to perform a panoramic examination,
since the dental arch is not in the form of a “smile” as seen in examinations of this type.
Image 28 Image representation with patient positioning error

Patient with chin rest off the chin rest or the - Check if the patient is touching the chin to
chin rest is too high for the patient's height. the support and adjust the correct height of
the equipment.
4.4 IMAGE WITH SHADOW IN THE UPPER ARCADE

- This scenario occurs when viewing that there are shadows in the patient's upper arch,
as shown by the arrow.
Image 29 Shadow representation in the upper arch
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Air between the hard palate region (roof of - Instruct the patient to position the tongue
the mouth) and the tongue. completely against the hard palate (roof of the
mouth).
5 GENERAL TROUBLESHOOTING
5.1 machine does not turn on
- This scenario occurs when the button to turn on the machine is pressed and it does not
emit any sound signal and no LED is activated.

Problem in electrical installation. - Check that the correct voltage is arriving at
the outlet;
- Check if the stabilizer button is in the correct
position;
- Check if any input fuse is blown, if it is
blown, follow item 11 of the Repair
document, to change it.
- Check if any stabilizer cables have come
loose.
5.2 Machine does not move

- This scenario refers to when the machine is turned on, however it does not perform
any movement when capturing.

Emergency button pressed. - Check that the emergency button is
activated.
5.3 Locked temple support

- This scenario is seen when there is no way to move the temple support, leaving it
locked, making the exam impossible.

Temple rest cover is not suitable. - Remove the cover from under the temple
support;
- check if any parts are broken;
- Redo the adjustment of the support.
5.4 Rotation movement error

- This scenario is seen when the rotation of the head column presents an error, which
may lead to a lack of rotation or an incomplete rotation.
Lack of grounding. - Check if the power outlet is grounded as
instructed by the factory.
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- Check if the main board is grounded on the

Eagle housing.
Network cable near sources of interference. - Check that the network cable is not close to
a power cable, preferably not sharing the
same conductor:
- Check that there is no other equipment
in the same outlet.
- Check if there is no other electrical
equipment that produces noise near the X-
ray.
5.5 Slow rotation movement while going to the starting position

- This scenario is seen when the machine is rotating the head column, this rotation, when
returning to the first position, presents an abnormal slowness.
Rot potentiometer damaged or out of - Check the integrity of the cables that go
calibration. from the potentiometer to the main board.
5.6 Software shutdown after exposure

- This scenario is described, when there is exposure in the Eagle Eye software and right
after performing the exposure action, the software closes on the computer.
Loss of calibration files. - Recalibrate the sensor step.
Lost file: - Reinstall the software or change the
“C:\ProgramData\Eagle\SensorData\Xineos”. folder where it is installed.
5.7 "Disconnected" error message

- This scenario is seen accessing the acquisition screen of the Eagle Eye software, the
message in the text box at the bottom of the screen (represented by the red arrow), is
presented as “disconnected”.
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Image 30 Depiction of the "disconnected" error message

Connectivity is not set up - Check that the machine is turned on.
correctly. - Check if the ethernet cable is connected in the correct position,
both in the machine and in the computer.
- Verify Network Interface Card is correctly configured.
- Resetting the main board resolves connectivity issues. (Attention:
When resetting the main board, the machine calibration will
be lost and the complete calibration must be conducted).
Ethernet cable problem. - Check that the cable is correctly connected to the machine and
the computer.
Open the software - The Eagle Edge must be turned on first before opening the
before turning on the X- software.
ray unit.
Excessive computer - Check computer uptime in "manager and devices\Performance".
uptime. - Reset the computer.
Computer power saving. - Check if the computer is in energy saving mode (this causes it to
lose computational power).
Dock board problem - Check if the dock card is working properly.
Hardware failure - Check burned cells in the image.
(sensor).
Network card problem. - Check if the network card has the specifications according to the
factory.
- Check, by opening the “sapera log viewer”, if there is packet loss
during image capture.
Connectivity between - Check if the remote trigger is correctly connected to the machine.
computer and remote - Check if the communication between the remote trigger is
trigger. working, follow item 5 in the Repair document.
Connection between the - Check that the cables are connected in the correct place.
local network and the
machine's network cable
reversed.
Firewall activated. - Check if the firewall is active and disable it if it is active.
Short circuit remote - Check whether the remote trigger has a short circuit.
trigger. - Conduct the button calibration step in Eagle Service.
Windows Update. - No known workarounds.
Optical sensor error. - Check the operation of the optical sensor from the “Optical
Switches” tab present in Eagle Service.
5.8 Loading bar stuck when capturing image

- This scenario is seen when the loading bar highlighted by the red rectangle does not fill
all the space when performing a capture and there is no continuity in the software actions.
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Image 31 Loading bar representation stuck when capturing image.

Internet communication problem. - Check communication with the internet.
Exposure trigger issue. - Conduct the step of item 5 present in the
Repairs document.
Loss of ini files. - Check for missing configuration files.
Excessive computer uptime. - Check computer uptime in "manager and
devices\Performance".
- Restart the computer.
5.9 Pan collimator error

Preset software parameters are erratic. - Look for the section [PAN_COLIMADOR]
pos_inicial_pan and change it to -3000, in the
config.ini file, to access the config.ini file just
follow the steps in the repairs document,
item 1.
Pan collimator initialization in incorrect - Check if the Pan collimator does not start in
position. the correct position.
Movement of collimator motors incorrect. -Check the movement of the collimator
motors.
Connection of irregular harnesses. -Check the motor connection harnesses and
collimator limit switch harnesses.
5.10 ceph collimator error

Preset software parameters are erratic. - Look for the [TELE_ROT]
offset_calibpan_inicial section and change it
to 5000, in the config.ini file, to access the
config.ini file, just follow the steps in the
repairs document, item 1.
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Incorrect movement of the collimator - Check the movement of the collimator

motors. motors.
Connection of irregular harnesses. - Check motor connection harnesses and
collimator limit switch harnesses.
5.11 "Send to Server" button not working

- This scenario occurs when accessing the tomographic image visualization screen of the
Eagle Eye software and pressing the “Send to Server” button, found on the right side of the lower
part of the software (represented by the red arrow), and no action takes place.
Image 32 Representation of the send to server button

Missing OnDemand file in rebuild directory. - Check the existence of the
OnDemand3DIntegration file in the
reconstruction directory and replace it with
what is compatible, as described in item 4 of
the Repairs document.
5.12 HardKey not found on computer configured as client (error -1003)

- This scenario occurs when logging into the Eagle Eye software with a computer configured as a
client, in this case, the following message is displayed in the software:
Title: “Hardkey Error -1003”.
Message: “Please insert the hardkey into your computer and check your network connection to
access Eagle Eye Software”.
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Image 34 Representation of hardkey error -1003

Blocked traffic issue. - Conduct the step of item 6 of the Repairs
document.
- Check the config.ini if the hardkey is in mode

2, to access the config.ini file just follow the
steps in the repairs document, item 1.
5.13 PROBLEMS RUNNING THE EAGLE EYE SOFTWARE

- This scenario occurs when logging into the Eagle Eye software and the following message
appears on the screen:
Title: “Hardkey Error -9”.
Message: “Please verify that:
- The hardkey is well connected to the computer.
- The hardkey's blue led is on.
If everything looks good, change the hardkey to another USB port and check your network
connection to access the Eagle Eye Software.”
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Image 35 Representation hardkey error -9

Hardkey error -9 (hardkey not found). - Check if the hardkey's blue led is on.
- Change USB port.
Database connection error. - Check if the HD (Disk C:) is full in case it is

necessary to delete files to free up space.
- Configure the server:
- Server IP – localhost
- Port – 5432
- Password – Eagle@2021 .
Eagle Eye Database Service Error. - Check if the Database Service is running.
- Search Windows for “Services” and run the

application as Administrator, search for
“postgresqlEagleAlliage” and start the
service.
Hardkey write error. - Need to rewrite the key with support

directly from the factory through the service
link.
5.14 HardKey Error -44

- This scenario occurs when logging into the Eagle Eye software and the following message
appears on the screen:
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Title: “Hardkey error -44”.
Message: “Please insert the hardkey into the computer and check your
connection network to access the software”.
Image 36 Representation hardkey error -44

NeoKey Locked for more than 10 login - You must rewrite the license, to rewrite it
attempts with incorrect password. just follow the steps in item 8 in the Repairs
document.
5.15 Server connection error

- This scenario occurs when trying to communicate with the database in the Eagle Eye software
and the following message appears on the screen:
Title: "Error".
Message: “Connection to database server failed. You wish

configure database address?”.
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Image 37 Error message with the server

Database misconfigured. - Redo the configuration again, paying
attention to whether the computer in
question is a server or a client. If it is the
server, it must be configured as Localhost and
if it is a client, the IP of the server computer
must be informed.
5.16 HardKey Error -5460

- This scenario occurs when trying to perform a webupdate on the hardkey within the Eagle Eye
software and the following message appears on the screen:
Message: “Error performing webupdate -5460”.
Image 38 Hardkey Error Message 5460

Web update is not responding correctly. Rewrite hardkey with the help of technical
support.
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5.17 Green bar loads and does not generate the image
- This scenario occurs after performing an acquisition within the Eagle Eye software, shortly after
exposure of an exam.
Image 39 Representation of the green bar loaded without generated image.

Sensor folder is in wrong location. - Change the sensor folder related to the type
of sensor installed on the machine and the
software version that is installed on the
computer: “
C:/programdata/eagle/sensordata(xineos or
spb) ”
5.18 Green bar loads and does not generate the image
- This scenario occurs after performing an acquisition within the Eagle Eye software, shortly after
exposure of an exam.
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Image 39 Representation of the green bar loaded without generated image

Sensor folder is in wrong location. - Change the sensor folder related to the type
of sensor installed on the machine and the
software version that is installed on the
computer: “
C:/programdata/eagle/sensordata(xineos or
spb) ”
5.19 network card does not recognize

- This scenario is seen when entering the network settings, the network card is not recognized
by the computer, causing problems in communicating with the machine.
Image 40 Representation of the network card not being recognized
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Missing network card or damaged slot. - Check if you have the problem card or slot,
try with the onboard card
5.20 The space referring to the 3D image is blank

- This scenario is seen when performing a capture or opening a tomography exam in the
Eagle Eye software, the space intended for the appearance of the 3D object presents a blank
screen.
Image 41 Representation of the space referring to the 3D image is blank

Graphic card with insufficient requirements - Check that the graphic card meets the
or wrong settings. minimum specifications;
- If applicable, check if the monitor output is

linked to the graphic card;
- If it is attached, perform the item 8 of the

Repairs document.
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5.21 Windows update blocks and removes important folders for the
software to work
Image 42 Exclusion of important folders

Windows Update. - Formatting the computer and installing the
programs again.
5.22 printer does not recognize
Image 43 Problem with the printer not recognizing

Identification error in printer configuration in - Check that the AE name and title, IP and port
Eagle Eye are correct
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5.23 trigger error

- This scenario is seen when accessing the acquisition screen of the Eagle Eye software and the
following message is displayed on the screen:
Title: “Trigger error”.
Details: “Please check the trigger connection”.
Image 44 Error representation in the trigger

Short circuit trigger. - Replace faulty trigger
5.24 interrupted exam

- This scenario is seen when accessing the acquisition screen of the Eagle Eye software to perform
an acquisition and while the exam is in progress, the following message is displayed on the
screen:
Title: “The exam has been stopped”.
Details: “time elapsed during the exam: 13.1s”.
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Image 45 Interrupted exam representation

Trigger button was released before finishing - Repeat the test, taking care not to release
the exam. the button too soon.
Bad contact in the trigger. - Try again, if it persists try with the other
trigger, and if successful, the failed trigger
must be replaced.
Bad contact with trigger cable. - Try again, if it persists try with the other
must be replaced.
Bad contact with trigger plate. - Try again, if it persists try with the other
must be replaced.
5.25 Error when invoking method while software is opening

- This scenario is seen before the Eagle Eye software is initialized, showing failure in its
initialization and the following message:
Message: “Error call method”.
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Image 46 Representation of error call method while software opens

Loss of config.ini files. - Check for missing configuration files.
5.26 Emergency button activated

- This scenario occurs right after accessing the acquisition screen of the Eagle Eye
software and the following message is displayed:
Title: “Emergency button is pressed”.
Message: “Release the emergency button to proceed”.
Image 47 Representation of the activated emergency button

Emergency button is activated. - Release the emergency button.
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PART 2 - SERVICE MODE
6 PAN INSTALLATION
6.1 Error installing database
- This scenario occurs when installing the Eagle Eye software database, the following
message is displayed:
Title: "Error".
Details: “Failed to load additional SQL modules within database cluster”.
Image 48 Error representation when installing the database.

Error in the database installation process. - Verify that the PostgreSQL folder in the
c:\program files directory has been deleted
before reinstalling the program again.
- Type "services" in the Windows search bar

run as administrator and check if the
PostgreSQL service is running during
installation.
6.2 RADIATION BEAM AREA OUTSIDE ACCEPTABLE LIMITS

- This scenario occurs when it is necessary to calibrate the collimator, in the Service software,
and the following message appears in the text box: “Beam size is smaller than the limit, Value =
141.371999... mm, threshold value = 143.990 mm”.
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Image 49 Representation of the radiation beam area outside acceptable limits

Preset software parameters are erratic. - Search for the section [PAN_COLIMADOR]
Length_min_area_util_pan_mm = 144.0 and
change it to 140.0, in the config.ini file, to
access the config.ini file just follow the steps
in the repairs document, item 1.
6.3 Software does not allow clicking any button

- This scenario occurs when accessing the calibration step in factory mode or installation
mode in the Service software and all the buttons are disabled.
Image 50 Representation of disabled software
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The access password has not been entered to - Enter the password for access.
start the installation mode.
6.4 Sensor does not recognize

- This scenario occurs when trying to capture in the Eagle Eye software or perform the
calibration in the Service software, there is no sensor recognition by it and the Pan and Tele
sensor ID are correct, as can be represented in the image below.
Image 51 Representation of unrecognized sensor

Software configuration incompatible with - Check the proper settings and make them
equipment version. according to the equipment model in
question.
6.5 Unapproved communication step

- This scenario occurs when it is necessary to conduct the communication test in the Service
software and there is no use in this step.
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Image 52 Representation of the communication step without use

Communication with Main board, C-arm or - Check the circuit which the software says
tubehead failed. has a communication failure.
6.6 Potentiometer not approved even with equipment in correct position

- This scenario occurs when it is necessary to calibrate the potentiometer, in the Service software
and even with it in the correct position, the following message is displayed in the text box: “Turn
the potentiometer counterclockwise”.
Image 53 Representation of the non-approved potentiometer
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March, 2nd, 2023
Wrong part reading. - Redo the calibration step, if it persists,

replace the part and redo the calibration
process.
6.7 Light beam does not appear in intended area

- This scenario is seen in the collimator calibration step in the Service software and the
light beam that should be displayed in the intended area is not present in the software and the
following message is described in the text box: “Remove any object from the acquisition area.
Click “run” to start the calibration.”
Image 54 Representation of the light beam outside the intended area

Excessive computer uptime. - Restart the computer.
The collimator is not moving properly. - See the movement of the collimator and
follow the beam of light using a screen.
6.8 Collimator area with interference

- This scenario is seen when conducting the pan calibration step in the Service software
and the light beam shown in the image has black interference and streaks, inconsistent with the
normal scenario.
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March, 2nd, 2023
Image 55 Representation of the collimator area with interference

Loss of communication. - Conduct item 7 of the Repair document.
Exhibition area with some object. - See that there is no object in the exhibition
area, ensuring that the area is free
6.9 Message to insert the sensor into the PAN with it already inserted
- This scenario occurs when entering the factory mode or complete installation of the
Service software and clicking on the Pan/CBCT calibration with the Pan sensor correctly inserted,
however the following message is displayed on the screen: “Insert the sensor in the Pan”.
Image 56 Representation of the message to insert the pan sensor.

Loss of communication. - Conduct item 7 of the Repair document.
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March, 2nd, 2023
Exhibition area with some object. - See that there is no object in the exhibition
area, ensuring that the area is free
7 CEPH INSTALLATION
7.1 MESSAGE THAT THE INTENSITY OF THE LIGHT IMAGES IS OUTSIDE
THE CALIBRATION RANGE
- This scenario occurs when calibrating the ceph sensor in the Service software, when
the light image intensity is outside the calibration range and the following message is displayed
in the text box: “The light image intensity is outside the calibration range. Press "Run".
Image 57 Representation of light images outside the calibration range

Predefined parameters in the software are - Search for the [TELE_SENSOR]
not enough. IntensityDesiredBright_SPB section and
change it to 48000, in the config.ini file, to
access the config.ini file, just follow the steps
in the repairs document, item 1.
7.2 Incorrect position of the domes in the parallelism adjustment

- This scenario is seen when accessing the Service software in the ceph calibration in
the olives stage, which the following message is described in the text box:
“Loosen 21 turns of horizontal screw rotation (1)
Tighten the vertical screw (4) 1 turn of rotation.
Please adjust the domes to make the circles concentric and perform this calibration step
again.”
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Image 58 Representation of incorrect position of the domes

Some kind of shock during transport or when - Adjust manually.
unpacking and fixing the equipment
7.3 Olives not correctly identified

- This scenario is seen when accessing the Service software in the ceph calibration in the
ear rods stage, the ear rods are not recognized correctly in the software and the following
message is displayed: “The support for ears was not identified in the image”.
Image 59 Representation of unidentified ears on the support

Incorrect software reading. - Redo step.
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March, 2nd, 2023
Calibration device used in the previous step - Remove the calibration device and repeat
was not removed. the step.
7.4 Incorrect latch position

- T h i s s c e n a r i o o c c u rs d u e to i n co r re c t a s s e m b l y o f t h e c e p h l a t c h .
Image 60 Representation of the latch mechanism

Error installing the latch. - Adjust manually so that your movement is
adequate
8 TOMO INSTALLATION
8.1 LOSS OF COMMUNICATION AND DISCONNECTION WITH THE SENSOR
- This scenario is seen in the Service software, when accessing the CBCT collimator stage,
in this case there is a loss of communication with the sensor and its disconnection from the
computer.
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Image 61 Loss of communication and disconnection with the sensor

switch problem - Check the Switch port for problems:
- If the green led is on, it means that there is

identification of a part at the other end of the
cable.
- If the green LED keeps flashing, it means that

there is data exchange between the
components.
Network card problem - Check if the network card has the

specifications according to the factory.
- Check, by opening the “sapera log viewer”,

8.2 ARTIFACTS IN THE ELLIPSE CALIBRATION STAGE

- This scenario is seen in the Service software in the density calibration step, which
presents artifacts that can be seen by the red arrow.
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Image 62 Representation of artifacts in the ellipses calibration step

Temple rods are in place. - Remove rods and redo the calibration
step.
8.3 IRRADIATED AREA OUTSIDE THE PARAMETERS

- This scenario occurs when calibrating the collimator in the Service software and the
following message is displayed in the text box: “Irradiated area greater than acceptable. Check
that the collimator is moving correctly and restart the process”.
Image 63 Representation of the irradiated area outside the parameters
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Unidentified area. - Keep trying until you are in the correct area
Incorrect movement in the collimator motors. - Check the movement of the collimator
motors
8.4 Non-standard clear image

- This scenario occurs when calibrating the tomography sensor in the Service software, when the
light image intensity is outside the calibration range and the following message is displayed in
the text box: “The light image intensity is outside the calibration range. Press "Run".
Image 64 Non-standard clear image representation
Pre-established parameter - Vary the TOMO SENSOR KV and mA parameters in the config.ini
in incompatible software. file, to access the config.ini file just follow the steps in the repairs
document, item 1.
8.5 Missing guidance icon

- This scenario occurs when trying to perform any calibration step of the Service software in the
CBCT part and the icon, circled in red, is not loaded.
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March, 2nd, 2023
Image 65 Representation of the absence of the orientation icon
software failure - Be guided by the written message.
8.6 Acknowledgment failed in tone sensor while being recognized in PAN

- This scenario is presented in the Service software, when it is necessary to perform
calibration and the tone sensor is not recognized by the software, even though it has the same
IP address as the Pan sensor.
Image 66 Representation in the 3D sensor recognition failure
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March, 2nd, 2023
The sensor or machine settings do not match the - Review all settings, paying attention to the
equipment model. type of machine.
8.7 Reconstruction License not found

- This scenario is displayed when conducting the Service software reconstruction
license step when calibrating the Pan/CBCT. In this case, it is not possible to connect to the
reconstruction hardkey server, and the following message is displayed on the screen: “It was
not possible to connect to the license server”.
Image 67 Representation of failure to find the reconstruction license.
Missing rebuild license - Check that it is properly placed, and that the connection light is
hardkey. active;
- Conduct step 2 of the Repairs document.
Missing reconstruction files. - Check the file path and if it is missing, ask the factory for the
correct file.
8.8 Calibration phantom not found in Density calibration process

- This scenario is presented in the Service software when it is necessary to calibrate the
tome in the density step and the calibration fails because it does not find the density calibration
phantom and the following message is displayed: “Failed. No slices were identified with the
materials (density).”
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March, 2nd, 2023
Image 68 Failed to find calibration phantom.
Calibration phanthom missing or - Check if the calibration phantom is properly placed in

incorrectly placed. the correct position.
Page54of54

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Troubleshooting EAGLE EDGE

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AXR 90 & 120 Troubleshooting Guide

March, 2nd, 2023

4.2 DEFORMED INCISORS AND CANINES ................................................................................ 22

6.5 Unapproved communication step..................................................................................... 42

PART 1 - USER MODE

Image 1 Failed representation in image preview

Possible causes: Verifications:

Dock board problem. - Check if the dock card is working properly.

1.2 LOW QUALITY IMAGE AND LINES

Image 2 Image representation with low quality and lines

Possible causes: Check this:

1.3 WHITE CONE ON THE FRONTS

Image 2 Representation of white cone on the front teeth

Possible causes: Check this:

1.4 drag on image

Image 3 Drag representation in the image

Possible causes: Check this:

1.5 LINE IN THE PICTURE

Image 4 Dark line representation in the image

Possible causes: Check this:

1.6 very whitish image

Image 5 Very whitish image representation

Possible causes: Check this:

1.7 Image with vertical stripes

Image 6 Image representation with vertical stripes

Possible causes: Check this:

Collimator problem. - Check the movement of the collimator motors.

1.8 Ghost artifact in the image

Image 7 Phantom artifact representation in the image

Possible causes: Check this:

1.9 image shortening

Image 8 Image foreshortening representation

Possible causes: Check this:

1.10 Image cropping problem

Image 9 Cut representation in the image.

Possible causes: Check this:

1.11 Horizontal lines present in the image

Image 10 Representation of horizontal lines in the image

Possible causes: Check this:

1.12 image noise

Image 11 Image representation with noise

Possible causes: Check this:

2 QUALITY OF CEPHALOMETRIC IMAGES

Image 12 Low definition representation in the image

Possible causes: Check this:

2.2 Horizontal lines in the image

Image 13 Representation of horizontal lines in the image

Possible causes: Check this:

2.3 Horizontal strip at the height of the olives

Image 14 Representation of the horizontal band at the height of the olives

Possible causes: Check this:

the software, ensuring that they are not

2.4 Phantom image of object at chin height

Image 15 Phantom object representation at the height of the chin

Possible causes: Check this:

2.5 Wide vertical band in the image

Image 16 Representation of vertical wide band in the image

Possible causes: Check this:

2.6 Wide horizontal band in the image

Image 17 Wide horizontal swath representation in the image

Possible causes: Check this:

2.7 Tele exam with “blinds on the picture”

Image 18 Tele exam representation with "blinds on image"

Possible causes: Check this: