My DICOM upload won’t work
Common causes:
Folder includes non-DICOM files (viewer apps, reports)
Upload interrupted (network issues)
Fix:
Upload a folder that contains only DICOM images
Avoid including viewer software
Retry on a stable connection
Upload is stuck or slow
Fix:
Keep the browser tab open
Avoid switching networks mid-upload
Retry on a better connection if possible
“Invalid DICOM”
Fix:
Confirm the files are original DICOM exports (not screenshots)
Export again from PACS/scanner source and retry
I’m not sure which series to select / system can’t detect series
Fix:
Select the highest-resolution series when possible
If uncertain and supported, upload all series
If the wrong series was selected, you may need to re-upload for correct processing
Segmentation is taking longer than expected
Segmentation may be automatic or manual, and time depends on scan quality and complexity.
Fix:
Check case status
If urgent, contact CustoMED and request priority support
Segmentation results are missing
Fix:
Refresh the page
Confirm upload completed
Verify you’re in the right case/group
If still missing, contact support with case ID
Segmentation looks incorrect
Fix:
Review in CT slices + overlay and in 3D
Click Reject
Add a short explanation (missing region, extra anatomy, shifted mesh, etc.)
I can’t approve/reject segmentation (button disabled)
Common causes:
Role doesn’t allow approval
Step not ready yet (processing not complete)
Another user already finalized the step
Fix:
Confirm case status is ready
Ask an authorized approver (clinician/admin) to approve/reject
Privacy: Is imaging anonymized?
CustoMED performs client-side anonymization before uploading. Only necessary imaging information is kept; identifying data is removed.