Use this article to fix problems uploading a scan, choosing the right series, or reviewing and approving segmentation. For how a normal upload works, see Preparing & Uploading Your CT Scan (DICOM).
My files aren't accepted
Message | What it means and what to do |
No valid DICOM or STL files found in the selection. | Nothing in the ZIP or folder is a DICOM image or STL model. Screenshots, JPEGs, PDFs and viewer software aren't used. Export the scan again from your scanner or PACS as DICOM and retry. |
Invalid files: please upload .dicom file (ZIP or individual files) | Your role can upload DICOM only, or the case accepts DICOM only. Remove STL files and retry. |
Series mismatch patient data | The upload contains scans from more than one patient. Remove the series that don't belong to this patient. |
Note: Non-DICOM files in a folder, such as viewer apps and reports, are skipped and don't block the upload.
A series is listed under "Unsupported"
Series that can't be used are listed under Unsupported, with the reason:
Reason | What to do |
Series is too short, minimum slice amount is 30 | A CT series needs at least 30 slices. Export the complete series. |
No clear series orientation | The files are missing position data. Export the original series again from the scanner or PACS. |
Too many incorrectly oriented slices | The series mixes slices with different orientations. Export a single clean series. |
Series UID wasn't found | The files are missing required DICOM data. Export again from the source. |
Pixel spacing recommended to be less than 1.5mm, currently: undefined | The files have no pixel size information. Export again from the source. |
If you still see a usable series in the preview, you can continue with it.
Upload is stuck or slow
DICOM files are often large, so upload speed depends heavily on your network. An upload can look stuck while it is still progressing.
Keep the browser tab open. CustoMED warns you if you try to leave while files are processing.
Don't lock your computer during the upload.
Avoid switching networks during the upload.
If uploads are always very slow, upload during off-peak hours, use a stronger connection, or upload from a different location or device (if permitted).
Anonymization is slow or failed
Your browser anonymizes each series before uploading it, so how long it takes depends on the scan size, the number of slices and your computer's performance.
Wait up to 5 minutes for large scans.
If it takes longer, refresh the page and start the upload again. Make sure your computer is not under heavy load.
If you see Anonymization failed or Some series were skipped, the affected series won't be uploaded. The message tells you how many. Try again.
If anonymization keeps failing, try another browser or computer, or contact CustoMED support.
Which series should I pick?
The preview opens with the most suitable series selected and shows warnings on others, such as thick slices, wide slice spacing, an old scan date, or a series already uploaded to another case. Prefer an original CT series with thin slices and no warnings. Every valid series is uploaded with the case, and the one you selected is used for segmentation.
The wrong series was used
During segmentation review, use the Series selection menu in the toolbar to switch to another uploaded series. It appears when the case has two or more series and isn't locked or archived. If the right series wasn't uploaded at all, contact your Organization Back Office or CustoMED support to replace the imaging.
Processing failed
If the upload section shows "Last uploaded file's error:" followed by a reason, processing of the scan failed. Contact your Organization Back Office or CustoMED support to upload a different file.
Segmentation is taking longer than expected
How long segmentation takes depends on scan quality and the case. Until it is ready, the case shows Segmenting.... If the case shows Sent to Manual Review, it is in back-office review. You don't need to do anything: you can continue once the review is done.
Check the case status on the case page.
If it's urgent, contact CustoMED and request priority support.
Segmentation results are missing
Refresh the page.
Confirm the upload completed.
Check that you're in the right case and anatomical group.
If they're still missing, contact support with the case ID.
Segmentation looks incorrect
Review the result in the CT slices with the overlay and in 3D.
Click the red reject button (X) next to Confirm.
In Reject and Send for Review, describe what's wrong (missing region, extra anatomy, shifted mesh, etc.). The note needs at least 50 characters.
Submit. The segmentation is sent for review, and you get an email when the review is complete, usually within 24 hours.
I can't confirm or reject segmentation
Hover over Confirm to see why it's disabled. Common causes:
"You don't have permission to confirm or reject the segmentation": confirming a step needs Editor or Approver access to the case, and the case must not be locked. Technicians and Organization Supervisors can review but not confirm. Ask a Clinician, Medical Assistant, Sales Rep or Organization Admin on the case to confirm it.
"Entity was rejected by the user...": the segmentation was already rejected and is waiting for CustoMED review or new imaging.
The step isn't ready yet because processing hasn't finished.
Note: In demo cases, you can't send segmentation for review.
Privacy: is imaging anonymized?
Yes. CustoMED anonymizes DICOM files in your browser before they are uploaded. Patient-identifying fields are removed, except the patient's initials and the last 4 digits of the patient ID, which are kept as a hint so you can recognize the case. See Data Security & Storage.