Troubleshooting Download Issues

Tips to solve common issues when downloading STL files or other results from DentalTwin.

1. Check Case Status

  • Files can only be downloaded if the case is marked Done.
  • “Done” means a DentalTwin technician has reviewed and approved the AI-generated result.

2. Confirm Payment or Free Case Unlock

  • You must Pay Now using credits or click Unlock Free Case before downloads are enabled.
  • After unlocking, the Download STL button will appear.

3. Browser Settings

  • Use a supported browser (Google Chrome recommended).
  • Disable pop-up blockers for the DentalTwin portal — downloads may open in a new window.
  • Ensure your browser allows file downloads from secure (HTTPS) sites.

4. Internet Connection

  • Large STL files require a stable connection.
  • Avoid switching networks (Wi-Fi to mobile) during download.

5. Check Your Device’s Storage

  • Ensure there is enough space on your device to save the file.
  • If you’re on a network drive, check that it’s connected.

6. Try Again or Use a Different Browser

  • Sometimes a temporary glitch can interrupt a download — try again.
  • If the issue persists, switch to another supported browser.

7. Server or Maintenance Status

  • If downloads fail repeatedly for all cases, DentalTwin’s servers may be under maintenance.
  • Check support announcements or contact our team.

Need Help?

If you still can’t download your files, contact DentalTwin Support or use the live chat on our website. Please provide:

  • Your case name/ID
  • The browser and device you’re using
  • A description of the problem (and any error messages)
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