DIBS AI: Error - synchronization problem

This DIBS AI error popped up. What do I do? Error - synchronization problem

synchronization error

This happens when trying to open a completed case, but it won’t download. The root cause is usually because of a duplicate IOS case file. You can first see if there are any duplicate IOS files in the Patient Details within the DIBS AI website (syncdibsai.com). If that is not the problem, then you will need to connect to the customer's computer to remove a copy of the IOS file saved locally.

To find this file, go to This PC -> Local (C:) -> Users -> Public -> Public Documents -> OrthoSelect (C:\Users\Public\Documents\OrthoSelect). Once there, look in either the "02 Active Cases" or "03 Completed Cases" folders. If the IOS file with the patient name is found in either of these folders, delete it.

Proceed again to the DIBS AI website. It may be good to log out and then back in again. Try reopening the case with the software. If this still does not work, open the case through the online beta version.