TRIOS orders sent by Direct Connect do not appear in Ortho TRIOS inbox

Troubleshooting TRIOS Scan STL Export

TRIOS scan STL Export option blocks possibility to receive cases sent from TRIOS to Ortho System by Direct Connect, when using Trios classic. Cases will not appear in Ortho TRIOS Inbox.

In general, TRIOS scan STL Export option enabled on TRIOS Dongle allows to export scans from TRIOS directly to STL. So if the user has such possibility, it means that option is enabled.

There are 2 possible solutions:

1. Reseller should submit the written request to 3Shape Support at support@3shape.com (end user should contact Reseller) and request to remove TRIOS scan STL Export option from the Dongle. Dongle number must be specified in the email.
2. End user may use 3Shape Communicate as alternative way to send cases from TRIOS to Ortho System.

Further checks 

If TRIOS scan STL Export option is removed from Dongle but cases still do not appear in Ortho TRIOS Inbox or the customer uses 3DD, please check if Direct Connection setup is made correctly. Please follow the link to review TRIOS Ortho Setup Guideline.