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Your essential guide to Shining 3D Dental products.

1. How to Use the Portal

This site is structured to help you find answers in seconds while a customer is on the line.

• Technical Resources: Organized by product name (e.g., Aoralscan Elite). Go here for manuals, installation guides, and product-specific troubleshooting.

• Training Resources: Go here for paid training resources, training powerpoints, and to request access to our self-guided training platform.

• Marketing Resources: Go here for product images, brochures, etc.

• Sales Resources: Go here for warranty, dealer memos, quarterly promos, and updates.

2. Support Tiers & Responsibilities

To ensure the best customer experience, we follow a two-tier support model:

• Tier 1 (Reseller/Distributor): The first point of contact. Distributors are responsible for software installation, basic training, verifying connections, and completing the Support Checklist before escalation.

• Tier 2 (Shining 3D Application Team): Handles advanced troubleshooting, hardware repairs, and RMAs. Resellers are encouraged to join Tier 2 sessions to increase their technical knowledge.

3. Level 1 Support Basic Checklist 

Before submitting a ticket to Shining 3D, verify these common setup requirements:

• Hardware: Plugged into a USB 3.0 port (or USB-C for Elite/Elf) directly—no hubs.

• Power: Ensure laptops are plugged into a wall outlet (not running on battery).

• PC Environment: Uninstall all third-party antivirus (Norton, McAfee, etc.). Ensure the C: Drive has 25GB+ free space. Ensure all Windows Updates have been installed. Turn off Firewalls.

• Graphics: Nvidia drivers must be updated (less than 3 months old). Set "High-performance Nvidia processor" as the default in Nvidia Control Panel.

• Software: Ensure the latest version of the software has been downloaded and installed (must use 7-zip to unzip the installation package). Download the latest software here. 

4. PC Requirements

• Elite/Elf PC Requirements

• MetiSmile PC Requirements

• AccuWare PC Requirements

• Desktop Scanner PC Requirements

5. Warranty & RMA Procedures

Standard Warranty (2026)

• Aoralscan Elite: 3 Years (Excludes tips and HACS/caps).

• Aoralscan Elf / 3 / Wireless: 3 Years (Excludes tips).

• AccuFab / MetiSmile / DS EX Pro: 1 Year (Excludes resin tanks, LCD/LEDs, etc.).

• Shipping: Inbound and outbound shipping is covered for in-warranty devices.

DOA Policy (Dead on Arrival)

• Window: Within 30 days of activation or shipment.

• Benefit: Full unit replacement. Shining 3D covers both inbound and outbound ground shipping.

Requesting an RMA

1. Complete the Level 1 Support Checklist.

2. Submit a ticket at support.shining3ddental.com.

3. Include the device serial number and customer contact info.

6. Training & Support Contacts

• Professional Training: If a training package was purchased, the user must scan the QR code in the "Welcome Letter" email to schedule their session via Calendly.

• Training Team: training@shining3d.us

• Technical Support: dental_support@shining3d.com | +1 (888) 597-5655.

• Hours: 9 AM – 8 PM EST, Monday–Friday.

Returns Address: 2807 W Busch Blvd, Suite 200, Tampa, FL 33618.