FAQ and troubleshooting

Answers below reflect current DICE behavior. If you would rather start from the symptom, use Troubleshooting. If your problem isn’t covered anywhere, email support@dustidentity.com.

Sign-in and access

I’m stuck in a sign-in loop, or signed in as the wrong account

DICE signs you in through your DUST account. If the browser is holding a session for the wrong account (for example, a personal account from the same identity provider), sign out fully first:

1. In DICE, open the user menu (top right) and choose Sign out. This ends your DICE session and revokes your DUST account sessions — it’s a full sign-out, not just a local one.
2. Sign in again. When your identity provider shows an account picker, choose the account your organization invited (check the email address carefully — invitations are tied to a specific address).

If sign-in keeps bouncing back to the login page, clear cookies for the DICE and DUST account domains and try again in a fresh browser window. Still stuck? Contact support@dustidentity.com with the email address you’re signing in with.

I signed in but don’t see my organization

After sign-in DICE asks you to select your organization and Team. If it tells you “Your account isn’t part of an organization or Team yet”, work through these in order — most cases are solved by the first two, and you rarely need to sign out or open a support ticket.

1. Check which account you’re signed in as. The panel names the email address you used. Invitations are tied to one exact address, so a personal account from the same identity provider won’t find your organization’s invitation. If it’s the wrong address, sign out and sign in with the invited one.
2. Accept the invitation in front of you. If you’ve already been invited, it’s listed under Pending invitations with the organization, the role you’d join as, and who invited you. Click Accept.
3. Use Refresh while access settles. After accepting, DICE reports “Invitation accepted — setting up your access…” and picks the organization up on its own. If that takes longer than expected, press Refresh. Access granted a moment ago — an admin adding you to a Team, say — can also need a few seconds, and Refresh is the right button for it.
4. If the invitation expired, it’s marked Expired · request a new invitation. Use Request a new invitation to ask the organization’s admins to re-invite you; an admin can also Resend invitation, which renews it so you can accept straight away.
5. Only then contact an administrator. If there’s no invitation on the panel at all, nobody has invited you yet. Ask your organization’s administrator to invite the exact email address you sign in with and to place you on a Team — see the Administrator guide. There’s also a Contact support button on the panel.

Already in one organization and invited to another? You don’t need this screen at all: open the user menu and choose Invitations, which carries a count badge whenever something is waiting for you.

Scanning

The scanner says camera access is denied

The scanner needs the browser’s camera permission. If you dismissed or denied the prompt, DICE shows “Browser blocked camera access”: “Your web browser (Chrome, Edge, Firefox, or Safari) is preventing this page from using the camera. Open the site permissions in your browser settings and allow camera access for this page, then reload.”

To re-trigger it:

1. Click the camera/lock icon in the browser’s address bar and set camera access to allowed for this site.
2. If there’s no icon, go through the browser’s settings — typically Settings → Privacy → Site settings → Camera — and allow this site.
3. Reload the page and open the scanner again.

Other camera errors are usually environmental: “Camera is in use by another application” (close other apps using the camera) or “No cameras found on this device.”

This applies to DUST scanning too: a Dragon or Loupe reads through the browser’s camera pipeline, so a blocked camera permission stops it the same way.

Why does DICE ask for my location?

On first use DICE runs a short device setup (“Set up your device”) that requests camera and location permissions. Location is optional but recommended: “DICE attaches your location to scans and writes for full traceability. This helps meet chain-of-custody requirements and proves where actions happened.”

You can skip either step during setup and enable the permission later in your browser’s site settings, the same way as the camera above.

The top bar shows a Location Services indicator — Active, Blocked, Off, or Checking…. Blocked means the browser is refusing the permission (“Browser permission is blocked. Enable it in browser settings.”); open the indicator to retry it once you’ve allowed the site.

What’s the difference between Identify and Verify?

Both are scanner operations, switchable in the scan screen:

• Identify — you don’t know which Thread you’re holding. Scanning searches your indexed Identifiers and finds the matching Threads.
• Verify — you already have a specific Thread open (or queued) and want to confirm it’s the right physical item. Scanning matches the capture against that Thread’s bound Identifier and reports pass/fail.

One nuance for DUST Identifiers: some organizations use verify-only DUST. In that case “Identify is unavailable — this organization only supports verify-only DUST. Non-DUST tags still identify normally.” See Identifiers and scanning.

Which scanner mode reads which identifier?

The scanner’s mode switcher offers DUST, Camera, and Manual, and they are not interchangeable:

• DUST reads a DUST marking, using DUST scanning hardware (Dragon or Loupe). Nothing else can read one.
• Camera uses the device camera to decode QR codes, barcodes, and data matrix symbols. It cannot read a DUST marking.
• Manual takes a typed, pasted, or wedge-scanner value for QR, barcode, data matrix, or NFC.

Picking Camera for a DUST marking is the most common first-time mistake. See Getting started.

Sharing and shipments

It says this thread is already in a shipment

A Thread can be in only one active shipment at a time. When you add Threads to a shipment, “already-shipped threads are hidden; threads already in another active shipment are shown but can’t be selected” — each blocked row is marked In “<shipment name>”, which links to the shipment holding it.

To free the Thread, open that shipment:

• Still a Draft — remove the Thread from its manifest.
• Already sent (Awaiting response or Changes requested) — a Team admin on the sending team can Cancel the shipment, which releases its threads. You don’t have to wait for the recipient.
• Accepted and processing, or completed — the Thread is committed and cannot be released.

Threads in a sent shipment stay locked (“This thread is locked in a shipment.”) until the shipment resolves. See Shipments.

Can I cancel a shipment after I’ve sent it?

Yes, up to the moment the recipient accepts it. A Team admin on the sending team can cancel a shipment that is Awaiting response or Changes requested, not just a draft — the confirmation explains that the shipment will be stopped before the receiving team accepts it and that your threads are not affected.

Once the recipient accepts, processing starts and the shipment can no longer be canceled or rejected by either side. See Cancel a sent shipment.

A shipment failed to process — what now?

If an accepted shipment fails, DICE shows “Processing failed”: “This accepted shipment didn’t finish processing. Nothing was created on the receiving team. Retry to run it again, or abandon it to release its threads.” The failure rolled back cleanly — nothing was shipped.

Either party can recover it. A Team admin on the sending or the receiving team has both actions, so a recipient doesn’t have to wait for the sender:

• Retry — runs processing again on the same shipment.
• Abandon — gives up on this attempt (a reason is required and recorded in the shipment’s history). “Its threads are released and can be shipped again.”

Only the sending team can then use Start new shipment, which builds a fresh draft from the same manifest so you don’t rebuild the list from scratch.

See Shipments for the full lifecycle and a role-by-action table.

Data and updates

I got an update from an upstream source — what does adopting it do?

When a source organization discloses new or changed information for a Thread you received, it appears on the Updates page and on the Thread itself: “New information disclosed by sources of your threads. Review a thread to choose what to bring in.”

Nothing is applied automatically — you review each item and choose an action: Add to thread (bring in something new), Update local copy (apply the source’s newer value to data you already adopted), Use source info, or Acknowledge (for certificates). Adopting copies the disclosed value into your Thread; skipped items can be brought back later, and items you’ve edited locally are flagged (Changed locally / Needs review) rather than silently overwritten. See Disclosures.

Modules, roles, and language

Why don’t I see feature X?

Two common reasons:

1. The module isn’t enabled for your organization. Capabilities such as Assemblies, Categories, Shipments, Certificates, Slicing, Labels, Verification, Tamper Analysis, Public Pages, Connections, and Sharing are enabled per organization by DUST Identity. When a module is off, its navigation entries are hidden entirely — there’s no greyed-out item to click. Your admin can request changes via support@dustidentity.com (see the Administrator guide).
2. Your role. Some areas are role-gated — for example Connections only appears in the sidebar for admins of the active Team, and the whole Shipments module needs a Team admin role to open. Others are visible to everyone but read-only without the right grant: every team member can open Public Page Designs, but only a Publisher (or a Team admin) can create, publish, or roll anything out there. See Public Pages.

If a colleague sees a feature you don’t, compare organization, Team, and role first. See also Navigating DICE.

How do I switch the interface language?

Open the user menu (top right), choose Language, and pick English or 中文. The choice applies immediately and is remembered per browser.

Getting help

Who do I contact for help?

From inside DICE, open the user menu and use Help: it holds Documentation (this site), Release Notes, and Contact support. Some organizations also have Chat with support there.

By email, write to support@dustidentity.com. Include your organization name, the page you were on, and (for scanning or shipment issues) roughly when the problem happened — that makes it much faster to trace.

Tip

For orientation and first steps, start with Getting started.