Issues with opening ScanIt Dental on Dental System client PCs

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.

Some of the server-client installations may experience issues with opening ScanIt Dental on client PCs, while the server PC itself has no issues with opening the program. 

Most frequent symptoms:

• ScanIt Dental closes immediately after opening on client PC;
• ScanIt Dental is stuck while opening;
• Error message: "Dental Desktop application stopped working";
• Error message: "Scanit Dental communication error".

Potential root causes: 

• The client installation was not performed using Dental System installer generated from the server PC

Solution: Verify the installation was performed following the steps from the article “How to perform Dental System Server-Client installation”

• The client PC has no network connection to the server PC 

Solution: Follow the steps from the article “Dental system client installation does not recognize the Server”

• There is a firewall or antivirus blocking the connection on either the server or client side.

Solution: Consult with your IT provider and ask them to verify the firewall and antivirus configuration is not blocking any of the ports or IP addresses listed in “How to set up the correct 3Shape Dental System Firewall rules” in BOTH server and client PCs.

Additionally, check if the following components are installed on client PC:

• Visual Studio C++ redistributable 2017;
• SlimDX;
• .NET framework 4.6.1 or later;
• Latest graphics card driver.
• Latest Windows updates

If the issue persists, please contact 3shape support at support@3shape.com or via your local 3Shape phone hotline.