Modifications & Treatment Planning
Treatment plan will not load or is inaccessible
If a plan will not open in SmileStudio or ARCAD, we can reset the case at our end. These are usually resolved the same business day. Try this first Check your internet connection. Refresh SmileStudio or ARCAD and try opening the case again. If it ...
Placing a patient case on hold
A case can be put on hold at any point. Tell us the case number and the reason and we will move it. It can take a few hours to show in your portal. Restarting When the patient is ready to go ahead, let us know and we will reactivate the case. What to ...
How to request an expedited case
Approve the treatment plan first, because production cannot start until it is approved. Then tell us straight away and we will prioritise production and arrange express shipping where possible. What to do Approve the treatment plan in the portal. ...
Installing the ARCAD or SmileStudio update
Ask us for the current installer link, then run it on every clinic computer that uses SmileStudio. Installing Ask us for the current installer link. Close SmileStudio or ARCAD before running the installer. Run the installer and follow the prompts. ...
How long does a case modification take?
Standard modifications are processed overnight. Submit before 5pm AEST and the updated plan should be there the following morning. If it is urgent If the patient's appointment is within 48 hours, tell us as soon as you have submitted so the case can ...
Why does my modified case appear as V1 and V2?
Duplicate versions come from an outdated ARCAD install. The planning team cannot edit the older file directly, so a new version is created alongside it. Fixing it Update ARCAD. Ask us for the current installer link. Compare V1 and V2 carefully. ...
How to submit a modification request
Modifications are made in ARCAD or SmileStudio using the 3D controls. Install the latest update first, because an outdated install is what causes cases to come back as duplicate versions. Important: Install the current ARCAD update before you submit ...
Approving a treatment plan in ARCAD or SmileStudio
Review the plan using the 3D controls, then select Approve in the top right. The case moves to TPx Ready overnight. Approving Open the patient's case in SmileStudio or ARCAD. Review the treatment plan using the 3D controls. Select Approve in the top ...