FAQ and troubleshooting
Answers below reflect current DICE behavior. If your problem isn’t covered, email support@dustidentity.com.
I’m stuck in a sign-in loop, or signed in as the wrong account
Section titled “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:
- 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.
- 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
Section titled “I signed in but don’t see my organization”After sign-in DICE asks you to select your organization and Team. If you see “No selectable org/team contexts are available for this account yet.”, your account exists but hasn’t been added to an organization and Team yet:
- You: contact your organization’s administrator and ask to be invited and placed on a Team. Make sure they invite the exact email address you sign in with.
- Admins: the invitation and Team assignment flow is described in the Administrator guide. Note that invitations expire after 48 hours.
Once you’ve been added, sign in again (or use Sign out and return) and the organization will appear in the selector.
The scanner says camera access is denied
Section titled “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:
- Click the camera/lock icon in the browser’s address bar and set camera access to allowed for this site.
- If there’s no icon, go through the browser’s settings — typically Settings → Privacy → Site settings → Camera — and allow this site.
- 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.”
Why does DICE ask for my location?
Section titled “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.
What’s the difference between Identify and Verify?
Section titled “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.
It says this thread is already in a shipment
Section titled “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 move the Thread, open that shipment and remove the Thread from its manifest (if it’s still a draft), or wait for the shipment to complete. Threads in a sent shipment are locked (“This thread is locked in a shipment.”) until the shipment resolves. See Shipments.
A shipment failed to process — what now?
Section titled “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. You have two options:
- 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”, and you can then start a new shipment from this manifest so you don’t rebuild the list from scratch.
See Shipments for the full lifecycle.
I got an update from an upstream source — what does adopting it do?
Section titled “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.
Why don’t I see feature X?
Section titled “Why don’t I see feature X?”Two common reasons:
- The module isn’t enabled for your organization. Capabilities such as Assemblies, Categories, Shipments, Certificates, Slicing, 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).
- Your role. Some areas are role-gated — for example Connections only appears in the sidebar for admins of the active Team. 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?
Section titled “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.
Who do I contact for help?
Section titled “Who do I contact for help?”Email 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.