Symptoms and scope
Use this guide when a TRIOS order arrives in Dental System but one or more expected scans are unavailable. It is different from a missing export command, a mesh that fails to open or a clinically insufficient scan. First identify the missing record by role and the task it blocks.
Keep the original order and its reference. Use authorized access for inspecting case records; general help notes should contain product, version and record roles rather than patient information. Do not post order screenshots or scan files to the help hub.
Vendor-documented decision branch
3Shape separates this issue according to whether the expected scans exist in the Communicate Portal. When present there, its article checks the printable order form, the downloaded Scans folder and reproduction in an internal Dental System installation. When absent there, it directs the clinic to copy and resend the order, with TRIOS workflow investigation if the problem continues.
These are documented support directions, not a recovery tested on Pristine’s setup. Do not create a new clinical scan or relabel another record merely to make the local order appear complete.
Diagnostic sequence
- Record the receiving version, order reference and missing record role without including identifiers in a general note.
- With authorized access, check whether the expected record exists in the source portal order.
- For a portal-present record, compare the order-form listing and downloaded folder; request administrator-led reproduction if unresolved.
- For a portal-absent record, ask the clinic to follow the vendor-supported resend route; reconcile the replacement order with the original.
- After retrieval, check the actual receiving task and revision before returning the case to review.
Use a location-of-loss worksheet
| Checkpoint | Observation to record | Decision owner |
|---|---|---|
| Portal order | Expected scan present or absent | Authorized clinic/lab user |
| Order form | Expected role listed or absent | Submitting team |
| Downloaded folder | Corresponding scan file present or absent | Receiving administrator |
| Receiving task | Record loads and serves intended role | Responsible reviewer |
Illustrative note: “The expected opposing scan is present in the portal but not in the downloaded folder; the receiving case remains held.” This describes an observation, not a confirmed root cause. A replacement package should identify what it supersedes.
Limitations and Louie validation
Louie should validate the branch using authorized training orders in the actual installation. Record exact versions, observed file locations and the approved recovery. Local behavior and any fix remain unverified.
Recovery of a file does not establish that its relationship, quality or clinical content is adequate. Keep record completeness, technical review and release as separate checkpoints. Escalate unexplained discrepancies to official support rather than experimenting with active patient orders.
Source notes
Primary documentation checked October 6, 2026. Software details describe the cited product documentation; the handoff frameworks and illustrative examples are original editorial guidance. Confirm current version and account requirements with the publisher.
Prepared by Pristine Dental Design · October 6, 2026. Guidance for professional case communication and review. Actual prescriptions, manufacturer requirements and receiving-team approvals govern design and production.