[OBSOLETE] Internal: "Sending failed. The email or password you provided is incorrect" in TRIOS
09/11/2023Please note this article is outdated. Since world-deployed Unite 24.1, the check of 3Shape Account credentials is done during sign-in, so there is no opportunity to log in if the credentials are incorrect.
The following error messages may appear during case sending or when trying to login with the Communicate credentials on the User settings page.
This error appears if the password has been changed in the Communicate portal but not updated in the software settings. It can also appear due to an incorrect login or password.
Solution for Unite
Step 1: Go to More > Settings > General > Users. Select the operator that is currently logged in.
Step 2: In 3Shape Communicate account section, check that login is filled in correctly, reinsert the password and press Test.
Step 3: If the following Connection failed message pops up, click OK and check the login and password again.
Step 4: If no errors pop-up, go back to Patients / Cases tab and click Yes to save the settings.
Solution for TRIOS Classic application
Step 1: Go to Settings > Lab Connections and click the Configure Communicate button.
Step 2: Check that login is filled in correctly, re-insert the password and press Test settings button.
- If the following Error pops up, click OK and check the login and password again.
- Message Connection succeeded will pop-up if all settings are correct. Click OK.
- Click OK again in Configure Communicate window, Connection succeeded will pop up again - click OK to proceed.
After the above steps are performed, try to resend the order.
Contact 3Shape Support if you have further questions.
For full information on correct usage please consult the official Safety and Setup Guide and the most current Manual.