In this article, we will review that some customers may experience issues when uploading crown cases. This typically occurs when only STL files are submitted without the proper order format.
A 3Shape or Exocad order is a digital dental prescription file used in CAD/CAM workflows. It includes patient scan data along with detailed instructions for the requested restorations, such as crowns, bridges, or implants, specifying design parameters, shade, and material requirements, etc.
Solution:
The case needs to be resubmitted using a supported order format. Please ensure the customer sends the case using one of the following:
- 3Shape Dental Manager (2016 or newer)
- Exocad
- Scans from Medit, Shining3D or ZirkonZahn
Submitting the case in the correct format will allow the system to process the order properly.
In the attached image, you can see the error that occurs when the order is not submitted in the correct format.
If you have any questions, our Customer Support team is here to help!
Email: automate@3shape.com
Phone: +1 602-688-4133
Live Chat: Available Monday – Friday, 7:00 AM – 3:00 PM (MST)
International Support: +44 159-572-8586, Monday – Friday, 9:00 AM – 6:00 PM (CET)
We’re happy to assist you with any questions or concerns!