Resolving Randomly Missing Orders in 3Shape Communicate Inbox

If some orders do not appear in the "3Shape Communicate Inbox" even though they are visible in the 3Shape Communicate Portal, the issue may be related to synchronization stability.

This article applies only to randomly missing orders. If no orders are received at all, the issue may have a different cause, such as:

• No internet connection.
• Firewall or antivirus blocking communication with the 3Shape Communicate server.
• Incorrect 3Shape Communicate account credentials configured in Dental System.

Affected versions: Primarily Dental System 2017–2019.

Resolution

It is recommended to upgrade to Dental System 2020 or later, where stability improvements were introduced for the 3Shape Communicate Inbox. Starting with Dental System 2020, the dedicated 3Shape Communicate service and its log file make it easier to identify synchronization issues and determine which orders are being downloaded.

If upgrading is not possible, or if some orders are still missing after upgrading, the missing cases can be downloaded using the 3Shape Communicate Advanced Download Tool.

Recommendations

The following recommendations may help reduce the likelihood of randomly missing orders.

• Ensure the internet connection is stable and provides sufficient bandwidth. A minimum speed of 5 Mbit/s is required, while 25 Mbit/s or higher is recommended.

Reduce the automatic synchronization interval to allow Dental System to check for new orders more frequently.

Step 1: Open "Dental System Control Panel".

Step 2: Go to "3Shape Communicate".

Step 3: Click "Configure" under "3Shape Communicate Integration".

Step 4: Open the "Advanced" section.

Step 5: Set a lower value for "Autocheck updates interval, seconds".

• Configure your antivirus software to exclude the following folders from scanning:
  • C:\ProgramData\3Shape\DentalSystem\3ShapeCommunicate
  • The folder specified as the "3Shape Communicate Inbox folder" in "Dental System Control Panel" > "3Shape Communicate".

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.