Issues with opening ScanIt Dental on Dental System client PCs

Dental System allows for a “server-client” type of installation in case the user wishes to use more than one PC as a workstation.

In a server-client installation, as a general rule, the server PC will be the one containing the Microsoft SQL database (this database contains all the information of the orders such as patient name, scans, designs, etc), as well as the 3Shape USB dongle (this USB device contains the “key” to the licenses of your software).

Note that these are the default installation settings, and the SQL database or dongle location can be customized by advanced users according to their needs.

The client PC(s) will not contain any database information, as they will simply access the information from the database in the server and reflect all the settings/preferences/materials/libraries/etc saved to the server.

In a server-client Dental System installation, ScanIt Dental may work correctly on the server PC but fail to start on one or more client PCs.

Common symptoms include:

• ScanIt Dental closes immediately after opening.
• ScanIt Dental becomes stuck during startup.
• Error message: "Dental Desktop application stopped working."
• Error message: "ScanIt Dental communication error."

Cause

This issue is typically caused by one of the following:

• The client installation was not performed using the installer generated from the server.
• The client PC cannot communicate with the server.
• A firewall or antivirus is blocking communication between the client and server.
• One or more required software components are missing on the client PC.

Resolution

Client installation was not created from the server installer

Verify that the client installation was performed using the installer generated from the server PC.

Follow the instructions in the "Performing a Dental System Server-Client Installation" article.

The client PC cannot communicate with the server

Verify that the client PC has network connectivity to the server.

Follow the troubleshooting steps in the "Dental System Client Installation Does Not Recognize the Server" article.

Firewall or antivirus is blocking communication

Ask your IT administrator to verify that firewall and antivirus software on both the server and client PCs are not blocking the required ports or IP addresses.

Follow the recommendations in the "How to set up the correct 3Shape Dental System Firewall rules" article.

Required software components are missing

Verify that the following components are installed on the client PC:

• Visual C++ Redistributable 2017
• SlimDX
• .NET Framework 4.6.1 or later
• Latest graphics card driver
• Latest Windows updates

If the Issue Persists

If ScanIt Dental still cannot be opened after completing the checks above, contact support@3shape.com.

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.