A 3shape Communicate account cannot be authenticated for segmentation service! and/or A cloud authentication error occurred (You must be logged in with a communicate account)

Encountering error messages during scan generation

When you are trying to generate a scan by using Trios Treatment Simulator, the following error message might appear interrupting the auto-segmentation step

Or A cloud authentication error occurred (You must be logged in with a communicate account).

This issue is caused by a missing or misconfigured 3shape communicate account on your Dental Desktop/3shape UNITE settings as the license treatment simulator is a cloud-based app that requires an active connection with communicate to work properly. 

Resolution steps

To resolve the issue please follow the steps below: 

  1. Check if the 3shape communicate account is configured correctly by clicking on More > Settings > General > Users.
  2. Try synchronizing your account by clicking on test. More info: How to synchronize Dental Desktop 3shape UNITE with Communicate.
  3. If step 2 doesn't work try removing the credentials of the communicate account from the Trios user, closing the application, and re-configuring the credentials Once it is back up. 
  4. Create a copy of the order and try using Trios Treatment Simulator again. 

If the issue persists, please click on reset password by clicking on Go to More - Settings - General - Users in Dental Desktop/3shape UNITE, follow the wizard on 3shape communicate account, save changes, test again, and try to generate the case one more time.

Multiple users

If you have multiple users, try with them as well to see if the same workaround needs to be applied to the other user. You can do this process by logging out and logging in again with a different account.

If the issue persists after doing so please contact 3shape support for further troubleshooting. 

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