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Reduced FPS / low scanning speed for Artec Eva scanner

Updated 4 August 2025

Issue Description

 

Users may experience reduced frame rates (FPS) with Artec Eva or Artec (Space) Spider scanners following a Windows Update or Intel driver update. This performance degradation is frequently linked to changes in Windows memory allocation affecting scanner operation.

Laptops equipped with a USB 3.1 chipset are particularly susceptible. Issues you might encounter include:

  • Significantly lowered FPS during scanning.

  • Intermittent scanner disconnections or connectivity problems.

  • Inability to initiate scanning in "Geometry and Texture" mode.

  • UART errors recorded within Artec Studio log files

Example of the error message

UART.PNG

 

Solution 1: Replace tbbmalloc.dll (part of Intel’s oneTBB library, which manages memory allocation for parallel tasks.)

  1. Download the tbbmalloc_proxy.dll file  

  2. Extract the DLL to your Artec Studio installation folder:

    • Default path: C:\Program Files\Artec\Artec Studio XX Professional

  3. Restart your computer and test the scanner.

 

Solution 2: Use a special adapter. 

Note: this solution is only applicable if your computer is equipped with a Thunderbolt 3 port.

It is the most universal solution to restore FPS  we have tested: Artec USB Kit (we recommend it both for Artec Eva and Artec Space Spider)

 

 

Also we have tested Dock station with external power (perfectly works both with Artec Eva and Artec Spiders), HP and Dell Thunderbolt Dock stations were tested.

 

HP Thunderbolt Dock 120W G2 (universal for all notebooks)

 

mceclip1.pngmceclip0.png

 

Dell Dock station (universal for all notebooks))

mceclip4.png

 

 

If FPS Doesn’t Improve: Advanced Troubleshooting

- Verify Hardware Compatibility

  • Check minimum system requirements for your Artec Studio version

  • Update GPU drivers to a version released near your Artec Studio’s launch date (e.g., for Artec Studio 18, use a 2022-era driver).

- Free Up System Resources

  • Close all background apps (especially browsers, video players).

  • Temporarily disable anti-virus/security software (real-time scans consume resources).

- Optimize Windows Power Settings

  1. Press Windows Key, type Power Options > Open.

  2. Click Change advanced power settings.

  3. Set the following:

    • PCI Express > Link State Power Management > Plugged in: Off.
      (This minimizes latency and prevents stuttering during scans).

- Check USB Controller & Use a Hub (Critical for USB 3.0/3.1)

  • Identify your USB version:

    1. Open Device Manager > Select View > Devices by connection.

    2. Navigate to:
      ACPI x64-based PC > Microsoft ACPI-Compliant System > PCI Express Root Complex

    3. Check each USB Controller version (e.g., USB 3.0, 3.1, 3.2).

  • Solutions for USB Compatibility Issues:

    • USB 3.0/3.1 ports: Often cause instability with Eva/Space Spider.

    • Thunderbolt dock/hub recommended: Boosts power delivery and stabilizes connections.

      • ✅ Recommended Hubs:

        • HP Thunderbolt Dock 120W G2

        • Dell Thunderbolt Dock

        • Kanex Thunderbolt 3 to eSATA/USB Adapter

        • Artec USB Kit (official store)

    • No Thunderbolt? Try a powered USB 3.2 hub instead.

Additional Notes

  • Minimum-spec hardware will deliver suboptimal performance. Prioritize meeting recommended specs.

  • GPU driver conflicts are common. Roll back to older drivers if new versions cause issues.

  • Thunderbolt hubs often resolve USB 3.0/3.1 instability by providing consistent power/data transmission.

For further assistance, contact Artec Support.

 

 Please begin by verifying which USB controller(s) your laptop is equipped with. This information can be consulted in the Windows Device Manager, Universal Serial Bus controllers section. 

 

Laptops with multiple USB controllers

usb01.png

Pictured above is a laptop equipped with two separate USB controllers (USB 3.0 and USB 3.1). Additionally, there are two USB 3.0 root hubs.
If your PC has at least one USB 3.0 controller available, you need to find out which USB port this 3.0 controller is linked to. Connecting your scanner to this specific USB 3.0 port will resolve the issues and no further action will be necessary.

 

Laptops with USB 3.1 controllers

usb01_-_Copy.png

Pictured above is a laptop equipped with a USB 3.1 controller only. No USB 3.0 controller is available. The USB 3.0 root hubs (ports) do not count, since all USB traffic is still being routed through the main USB 3.1 host controller. In case your machine is equipped with a USB 3.1 controller only (or multiple USB 3.1 controllers), you can increase your Eva/Spider scanner's performance by using the Kanex adapter. Please proceed as follows:

  1. Verify that your laptop has a Thunderbolt 3 port available.
    • Thunderbolt 3 and USB-C ports are not the same.
    • A Thunderbolt 3 port can be identified by the "lightning" symbol:tb.png
    •  if you are unsure whether your laptop is equipped with a Thunderbolt 3 port, please consult your laptop manufacturer.
  2. Obtain the Kanex Thunderbolt 3 to eSATA and USB adapter, manufacturer part number: K170-1118-BK6I
    • the Kanex adapter connects to your laptop via the Thunderbolt 3 interface. It has its own Intel USB controller and bypasses your laptop's built-in USB 3.1 controllers which are inhibiting the scanner's performance.
    • using simple USB-C to USB 3.0 adapters will not work. 
    • Thunderbolt 3 to USB adapters similar to the Kanex adapter are available from other manufacturers. Some of them were reported as working by Artec users, but we have not had a chance to extensively test them ourselves.
  3. Connect the Kanex adapter to a Thunderbolt 3 port on your laptop (a message may pop up requesting you to approve the newly connected Thunderbolt device). Next, connect the USB cable from your scanner into the adapter's USB port.
    • once connected, the Kanex adapter should appear as an additional USB controller in the Windows Device Manager
    • on certain models of HP Laptops (e.g. HP ZBook G5), a BIOS setting needs to be altered in order for the Thunderbolt 3 adapter to work properly. In the BIOS Advanced settings, the Thunderbolt PCIe Hot plug Mode should be set to Native or Native + Low power.
    • do not unplug the adapter from the laptop or the scanner from the adapter while the scanner is in operation. If you accidentally do so, a full system reboot might be necessary in order to continue using the scanner.

 

 

In case you experience any issues with your Artec 3D scanner or require technical assistance with your device or Artec Studio, in the first instance please contact your local Artec dealer/distributor directly. You can also contact the Artec Support Team by clicking on "Submit a request" button on the bottom right part of the screen or by emailing support@artec3d.com

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