PIN Setup not working, Login Failures, and Sign-In Stuck in Unite 1.8.7.1 Due to System Names Containing Non-ASCII Characters

Identified Issues

Two distinct behaviors have been observed:

1. First-Time Setup on New Installations

When the ServerTokenStorage is not yet assigned, the software prompts the user to sign up with their account and set a PIN. After saving the PIN, the following error is logged in ExceptionLog, and the sign-up flow fails:

2025-01-08 11:20:43.626 -03:00 (17892:0036) [ERR] SigningCredentialsRenewal: Failed checking/refreshing user signing credentials System.Net.Http.HttpRequestException: Request headers must contain only ASCII characters.

This causes the following error and clicking “ok” just returns to the main screen to re-add the company.

2. After Updating from a Previous Version

On systems where Unite was functioning correctly before the update to 1.8.7.1:
  - The sign-in process gets stuck at 10%-11% after entering the PIN.
  - Resetting the ServerTokenStorage and TokenStorage, followed by a repair installation, prompts the user to log in again.
  - Though the new PIN appears to save, it does not work, and the software reports it as incorrect.

The same error as above is logged in the ExceptionLog, but no on-screen error is displayed.

Cause

This issue occurs due to the presence of non-ASCII characters (e.g., accented letters like Á, Ó) in the system’s name. Unite's underlying processes fail to handle these characters properly, resulting in login failures. The error specifically points to HTTP request headers requiring only ASCII characters:

System.Net.Http.HttpRequestException: Request headers must contain only ASCII characters.

Systems named with characters such as “PRÓIMPLAN” or “CONSULTÓRIOAGDA” have been identified as problematic.

Workaround

To resolve this issue, follow these steps:

1. Change the System Name to Use Only ASCII Characters

1. Open the Control Panel on the system.
2. Navigate to System > Advanced system settings.
3. Click on the Computer Name tab.
4. Select Change and rename the system to a name containing only standard ASCII characters (e.g., “SYSTEM” instead of “SYSTÉM”).
5. Restart the computer to apply the changes.

2. Reset Tokens and Repair Installation

1. Open File Explorer and navigate to the following directory:
   - C:\ProgramData\3Shape\DentalDesktop
2. Delete ServerTokenStorage and TokenStorage folders.
4. Perform a repair installation of Unite using the installer.

3. Log In and Set a New PIN

1. Launch Unite and log in with your 3Shape account.
2. Follow the prompts to set a new PIN.
3. Verify that the PIN works and that the software logs in successfully.

Do not forget to add the CRM Case number to the bug report: BM-6651.

Additional Information

- This issue has been reported primarily in the LATAM region (e.g., Brazil), where accented characters in system names are common. However, it may also affect systems in other regions with similar naming conventions (e.g., parts of Europe and Asia).
- The issue has been identified only in version 1.8.7.1.