Resolving orders sent to manufacturer in DS-2018 or later not appearing up on the FTP server

If an order is sent using the "Send to Manufacturer" option and the software reports that the transfer completed successfully, but the order does not appear on the manufacturer's FTP server, the manufacturer may be configured to receive orders through a different communication method.

Affected versions: Dental System 2018 and later.

Possible root cause: If both 3Shape Communicate and FTP Inbox are configured for the same manufacturer, Dental System always sends orders through 3Shape Communicate. This is the expected behavior.

Resolution

If you want to send orders through the manufacturer's FTP server, follow the steps below.

Step 1: Open "Dental System Control Panel".

Step 2: Go to "Site Settings" > "Manufacturers".

Step 3: Select the affected manufacturer.

Step 4: Verify that only the "FTP Inbox Settings" are configured for the manufacturer.

Step 5: Remove the 3Shape Communicate configuration for that manufacturer if orders should be transferred via FTP instead.

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.