Frequently Asked

Got a question? We’ve got the answers.

MSoft

I can't get access to my tokens

Multiple factors may be generating this situation. Contact our support service as soon as possible.

The IMed files don't open in MSoft

Multiple factors may be generating this situation. Contact our support service as soon as possible.

Imed file does not open on one laptop, but opens on others

Multiple factors may be generating this situation. Contact our support service as soon as possible.

The reconstruction step is not done on the model

Go on Msoft – Edit – Options – General and change the reconstruction processing for normal.

The license is desactivated

Multiple factors may be generating this situation. Contact our support service as soon as possible.

Crashing while opening MSoft

Verify the graphic card. Minimum: NVIDIA GeForce GT 630M. (Make sure that the graphic card drivers are up-to-date. Contact support@techmed3d.com for specific configuration.

Crashing while opening MSoft

Verify the graphic card. Minimum: NVIDIA GeForce GT 630M. (Make sure that the graphic card drivers are up-to-date. Contact support@techmed3d.com for specific configuration.

Msoft asking for tokens with unlimited license

Contact our support service as soon as possible.

Not possible to open the Imed file

Multiple factors may be generating this situation. Contact our support service as soon as possible.

Not possible to open any other format file

Multiple factors may be generating this situation. Contact our support service as soon as possible.

Not possible to open a specified scanning mode

Update the software Msoft. If it still does not work, contact our support service as soon as possible.

Is not possible to open to opening file from other source (ex: obj)

Multiple factors may be generating this situation. Contact our support service as soon as possible.

The Positioning targets are not visible

You can update the software and disable the color option

Wrapcode is expired in Msoft (only for version 2.8 and under with bodyscan)

Please, contact our support service as soon as possible.

Msoft asking tokens with monthly subscription

Do you have the right Scanner? If yes, please, contact our support service as soon as possible.

Activation code not valid or deactivated

Please, contact our support service as soon as possible.

I can't update MSoft

Multiple factors may be generating this situation. Contact our support service as soon as possible.

I want to change my computer

Contact our support service as soon as possible.

Msoft crashing while opening

Potential cause: windows update or graphic card driver update. Modification of graphic parameters might be needed. Contact our support service as soon as possible.

Msoft crashing with graphic card parameters correct

Multiple factors may be generating this situation. Contact our support service as soon as possible.

Unable to export word or excel document

Microsoft office is required for this feature.

I can't process the foam box Imed

Multiple factors may be generating this situation. Contact our support service as soon as possible.

3DsizeME

The app show error "unable to save scan"

Verify the memory of the ipad. (make storage space on the ipad).

Can I generate STLs from 3DSizeMe directly?

3DSizeMe generates an iMED file. Msoft software must be used to convert it.

Imed files have .dat extension

You can copy the .dat file somewhere on the computer and change the extension for .imed. If it still does not work, contact our support service as soon as possible.

Unable to open Imed file

Update the app. If the problem persists, the file is corrupted and you need to redo the scan.

The iMed is transformed into a .raw file

Disable the “generate raw file on submission” feature.

Can I use the app with the iPhone?

The app works with the phone, but has been made to work with ipads. Some information or details may be limited on the phone.

I have some difficulty scanning with bounding box

You can change the app settings to put the automatic option

I have some difficulty downloading the app

Please, contact our support service as soon as possible.

I can't save Imed files on Itunes

Please, contact our support service as soon as possible.

The app crashed when trying to back up Imed files

The quantity of saved Imed files must be maximum 2GB.

Can I scan a full body?

We dont specialize in this, but it is possible in 2 minutes with the torso mode, but no automatic measurement will be generated.

What is the recommended distance for scanning?

Average of 50 to 70 cm.

Still Have Questions? Get In Touch!

Please complete the form below, so we can provide quick and efficient service. If this is an urgent matter please contact Customer Support:

418-836-8100 Option 2
Monday-Friday 7:00 AM – 5:30 PM EST

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All you need to know about TechMed 3D