3 Shape Communicate scans disappear

[Beldent Inc.]

Hello,
we receive scans from some dentists on 3 shape communicate.
When we accept them and try to create a model, sometimes the stl disappear and we cannot do the case anymore.
Does someone has this issue? Do you guys know how to re-download the case?
We checked on 3shape communicate portal but I can see them but can only download .jpg of the upper- lower archs -_-

We've been duplicating the case before creating the models, but today something went wrong and now even the copy lost the lower arch stl.
It's a little bit annoying to contact the clinic to have them resend the case again .

Maybe we're doing something wrong tho.
Thank you

 

[DaveId]

You never have to have them resend the cases. If you go to the portal, the address bar will show you the case ID number, go into your 3Shape Communicate Inbox - hit the "Advanced Download" button. Copy/paste the whole order ID - here is an example with the actual case obscured "https://portal.3shapecommunicate.com/cases/CASEIDWILLBEHERE?display=comments" and select "Receive" give it some time to work the case, and it will be back in your inbox. Now, when importing the case, a pop up might show that says something along the lines of "Do you want to reimport scans", say no. If you still have trouble, right click, select "Advanced" & "Explore" on the order without importing it and browse to the scans.

 

[Beldent Inc.]

You never have to have them resend the cases. If you go to the portal, the address bar will show you the case ID number, go into your 3Shape Communicate Inbox - hit the "Advanced Download" button. Copy/paste the whole order ID - here is an example with the actual case obscured "https://portal.3shapecommunicate.com/cases/CASEIDWILLBEHERE?display=comments" and select "Receive" give it some time to work the case, and it will be back in your inbox. Now, when importing the case, a pop up might show that says something along the lines of "Do you want to reimport scans", say no. If you still have trouble, right click, select "Advanced" & "Explore" on the order without importing it and browse to the scans.

Hello,
wowwww thank you so muchhhhhh for this! We had no clue!!!
It worked

Big thank you !