Centro assistenza

Troubleshooting Common Issues

Having trouble? This guide covers solutions to the most common issues GuideLab users encounter, from login problems to case sync errors.

Running into issues? Don’t worry—most problems have quick solutions. This guide covers the most common issues and how to resolve them.

Login and Account Issues

Can’t Log In

Check your credentials:

  • Verify you’re using the correct email address
  • Passwords are case-sensitive
  • Try copying and pasting your password to avoid typos

Reset your password:

  1. Click “Forgot Password” on the login page
  2. Enter your email address
  3. Check your inbox (and spam folder) for the reset link
  4. Create a new password

Account locked: After 5 failed login attempts, accounts are temporarily locked. Wait 15 minutes or contact support for immediate assistance.

Not Receiving Emails

If you’re not receiving GuideLab emails:

  1. Check your spam/junk folder
  2. Add support@guidelab.co to your contacts
  3. Verify your email address in Settings → Profile
  4. Check with your IT team—some corporate filters block automated emails

Two-Factor Authentication Issues

If you’ve lost access to your 2FA device:

  1. Use one of your backup codes (provided during setup)
  2. Contact support with proof of identity to reset 2FA

Case and Order Issues

Cases Not Appearing in Inbox

Check your filters:

  • Clear any active filters on the case list
  • Ensure you’re viewing “All Cases” not a specific status

For scanner-submitted cases:

  • Verify the integration is connected (Settings → Integrations)
  • Check the clinic sent the case to your lab
  • Allow 5 minutes for sync delays

For clinic portal submissions:

  • Confirm the clinic has completed and submitted the case
  • Check the case isn’t stuck in “Draft” status on their end

Can’t Edit a Case

Cases become read-only once they reach certain statuses. If you need to make changes:

  • In Production or later: Add a note instead of editing
  • Need to change prescription: Create a new version of the case
  • Billing issues: Adjustments can still be made in the Financials tab

Attachments Won’t Upload

Check file requirements:

  • Maximum file size: 500MB per file
  • Supported formats: STL, PLY, OBJ, DCM, PNG, JPG, PDF
  • Try compressing large files before uploading

Browser issues:

  • Clear your browser cache
  • Try a different browser (Chrome recommended)
  • Disable browser extensions that might interfere

Case Status Won’t Update

If the status button isn’t responding:

  1. Refresh the page
  2. Check if another user is editing the case
  3. Verify you have permission to change status
  4. Clear browser cache and try again

Integration Issues

Scanner Cases Not Syncing

  1. Go to Settings → Integrations
  2. Check the integration status shows “Connected”
  3. If disconnected, click “Reconnect” and re-enter credentials
  4. Contact support if the issue persists

CAD Software Not Connecting

exocad issues:

  • Verify the GuideLab plugin is installed correctly
  • Check your API key is valid
  • Restart exocad after making changes

3Shape issues:

  • Ensure 3Shape Dental System is updated
  • Verify your Communicate account is linked
  • Check firewall settings aren’t blocking the connection

Shipping Labels Won’t Print

  1. Verify your carrier account is connected
  2. Check the shipping address is complete
  3. Ensure package dimensions are set
  4. Try generating the label in a different browser

Performance Issues

GuideLab Running Slowly

Browser fixes:

  • Clear cache and cookies
  • Close unnecessary tabs
  • Update your browser to the latest version
  • Try Chrome or Firefox if using another browser

System requirements:

  • Minimum: 4GB RAM, modern browser
  • Recommended: 8GB RAM, SSD storage
  • Stable internet connection (10+ Mbps)

Pages Not Loading

  1. Check your internet connection
  2. Try refreshing the page (Ctrl/Cmd + Shift + R for hard refresh)
  3. Clear browser cache
  4. Check status.guidelab.co for any service issues

Search Not Finding Results

  • Verify your search terms are spelled correctly
  • Try broader search terms
  • Clear filters that might be limiting results
  • Allow a few minutes for new cases to be indexed

Mobile App Issues

App Crashing

  1. Force close and reopen the app
  2. Check for app updates in App Store/Google Play
  3. Restart your device
  4. Uninstall and reinstall if issues continue

Can’t Take Photos

  • Verify the app has camera permissions
  • Check your device has available storage
  • Restart the app and try again

Offline Mode Not Working

Offline mode requires:

  • Initial sync while connected
  • Sufficient device storage
  • Recent app version

Billing Issues

Invoice Questions

  • View invoices in Settings → Billing → Invoice History
  • Download PDF copies for your records
  • Contact support for billing disputes

Payment Failed

  1. Verify your payment method is current
  2. Check for sufficient funds or credit limit
  3. Update card details in Settings → Billing
  4. Contact your bank if the card is being declined

Getting More Help

If these solutions don’t resolve your issue:

Live Support:

  • In-app chat: Click the help icon (bottom right)
  • Available Monday-Friday, 9 AM - 6 PM ET

Email Support:

  • support@guidelab.co
  • Include your lab name and case numbers when relevant
  • Screenshots help us diagnose issues faster

Phone Support:

  • Check your welcome email for the support number

Emergency Issues:

  • For critical production issues affecting patient care
  • Email urgent@guidelab.co with “URGENT” in the subject line