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Cloud Storage & Synchronization Issues in Unite?

If your cases aren't syncing correctly between devices, Cloud Storage, or Local Storage, this article covers the most common causes and how to resolve them.

Symptoms

You may be experiencing this issue if you see:

  • "A newer version of this case may be available."
  • "Reconnect to cloud storage."
  • "Connection to cloud storage lost."
  • "Case data cannot be synced."
  • "Reconnect to local storage to resolve the conflict on this case."
  • "We found conflicting versions of this case."
  • Cases stuck in a syncing state indefinitely
  • Cases that appear on one workstation but not another
  • Cases that disappeared after a migration or software update
  • Cases that won't open after syncing
  • Cloud Storage appearing unavailable
  • Inconsistent syncing between multiple devices
Before You Start

It helps to know the following before troubleshooting:

  • Is this affecting one case or multiple cases?
  • Is it happening on a single workstation or several?
  • Are you using Cloud Storage, Local Storage, or both?
  • Did the issue start after an update, migration, password change, or new device?
  • Are you seeing any active sync conflict messages?
  • Can you successfully access https://unite.3shape.com?
  • Is your internet connection stable and meeting the minimum requirements?
  • Does this affect only older cases, or new ones too?
  • Have you recently enabled or disabled Cloud Storage or Local Storage?
How to Fix It

1. Check Your Storage Settings

  • Open Unite Settings.
  • Confirm Cloud Storage is enabled.
  • Confirm Local Storage is enabled if your workflow requires it.
  • Confirm you're signed in with the correct 3Shape account.
  • Verify storage services show as online.

2. Check Your Cloud Connection

  • Confirm you can access Unite Cloud from a web browser.
  • Run the network performance test if available.
  • Verify your internet connection.
  • Confirm your upload speed meets the minimum requirements.
  • Check for firewall, proxy, or security software restrictions.

3. Resolve a Sync Conflict

If you see a conflict-related message:

  • Open the affected case.
  • Select the conflict resolution option.
  • Review the available versions.
  • Choose the latest valid version.
  • Confirm the case opens correctly afterward.

4. Refresh Cloud Services

  • Fully close Unite.
  • Restart all 3Shape-related services.
  • Launch Unite again.
  • Allow synchronization to complete.
  • Check whether the affected case now appears normally.

5. Refresh Your User Profile

  • Open User Settings.
  • Refresh your user profile.
  • Sign out and back in if needed.
  • Confirm your profile is syncing correctly with your cloud account.

6. Recover a Missing Case

If a specific case can't be recovered:

  • Check whether another copy of the case exists.
  • Check whether it exists on another workstation.
  • Import any available scan streams into a new case.
  • Recover data from local storage if available.
  • Confirm sync status once recovery is complete.

7. After a Migration or New Computer

  • Confirm the migration completed successfully.
  • Confirm all historical cases finished syncing before decommissioning the old computer.
  • Confirm the old workstation fully completed cloud synchronization.
  • Confirm both workstations are running compatible software versions.

8. Network Troubleshooting

If sync remains unstable:

  • Test using a mobile hotspot.
  • Temporarily bypass local network restrictions, where permitted.
  • Check your firewall rules.
  • Check DNS resolution.
  • Review any ISP-related restrictions.
  • Confirm required 3Shape services are reachable.
Common Causes
  • Cloud sync conflicts
  • Local Storage disabled
  • Cloud Storage disabled
  • Corrupted case metadata
  • Sync interrupted during upload
  • Incomplete migration to a new workstation
  • Network restrictions blocking communication with 3Shape services
  • Insufficient upload speed
  • Storage services not properly synced
  • Incorrect storage configuration after a software update
Quick Checklist
  • Enable Cloud Storage and Local Storage correctly
  • Refresh your user account
  • Restart Unite and 3Shape services
  • Resolve sync conflicts using the latest available version
  • Re-establish sync between devices
  • Reimport scan streams into a new case if needed
  • Complete pending software updates
  • Correct any network restrictions affecting cloud connectivity
  • Confirm migration status before retiring an old device

Tip: Most sync issues come down to disabled storage services, an interrupted sync cycle, or a network restriction blocking communication with 3Shape's cloud services. Checking these first will resolve most cases.

Still Need Help?

If the issue continues after trying the steps above, please contact our support team. To help us resolve it faster, have the following ready:

  • The affected Case ID(s)
  • The affected workstation name(s)
  • Your Unite and TRIOS versions
  • Screenshots of any error messages
  • Your current Cloud Storage and Local Storage status
  • Results of an internet speed test
  • A summary of the steps you've already tried