[Medit Link/Medit Link Express] Case Order/Transfer Errors – Medit Help Center

Introduction

This guide helps you resolve different types of case order errors that occur when sending cases to a dental lab from Medit Link App. It covers transfer errors and solutions for Medit Link App for Windows, Medit Link Express, and the v3.x series.

Symptoms and Solutions

Transfer Failure with Error Code 400

When sending a case, error code 400 appears with the message “Failed to order. Please try again later.” and the order cannot be completed.

1. Try again after a short wait. If the issue is caused by a temporary server error, the case may transfer successfully after some time.
2. Check your internet connection. An unstable network connection may cause the order submission to fail.
3. Close and restart Medit Link App, then try sending the case again.
4. If the issue recurs, submit a support request.

Lab Order Form Conflict

An order is submitted using the standard order form even though a custom order form was selected, or the following message appears: “This lab uses a different form, and current selections will be cleared. To keep your current selections, duplicate this case.” This error occurs because custom order forms are not supported in Medit Link v3.4.12 or earlier, or in Medit Link Express.

Using a Lab-Defined Order Form

1. If you are using Medit Link v3.4.12 or earlier, update to the latest version and try placing the order again.
2. Custom order forms are currently unsupported in all versions of Medit Link Express. For now, use the standard order form to place your order. Support for custom order forms is planned for a future update; once that update is available, install it and try again.
3. If the issue persists, submit a support request.

Missing scan data

The order received by the lab contains no scan data, or some scan data is missing. As there may be various causes, follow the steps below.

1. Before sending the case, check that the scan files are properly attached.
2. Try sending the case again.
3. If the issue persists, submit a support request immediately.

Information to Include in Your Support Request

To help us investigate more quickly, please provide the following information:

The Medit Link version you are using
The name of the lab you are trying to place an order with
The symptoms and the step at which the issue occurs
A screenshot of the error message, if available