Troubleshooting: Dexis 9

Common Dexis 9 Issues

Below are common issues encountered when using a MouthWatch intraoral camera with Dexis 9, along with recommended solutions.

Issue 1 – Button Works but Preview Window Freezes

If the capture button works but the preview window freezes and does not return to live video, verify that the correct Dexis mode is selected in MouthWatch Capture.

• Right-click the MouthWatch Capture icon and confirm Dexis 9 is selected.
• If you are using an older version of MouthWatch Capture, ensure Dexis 9 is selected instead of Dexis 10.

Issue 2 – Camera Window Opens Blank and Random Image Appears After Capture

This usually indicates that the DEXImage setting is still set to Simulation.

• Open the Dexis Administration page by clicking the wrench icon in the top-right corner.
• Select the DEXImage tab.
• Under Video Hardware, select WDM 640x480, or 1920x1080 for Plus+ cameras.

Issue 3 – Camera Shows Blank or Black Window but Image Appears After Capture

This condition can typically be resolved by running the White Screen Fix included with MouthWatch Capture.

Navigate to:
This PC > C: > Program Files (x86) > MouthWatch Capture > Files > Dentrix Image Fixes

Double-click Whitescreenfix_x64 to run the fix.

For detailed instructions, see: Live Video Not Displaying 

Issue 4 – Camera Window Will Not Open

Open the DEXImage settings as described above and temporarily select Simulation under Video Hardware.

• Click Done.
• Open the camera window (it will appear blank).
• Return to DEXImage settings and change Video Hardware back to 640x480.

Issue 5 – Dexis Registration Expired

If you receive a registration or licensing popup and cannot open the camera, your DEXImage license may be expired.

Follow the instructions in the popup message to contact Dexis and renew your DEXImage license.

Need Additional Help?

If you are still experiencing issues with Dexis 9, our support team is happy to assist.

📧 support@mouthwatch.com
💬 Live Chat: Mon–Fri, 9am–5pm ET
📞 877-544-4342 (Mon–Fri, 9am–5pm ET)