This article explains how to troubleshoot when a case cannot be submitted to the 3Shape Design Service Platform.
You may experience one of the following when attempting to submit a case:
The "Send All Cases" button is grayed out and cannot be selected.
The "Send All Cases" button can be selected, but the order submission page freezes during the upload process.
Cause:
If all required fields on the order submission page have been completed, the issue may occur when a case with the same file name already exists on your Design Service Account.
When the platform detects a duplicate file name, it may attempt to associate the uploaded files with the existing case.
Important! As of September 18, 2026, new initial scans can no longer be added to an existing designed case. As a result, the submission may be blocked, and the case cannot be sent for design.
How to Confirm the Issue?
To determine if an existing case has the same file name:
1. Copy the file name of the case you are trying to submit.
2. Log in to your Design Service Platform account.
3. Locate the search bar in the upper-right corner of the page.
4. Paste the file name into the search field and perform a search.
If a case appears in the search results, a case with the same file name already exists on the platform. This may be preventing the case from being submitted successfully.
Resolution:
To submit the case successfully, you must use a unique file name. The steps depend on how the case is being submitted.
Option 1: If the case is being submitted from 3Shape Dental Manager:
1. Open the case in Dental Manager.
2. Create a Standard Copy of the case.
3. Submit the copied case to the Design Service Platform using the Design Service integration.
The copied case will have a different file name, allowing the submission to proceed.
Option 2: Cases Submitted via Drag-and-Drop
1. Locate the ZIP file you intend to upload.
2. Rename the ZIP file using a unique file name.
3. Upload the renamed file to the Design Service Platform. The case should now be submitted successfully.
To help prevent this issue in the future, make sure each case is submitted using a unique file name.
Note: If you need to add new scans to a case that has been placed on hold, please refer to the following article: https://support.fullcontour.com/hc/en-us/articles/360059362511-How-to-upload-additional-files-and-new-scans-into-an-existing-case
If you have any questions, our Customer Support team is here to help!
Email: designservices@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!