Dexis sensor repair: a Sodium Dental technician opening a Dexis sensor housing

Dexis Sensor Repair

PlatinumTitaniumIXSClassicErgo

We were the first company to repair Dexis sensors, and we’ve done Dexis sensor repair on our own bench ever since. Send us yours and we’ll tell you exactly what’s wrong, for free, before anyone picks up a soldering iron.

A new Dexis can run $8,000 or more. Our repairs cost a fraction of that.

Every Dexis, Old and New

Dexis has made a few generations of sensors, and they don’t all come apart the same way. Here’s how they line up, and what changes for your repair.

The originals

Classic and Ergo

The early Dexis sensors, plus the DexUSB box and the old PCMCIA card they plug into. Still repairable, and still worth sending in.

The workhorse

Dexis Platinum

Cable, connector and housing work, tested in DEXIS imaging software before it ships.

Protection Plan eligible

The successor

Dexis Titanium

The Platinum’s successor. Cables still get rolled over and pinched, and housings still crack. Same repair, same testing.

Protection Plan eligible

The newest

Dexis IXS

Launched as the KaVo IXS in 2020, built on the Gendex sensor line, and renamed DEXIS IXS in 2022. Either name on the box is the same sensor.

What We Fix on a Dexis

  • Full cable replacement. The whole cable, never a splice. Our cable runs slightly thicker wire than the original. Here’s why that matters.
  • New connectors on every cable we replace.
  • Cracked housings, repaired.
  • Interface boxes: DexUSB and the PCMCIA card.

Every Dexis we repair is tested in DEXIS imaging software and goes through our final testing, including a full-mouth series, before it ships back to you.

Sending it in

Fill out the repair form and ship it to our Ann Arbor repair facility, or order a Dexis shipping kit and we’ll send you the box. Estimate within 48 hours of arrival. Nothing gets touched until you approve it.

In a hurry? Choose express repair, or rent a 30-day loaner sensor while yours is on our bench.

Dexis Errors We See on the Bench

Most Dexis errors are a symptom, not a diagnosis. The same message can come from a bad USB port, a missing file or a dead sensor. Tap an error to see what it usually means and what to try before you ship anything. Our sensor troubleshooting guide covers the rest.

DEXIS can’t talk to the sensor. Plug it straight into the computer with no extension cable or unpowered hub, and try a second port. A powered USB hub fixes more of these than you’d think. If the error follows the sensor to another computer, the sensor is the problem.

DEXIS logs this as no sensor attached. Same checks: direct to the computer, different ports, a second computer. We wrote a whole post on Dexis error 70.

DEXIS logs this as detector current too high. Pull any extension cables and try other ports, front and back. If it keeps coming back, it’s usually the sensor.

These mean the sensor’s dark image reading is too high or too low. That points at the sensor itself, not your computer. Send it in for a free evaluation.

Usually the wrong correction files for that sensor. Every Dexis needs the files matched to its own serial number. If yours are missing, see our calibration file retrieval service.

The correction files for that serial number are missing, or the driver didn’t see the sensor when Windows started. Reboot with the sensor plugged in, then check the files. Some Platinums do this even with the right files, and I still can’t tell you why. More on that in why x-ray sensors break.

Could be the sensor, the interface box, the tube head or the computer. Our post on the Dexis white image problem walks through how to tell which.

Dentists search for these numbers all the time. We don’t have a confident answer for every one, and the number alone won’t tell you if the sensor can be fixed. Call us with the number and what the sensor is doing, or send it in and we’ll find out.

Covered After the Repair

Dexis Platinum and Titanium

Instead of the standard warranty, you get 30 days of our Protection Plan. It covers drops and accidents with no deductible, and you can keep it going after the 30 days.

IXS, Classic and Ergo

A 30-day warranty comes standard, with the option to extend to a 1-year repair warranty. We only charge for a repair once it’s done, and if a sensor can’t be repaired, you only pay return shipping if you want it back.

Before You Send Your Dexis Anywhere

Sure, plenty of companies will tell you they repair Dexis sensors. Some of them don’t do the work themselves. They take your sensor in and send it to somebody else. So ask, and get the answers in an email:

  1. Will your own employee do the repair?
  2. How many Dexis repairs has that technician done?
  3. Do you replace the whole cable, or splice it?
  4. Do you test it in DEXIS software before it ships?

A repair done wrong can ruin a sensor that could have been saved. We go into each of these in our post on choosing a Dexis repair company.

If Your Dexis Isn’t Worth Fixing

Some sensors are past saving, and we’ll tell you if yours is. When that happens, a pre-owned Dexis off the same bench costs a fraction of a new one. Each one is bench tested with 36 test x-rays, comes with our Protection Plan, and has 15 days to swap it if something isn’t right.

Dexis Acting Up?

If your Dexis is throwing a hardware error, not showing up in your software, taking blank or honeycomb images, or dropping out mid-series, send it to us. The evaluation is free and you’ll have an estimate within 48 hours!

You can also talk to us on our online chat or email sales@sodiumdental.com.