Resolving Missing Scans in TRIOS Orders Received in 3Shape Communicate Inbox

If a TRIOS order received in the "3Shape Communicate Inbox" is missing one or more scans, the cause depends on whether the scans are available in the 3Shape Communicate Portal.

Affected versions: Potentially all Dental System versions.

Resolution

Missing scans are available in the 3Shape Communicate Portal

If all scans are available in the 3Shape Communicate Portal, follow the steps below.

Step 1: Open the order in the 3Shape Communicate Portal and verify that all expected scans are present.

Step 2: Check whether the missing scan is listed in the printable order form.

Step 3: Browse to the downloaded order folder and verify that the missing scan exists in the "Scans" folder.

Step 4: Import the affected order into an internal Dental System installation to verify whether the issue can be reproduced.

Missing scans are not available in the 3Shape Communicate Portal

If the missing scans are not present in the 3Shape Communicate Portal, follow the steps below.

Step 1: Ask the clinic to create a copy of the order and send it again.

Step 2: If the issue persists, ask the TRIOS Software team to investigate the clinic workflow and verify that the order is being created and sent correctly.

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.