Get in Touch

Help Library / iTero / Scans not syncing

iTero scans aren’t syncing — how to fix it

Fastest fix

On the cart, fully exit iTero (not just lock), wait 15 seconds, reopen, and confirm the cloud/sync icon goes green. If scans still sit in Outbox, reboot the cart once, then check that the practice Wi‑Fi can reach the internet on that same device (browser to any site).

Is it just you or is it everyone?

  1. One cart vs all carts. Try a second iTero. If only one cart fails, stay on that machine (services, disk, NIC). If every cart fails, look at network, firewall, or Align cloud.
  2. MyiTero in a browser on a front-desk PC. Open myitero.com (or your usual portal). If new cases from other offices appear but yours don’t, the upload never left your cart. If nothing loads for anyone, check Align status.
  3. Clock and date on the cart. Wrong Windows time breaks TLS. Confirm time zone and “set time automatically” before chasing deeper sync settings.

Causes (most common first)

1 · Most common

Cart offline or captive on guest Wi‑Fi

Check: On the cart, open a browser. Load a simple site. From iTero, open the network/status area (gear / settings — label varies by Element/Plus software version) and confirm it shows connected with a valid IP, not 169.254.x.x.

Healthy: Browser loads; iTero sync/cloud indicator is green or “Connected.”

If not: Forget the SSID, rejoin the practice SSID (not guest), or plug a known-good Ethernet adapter if you use one for scanning days. Avoid “guest” VLANs that block outbound HTTPS.

2

iTero / Align background services stuck

Check: Close iTero. Open Windows Services (services.msc). Look for Align/iTero-related services (names include Align or iTero depending on version). Status should be Running, Startup Type usually Automatic.

Healthy: Services Running; after relaunch, Outbox count drops within a few minutes on a normal circuit.

If not: Stop → Start each Align/iTero service, then reopen iTero. If Start fails, reboot the cart once and retry before reinstalling.

3

Outbound HTTPS filtered (firewall / content filter)

Check: From the cart, confirm HTTPS works. If the office uses a firewall or DNS filter, verify Align/iTero cloud destinations aren’t blocked. Practice IT should allow required Align endpoints (Align documents the current list — don’t hardcode stale IPs here).

Healthy: Sync resumes after allow rules; no TLS errors in iTero notifications.

If not: Temporarily test on an unrestricted network only long enough to prove the filter is the cause, then put a proper allow rule in — don’t leave production carts on open Wi‑Fi.

4

Disk full or scan queue corrupted on the cart

Check: Windows Explorer → This PC. System drive should have several GB free. In iTero, review Outbox / pending transfers for errors on a single case vs all cases.

Healthy: Adequate free space; individual failed cases can be retried; new scans upload.

If not: Clear Windows temp/safe clutter, empty recycle bin, archive old local export folders per your SOP. One bad case blocking the queue — note the case ID for Align support; don’t delete patient data blindly.

Stop it happening again

  • Put iTero carts on a dedicated, stable SSID or wired drop — not guest Wi‑Fi, not the lobby AP that drops at lunch.
  • Keep Windows time sync on; exclude Align/iTero update and data folders from aggressive antivirus locking if your AV vendor documents conflicts.
  • After any Windows feature update, open iTero once before patients and confirm a test sync.
  • Document which firewall rules allow Align traffic so the next “security upgrade” doesn’t silently break upload day one.

When to escalate

  • Align / iTero support: Portal account issues, case stuck after successful upload, hardware errors, calibration that fails after a clean tip/wand check.
  • Your IT partner: Firewall changes, VLAN/Wi‑Fi design, recurring service crashes, carts that lose sync every night.
  • On-site tech: Failing NIC, dying SSD, cart that won’t stay powered or repeatedly bluescreens.

If scans keep sticking after a clean network path, it’s usually cart services or outbound filtering — that’s the kind of thing we set up properly for orthodontic practices. Free 15-minute look at it: 615.821.0000.

← iTero hub · Help Library