Resolving Dental System-Unite workflow issue

Integrated workflow mode problem after upgrading Unite 

Problem description

If you use workflows between 3Shape Unite and Dental System in the co-called integrated mode and each software is connected to a different 3Shape Account companies, you may experience an issue after upgrading Unite to the version 24.1 or later. Some examples of possible common symptoms can look like the following below.

• Blank screen when starting the workflow:

• Repeated prompt to sign in:

This issue occurs because the two applications rely on different company accounts, which causes conflicts during license validation.

Possible workarounds which can help you solving the problem

1.Use the Same 3Shape Account company in both Dental System and Unite (recommended).
If you don’t need to keep two separate 3Shape Account companies for your software and it was like a followed recommendation for you to be able to send cases to yourself between Unite and Dental system, the simplest solution is to connect one shared company account to both Unite and Dental System.

Key points:

• This single account will store all your licenses and patient/scanning data.
• In most cases, this is the account you are already using to sign in to Unite.
• Use the same pair of credentials (email and password) adding one more account to Dental System. For some tips and tricks on how to do that refer to the knowledge base article.

2.Update Dental System to version 2025 and migrate your license to the cloud. 
If this update is available for you, make sure you install it on all your Dental system devices. You will not only get the benefits of moving and keeping you your licenses in the cloud, but also resolving the integrated workflow issue mentioned above. 

3.Install all latest Unite updates to get the in-software guided help 
*available starting from Unite version 1.8.16 
With the latest Unite updates installed when starting an integrated workflow, Unite will prompt you to sign in with the 3Shape Account company that holds the required licenses. In most cases, this is the same account you previously used to sign in to Unite.
Simply click Continue and follow the on screen guidance. If you sign in with an account that does not hold the required licenses, the software will notify you.

Note:
This solution gives you a 10 day temporary access period during which your workflow will continue to function. After 10 days, you will be asked to sign in again.
 

Recommendations for a better long‑term experience

• Always keep both Dental System and Unite updated to the latest available versions.
• Whenever possible, use one 3Shape Account company across all devices and software. This simplifies license management, data access, and internal workflows.
• If you wish to merge two company accounts or need an additional assistance, please contact 3Shape Support.