Primescan Intraoral Scanner Drop Damage Repair Case Study for Dr. Emma Elias Verge

Field	Details
Clinic / Client	Dr. Emma Elias Verge
Equipment	Digital Intraoral Scanner
Model	Primescan
Primary Issue	Scanner stopped scanning correctly after an accidental fall
Secondary Symptoms	Immediate scanner failure after startup attempt, no response to basic functionality tests, and no visible external damage
Diagnostic Findings	Drop-related internal optical pathway disruption is suspected despite the absence of obvious exterior damage
Suspected Root Cause	Impact damage affecting the scanner lens/optical capture pathway, preventing proper image acquisition and clinical scanning
Repair Type	New lens installation, optical pathway inspection, scanner functionality testing, and post-repair scan validation
Outcome	Scanner restored through lens replacement and functional verification for clinical scanning use

Executive Summary and Clinical Context

A Primescan intraoral scanner is a high-value digital dentistry asset used for accurate impressions, chairside restorative planning, orthodontic workflows, and implant-related treatment planning. When this type of scanner suffers an accidental fall, the damage is not always visible from the outside. That was the case for Dr. Emma Elias Verge, whose Primescan scanner fell to the ground and then stopped scanning correctly.

According to the clinic notes, the incident happened about a week before the device was submitted for service. After the fall, the scanner was turned on and tested, but it immediately stopped working. No visible external damage was noticed at first. However, the scanner did not respond properly to basic functionality tests, which strongly suggested an internal optical or hardware issue.

Repair.Dental handled this case as a drop-damage Primescan repair, with the key repair requirement being a new lens installation. Clinics facing similar scanner failure can start support through the Repair.Dental contact page or generate an intraoral scanner repair shipping label to send the device for professional evaluation.

dr. emma elias verge intraoral scanners primescan on Repair Guru

Why Drop Damage Can Disable a Primescan Scanner

A dental intraoral scanner is not just a camera inside a handpiece. It contains a precise optical system, internal sensors, lens pathway, lighting control, image-processing electronics, and communication hardware. Even when the scanner body looks normal after a fall, the internal imaging pathway can shift, crack, or become optically distorted.

For a Dentsply Sirona Primescan, reliable scanning depends on clean optical capture. If the lens or optical path is damaged, the scanner may power on but fail to scan correctly. In more serious cases, it may stop working immediately after startup or fail basic response tests.

Common problems after a scanner fall include:

Damaged lens or optical window
Internal optical misalignment
Scanner startup failure
Blurred or distorted image capture
Unstable software recognition
Failed calibration behavior
Interruption during scan initialization
No visible exterior damage despite internal failure

Repair.Dental provides specialized Dentsply Sirona intraoral scanner repair for practices dealing with Primescan problems, drop damage, optical failures, scanning interruption, and camera recognition issues.

Technical Diagnostic Breakdown

No Visible Damage Does Not Mean No Internal Damage

One of the most important parts of this case was that no visible signs of external damage were observed after the fall. This can create confusion for dental teams. If the scanner housing is not cracked, the cable looks normal, and the device still appears physically intact, it may seem like the issue should be software-related.

However, intraoral scanners depend on very sensitive internal alignment. A fall can transfer shock through the scanner body and affect components that are not visible during a basic clinic inspection.

The damage may involve:

The lens surface or internal optical window
Even a small crack, scratch, or shift can prevent accurate image capture.
The optical seating area
If the lens assembly shifts, the scanner may lose the correct focal pathway.
The internal camera channel
Impact can affect the scanner’s ability to capture clean surface detail.
The light projection pathway
If light is scattered or blocked, the scanner may fail to process tooth geometry.
Calibration stability
The scanner may not be able to validate its optical performance after impact.

Because of this, Repair.Dental treats fall-related scanner issues as both mechanical and optical failures until testing confirms the exact cause.

Why the Scanner Stopped Working Immediately

The clinic reported that after the fall, an attempt was made to turn on and use the scanner, but it immediately stopped working. This type of behavior often means the scanner is unable to complete the first stage of active scanning.

A scanner may fail immediately when:

The imaging path is blocked or distorted.
The lens is damaged.
Internal optical alignment is disrupted.
Sensor feedback does not match expected values.
The software cannot receive usable scan data.
A safety or initialization check fails.

In this case, the solution was a new lens, which indicates that the optical capture pathway was the main repair focus.

Repair.Dental Repair Approach

1. Initial Physical and Functional Inspection

Repair.Dental began the evaluation by checking the scanner’s physical condition and reported failure behavior. With drop-damage cases, the diagnostic process must go beyond simple external inspection because the most important damage is often inside the scanner head.

The technical review focuses on:

Exterior housing condition
Scanner head and lens area
Cable and connector stability
Startup response
Software communication
Basic scan behavior
Optical visibility and clarity

This helps separate cosmetic damage from functional damage.

2. Lens and Optical Pathway Assessment

Because the scanner stopped scanning correctly after impact, the lens pathway became the priority. The lens is one of the most important parts of the intraoral scanner’s image capture system. If it is damaged or shifted, the scanner cannot reliably interpret surfaces inside the mouth.

The optical pathway inspection checks for:

Lens cracking
Internal reflection distortion
Blocked optical capture
Debris or contamination after impact
Misalignment at the scanner head
Poor image clarity
Failed scan initialization

For dental professionals, this is why a scanner should not be judged only by its outside appearance. A device can look clean and undamaged but still have a serious internal optical fault.

3. New Lens Installation

The required repair for this Primescan case was a new lens installation. This is a precision repair because the replacement lens must support proper optical clarity, seating, and alignment.

A proper lens repair involves:

Removing or addressing the damaged lens assembly.
Cleaning the optical seating area.
Inspecting for impact-related debris or displacement.
Installing the correct replacement lens.
Confirming proper seating and optical clarity.
Testing scanner response after installation.

This repair is not the same as replacing a simple cover. The lens affects the scanner’s ability to capture accurate digital impression data. Poor installation can cause ongoing blur, scan distortion, calibration issues, or repeated scanning failure.

Post-Repair Testing and Validation

After lens replacement, Repair.Dental validates the scanner under functional testing conditions. The goal is not only to confirm that the scanner turns on, but also to confirm that it can return to predictable chairside use.

Post-repair validation may include:

Scanner startup testing
Software recognition checks
Live image capture review
Scan initialization testing
Optical clarity confirmation
Calibration-related checks
Continuous scan simulation
Final readiness inspection

Clinics can monitor an ongoing repair through the Repair.Dental track repair portal. Practices can also review common service questions through the Repair.Dental FAQ before sending a scanner for evaluation.

Clinical Impact of Restoring the Primescan

For Dr. Emma Elias Verge, restoring the Primescan meant recovering an important part of the practice’s digital workflow. A scanner that fails after a fall can delay impressions, disrupt patient scheduling, and force the team to use slower backup methods.

A successful lens repair supports:

Restored scanning reliability
Reduced workflow downtime
Improved patient appointment flow
Continued use of existing scanner investment
More predictable digital impression capture
Lower risk of unnecessary scanner replacement

For many clinics, component-level repair is a practical alternative to replacing an expensive scanner, especially when the failure is isolated to a repairable optical component.

When Should a Clinic Send a Primescan for Repair?

A Primescan should be professionally evaluated after a fall if any abnormal behavior appears, even when there is no visible external damage.

Send the scanner for repair if:

The scanner stops scanning after a drop.
The device powers on but immediately stops working.
There is no visible damage, but the scanner fails basic tests.
The scan image looks blurry, dark, or unstable.
Calibration fails after impact.
The software cannot complete scanning.
The lens area appears scratched, cracked, or unclear.
The scanner behaves differently after being dropped.

Early evaluation helps prevent further downtime and allows the exact failure point to be identified before the issue becomes more expensive.

Repair.Dental Support for Dentsply Sirona Primescan Repairs

Repair.Dental supports dental professionals with advanced Primescan repair, Dentsply Sirona scanner repair, and broader intraoral scanner repair services. Whether the issue involves a damaged lens, scanning failure, drop damage, camera recognition error, calibration problem, or optical distortion, the goal is to restore dependable clinical function.

Dental teams can visit the main Repair.Dental website to explore repair services, view related case studies, or read verified client reviews from other dental professionals.

For a Primescan that stopped working after a fall, the best next step is to contact Repair.Dental and request a professional scanner evaluation. A targeted lens repair may restore the scanner without requiring full device replacement.

Frequently Asked Questions

Why did my Primescan stop scanning after being dropped?

A fall can damage the scanner’s lens or internal optical pathway. Even if the scanner looks normal outside, the internal imaging system may no longer capture clean scan data.

Can a Primescan have internal damage without visible exterior damage?

Yes. Intraoral scanners contain sensitive optical and electronic components. Impact can affect internal alignment or the lens pathway without leaving obvious marks on the housing.

What repair was needed in this case?

The scanner required a new lens along with optical pathway inspection and functional testing.

Is this a software issue?

Because the problem started after an accidental fall, this type of failure is more likely hardware-related. Software troubleshooting usually cannot repair drop-related lens or optical damage.

How can I send my Primescan to Repair.Dental?

You can contact Repair.Dental directly or generate an intraoral scanner repair shipping label to send your device for professional evaluation.

For more insights on professional dental equipment repair, please visit Repair.Dental or follow us on Facebook & Instagram.

Primescan Stopped Working After Accidental Fall: New Lens Repair Case Study