Use this article when you can't find or download a case file or plan report. It covers missing files, failed downloads and cases with more than one anatomy.
I can't find the file I need
Case files are in the Files tab of the case panel, grouped by output pack. Check these first:
No packs listed: packs are created on the Approve step. Until a pack exists, there is nothing to download for the plan.
Medical Imaging missing: it is listed under General Case Files once the case is approved.
Plan Report row is grayed out (Plan Report is not available for this pack.): the procedure has no plan report, or the report was not created for this pack. See the section on plan reports below.
Logistics Files row is grayed out (Generate Labels and DHR from Logistics first.): these files are created on the Logistics page. Ask someone with Logistics access (Organization Admin, Organization Back Office or Technician) to create them.
No PSI files: the case is set to Plan Only, or the anatomy has no guide.
I can't see download buttons
Viewers cannot download case files. Technicians are the exception. Ask a case Manager or your Organization Admin for a different case role.
On the Approve step you can only preview the Plan Report and Delivery Note. Download them from the Files tab.
The download failed
If you see a message such as Could not download this output pack. Please try again. or We couldn't get the list of files. Please try again.:
Refresh the page.
Open the Files tab again and retry the download.
If it still fails, contact CustoMED support with the case identifier and the pack number.
If you see No files were available for this output pack., the pack has no files of that kind yet. Check that the plan and PSI steps are finished for every anatomy in the pack.
The download is slow or doesn't start
STL files, PDF reports and imaging ZIPs can be large, and some networks throttle or restrict downloads.
Download one file at a time.
Turn off pop-up blockers for CustoMED.
Try another browser.
Check whether your organization's IT policy restricts downloads.
Plan report missing
Plan reports are available for Cranioplasty, Reverse Shoulder Arthroplasty, humerus, knee and hip procedures. Other procedures do not have one. Each pack has its own plan report, which is updated when the case is approved.
If your procedure supports a plan report but the pack has none, contact your Organization Back Office or CustoMED. They can regenerate the report or upload one for you.
Cases with more than one anatomy
In cases such as femur and tibia, or scapula and humerus, one output pack covers all the anatomies. You don't need to switch anatomies to download.
Inside the ZIP, files are sorted into a folder for each anatomy.
Every anatomy needs a finished export before you can create a pack. Otherwise you see Every surgery group needs at least one finished export.
If an anatomy is not finished yet, the approve button reads Sign off instead of Approve Case.
If you still can't get your files, contact CustoMED support. These issues can usually be solved quickly.