Use this article when you can't create a case, can't find your procedure, the Create Case button stays disabled, or you need to fix details on a case. For the full creation flow, see Create a New Case.
I can't create a new case
Common reasons:
Your role: Technicians can view cases but can't create them, so they don't see the procedure cards. Every other organization role can create cases.
Wrong organization: if you belong to more than one organization, check that the right one is selected. See Switching Organizations.
Case limit: a card marked Demo Only means your organization has no cases left for that procedure, or its case limit has expired. The card opens the demo case instead. See Case Quotas & Billing Alerts.
Fix: confirm your role with your Organization Admin, or contact CustoMED about your case limit.
The procedure I need is missing
Each organization only sees the procedures enabled for it. Contact CustoMED with:
Your organization name
The procedure or indication you need
Our team can review the request and help enable the procedure if available.
Using a Custom Case
If your procedure isn't listed, you can create a Custom Case from the last card under Create New Case. A Custom Case lets you:
Start a case without a predefined procedure
Upload your imaging
Share the case directly with the CustoMED team for review and support
Custom Cases are useful for non-standard indications, early evaluations, or when a predefined workflow isn't available yet.
"Create Case" is disabled
Hover over the button to see why. The most common messages:
Message | What to do |
Surgery date is required before creating the case | Set the Surgery Date in Surgery Details. |
Surgery detail "..." is required before creating the case | Fill in the named field in Surgery Details, for example Operational Side. |
Case identifier is required before creating the case | Enter the Case Identifier in Case Details. |
Printable case number is required before creating the case | Enter the Printable Label in Case Details. |
Required case details are incomplete | Check for fields marked in red. |
Waiting for file upload to finish before creating the case | Wait for the upload to complete. |
Case details are locked or view-only | Your access to this case doesn't allow editing, or the case is locked. |
Also check the field limits:
Case Identifier: 4 to 24 characters.
Printable Label: 2 to 16 characters per row, up to 3 rows.
Patient Hint: up to 50 characters, letters, numbers, spaces and hyphens only.
Case Notes: up to 2,000 characters.
I entered wrong case details
Open the case's details, correct the fields and click Update Case. You need at least the Manager role on the case. Keep in mind:
Changing details that affect planning, such as the side, can restart processing or send the case back to an earlier step.
Locked cases (after sign-off or in production) and archived cases can't be edited.
Imaging can only be added or replaced by your Organization Back Office or the CustoMED back-office team.
If the case is already finalized or approved, you may need to create a corrected case. The policy depends on your organization's workflow.
The case failed to create
If you see "Case was not created", check that all required details are filled in and try again in a few minutes. If it happens again, contact CustoMED with:
What you were doing
The time of the failure
The error message
The case details you entered