Frequently Asked Questions

How can we help you? Select below from a list of common questions about your Medit i500 Intraoral Scanner.
As well, you can visit the Medit Help Center or use our Contact Us feature.



  • The Medit i500 comes with a standard manufacturer warranty that guarantees against defects in materials and workmanship for 1 year from the date of the installation when used in accordance with Medit’s user manual instructions.
  • For products which require repair work within the valid warranty period of one year, Medit will provide a replacement unit and bear the cost of the product including shipping.
  • The replacement unit will be manufactured on or after the date of manufacture of the unit purchased by the end user.


  • A request for warranty service is received within one year from the date of product installation and after product inspection, the product is determined to be defective.
  • Warranty service is inapplicable in cases where:
    • one year has lapsed since the installation date.
    • products were supplied to resellers at a discounted rate for exhibitions, sales demonstrations, and loaner purposes, instead of at regular price.
    • there is damage to the product due to non-compliance with the installation and user guide.
    • there is damage to the product due to improper installation, storage operation, or packaging.
    • there is damage to the product due to any disassembly, repair or modification not provided by

Repair and Shipping Costs

  • Medit will bear the repair cost of the product including shipping.

Request For In-Warranty Procedure

  1. The reseller must contact Medit SQA support agent ( to submit any request for in-warranty service.
  2. SQA support agents will issue a Zendesk ticket which will record details of the product replacement request.
  3. The returned product should be properly packed and shipped to Medit’s office, where it will be inspected.
  4. If it is determined that the damage to the returned unit is due to the end user’s misuse, the end user will be required to pay a repair fee. SQA support agents will handle the collection of the repair fee.
  5. Replacement units will be shipped to the reseller.

Medit Link helps you manage scan data from the i500, ensuring a smooth scanning process using the iScan. In addition, you can easily place orders by generating information from iScan. Once the scan is complete, it automatically uploads the scan files to the cloud and facilitates the order and payment process with the partnered or contracted dental labs.

All patient data is encrypted for secure storage and transmission to ensure compliance with HIPAA and GDPR, as well as applicable medical laws.

These are the system requirements to operate the i500 intraoral scanner with the iScan software. We recommend checking that your system meets the minimum system requirements before use.

– Laptop

CPU: Above Intel Core i7-8750H
RAM: Above 16 GB
Graphics Card: Above NVIDIA GeForce GTX 1060
OS: Windows 10 64-bit
Use computer and monitor certified IEC 60950, IEC 55032, IEC 55024

– Desktop

CPU: Above Intel Core i7-8700K
RAM: Above 16 GB
Graphics Card: Above NVIDIA GeForce GTX 1060
OS: Windows 10 64-bit
Use computer and monitor certified IEC 60950, IEC 55032, IEC 55024

As with any technology, intraoral scanning requires some practice in order to comfortably utilize it to suit your needs. However, with the i500, we focused on intuitive use to enable you to get used to the scanner and the iScan software relatively quickly. After just a couple of dry runs, you should feel that you are getting used to the handpiece and the software. This is especially so if you have had prior experience with other intraoral scanners, and would hence need a minimal adjustment period before you can begin scanning.

The calibration process is essential in producing precise 3D models. It is recommended to perform the calibration process periodically.

– Calibration is required when:

The quality of the 3D model is not reliable or accurate as compared to previous results.
Environmental conditions such as temperature have changed.
Calibration period has expired.
You can set the calibration period as detailed in Menu > Settings > Calibration Period(Days). The default calibration period is 14 days.

– Precautions

The calibration panel is a delicate component. Do not touch the panel directly. When the calibration process is not performing properly, check the panel. If the calibration panel is contaminated, please contact Protec Dental Laboratories.

– How to calibrate the i500

  • Turn on the i500 and connect the device to the software.
  • Run Calibration Wizard from Menu > Settings > Calibration.
  • Prepare the calibration tool and the i500.
  • If the scanner tip is attached, please remove it from the handpiece.

How often should I calibrate the i500 scanner? 1

  • Turn the dial of the calibration tool to the position (1).

How often should I calibrate the i500 scanner? 2

  • Remove the cover from the calibration tool and put the i500 handpiece into the calibration tool.

How often should I calibrate the i500 scanner? 3

  • Click Next to start the calibration process.

How often should I calibrate the i500 scanner? 4

  • When the handpiece is mounted in the correct position, the system will automatically acquire the data at position(1).

How often should I calibrate the i500 scanner? 5

  • Repeat the same for position (2) to position (8) and finally, (LAST)

How often should I calibrate the i500 scanner? 6

  • When data acquisition is completed at the (LAST) position, the system will automatically calculate and show the calibration results.

How often should I calibrate the i500 scanner? 7

It depends on the case as well as the experience of the user who performs the scan. However, completing the scan within the average scan time listed below is easily achievable even for inexperienced users.

Full arch: 1 min/arch
Post-processing time: 1 ~ 2 min/arch

We advise following our recommended scan strategy and make sure that you stay within the optimal distance from the teeth to ensure that the scanner is capturing high-quality scan data. Even though the scanner works perfectly without the use of powder, you should make sure that saliva and blood in the mouth are removed before beginning the scan.

 – Optimal distance between the tip and the teeth

When scanning, it is recommended to maintain an optimal speed and distance between the scanner tip and the teeth.
In general, it is recommended to set the scan depth between 15mm and 17mm which allows you to acquire the necessary scan data comfortably for most cases. You can adjust the maximum distance of the scan depth between 12mm and 21mm by using the scan depth selector. To find out more about adjusting the scan depth, refer to the article: Adjusting scan depth

The live view will show some areas masked in blue when the fields are out of focus range, which means that the i500 is not able to capture the scanned images from those areas. To ease the scanning process, it is better to position the scanner tip close enough to the surface of the teeth at all times when scanning rather than trying to maintain a certain distance. However, you will need to be careful because scanning too close to the teeth may cause discomfort to your patient.

– Proper traveling speed of the tip

If the tip passes over the surface of the teeth too quickly, the scanner will lose the alignment, and you will need to move back to the previous position. On the other hand, if you move too slowly, it will increase the overall scan time. Through practice, you will be able to find the optimal speed to scan with the i500 which is comfortable for you.

The color of the rectangular box that appears during scanning indicates the status of the scanning process.
When scanning embrasures or metal prostheses, it is recommended to scan them a bit slower than the optimal speed.

* Trueness: the closeness between the average of several measurements of the same sample and the reference value

** Precision: the closeness between independent test values

Accuracy test in vitro was conducted by Yonsei University College of Dentistry according to the methods in “Accuracy comparison analysis on scan data of single tooth, quadrant, and full arch between two types of an intraoral scanner, i500 and Trios 3” by Ji-Man Park, 19 December 2018.
Accuracy test in vivo was conducted by Medit.

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34 East 2nd Avenue
Vancouver, BC
Canada, V5T 1B1
Tel: 604.637.1321
Toll Free: 800.663.5488
Fax: 604.428.4563


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