Resolving "Retrieving Orders Failed" in Dental System Communicate Inbox

If new orders do not appear in the "3Shape Communicate Inbox" and the following message is displayed in the upper-right corner of Dental System Communicate Inbox.

If new orders do not appear in the "3Shape Communicate Inbox" and the following message is displayed in the upper-right corner of the window, some orders stored in the local Communicate Inbox directory may not be compatible with the installed version of Dental System.

Error message: “Retrieving orders failed”

Affected versions: Potentially all Dental System versions.

Possible root cause: One or more orders stored in the local 3Shape Communicate Inbox directory are not valid for the installed Dental System version.

Resolution

Follow the steps below to verify the affected orders.

Step 1: Open the local 3Shape Communicate Inbox directory. By default, it is located at:

C:\3Shape\3ShapeCommunicate\Inbox

Step 2: Look for order folders that are not displayed in the "3Shape Communicate Inbox" in Dental Manager.

Step 3: Verify whether the scan files can be accessed from the identified order folders.

Step 4: If the issue persists after verifying the order data, contact 3Shape Support for further assistance.

Contact 3Shape Support if you have any further questions.
 
For full information on correct usage consult the official Safety and Setup Guide and the most current Manual.