Page Not Loading or Blank Screen
Symptoms
Page stays blank
Infinite loading spinner
White screen
UI partially loads or doesn’t respond
What to try first
Refresh the page (Ctrl/Cmd + R)
Perform a hard refresh (Ctrl/Cmd + Shift + R)
Open the platform in an incognito / private window
Try a different browser (Chrome or Edge recommended)
Disable browser extensions (especially ad blockers, privacy, or script blockers)
Still not loading?
Check your internet connection
Try switching networks (hospital Wi-Fi ↔ hotspot, if allowed)
Contact CustoMED support if the issue persists
Platform Feels Slow or Unresponsive
Symptoms
Buttons respond slowly
Delays when switching steps
Viewer interactions lag
Possible causes
Weak or unstable internet connection
Heavy browser load (many tabs open)
Hospital network throttling
Large case data being processed
Fix steps
Close unnecessary browser tabs and applications
Refresh the page
Try again after a few minutes
If possible, use a wired or more stable connection
DICOM Upload Is Very Slow
Symptoms
Upload progress is moving very slowly
Upload appears stuck but is still progressing
Important notes
DICOM files are often large
Upload speed depends heavily on your network
What to do
Keep the browser tab open
Do not lock your computer during upload
Avoid switching networks mid-upload
If possible, try uploading during off-peak hours
If upload speed is consistently very slow, consider:
Using a stronger connection
Uploading from a different location/device (if permitted)
Stuck on Anonymization for More Than 5 Minutes
Symptoms
Upload completes
Status stays on “Anonymizing” for more than ~5 minutes
What anonymization means
Anonymization is performed locally in your browser
Patient-identifying information is removed before upload
Duration depends on:
Scan size
Number of slices
Device performance
What to do
Wait up to 5 minutes for large scans
If it exceeds ~5 minutes:
Refresh the page
Restart the upload process
Ensure:
Your browser is not throttled
Your device is not under heavy load
If anonymization repeatedly stalls:
Try another browser or device
Contact CustoMED support
Stuck on “Loading” or “Processing” Stage
Symptoms
Case stuck on “Loading…”
Progress does not change for a long time
Possible reasons
Temporary backend processing delay
Network interruption
Browser session issue
Fix steps
Refresh the page
Re-open the case from the Case Manager
Confirm the upload step completed successfully
Wait a few more minutes (some processing steps take time)
If the status does not change after several refreshes:
Contact CustoMED support with the case ID
Viewer Takes a Long Time to Load
Symptoms
3D model or CT viewer loads very slowly
Viewer appears but elements are missing at first
What to do
Wait a few seconds after the page opens (large models take time)
Refresh the page once
Avoid rapidly switching steps while loading
Close other heavy applications
If viewer load time is consistently long:
Try another browser
Check network stability
Slow File Download
Symptoms
Downloads start slowly
Files take a long time to complete
Download appears stuck
Possible causes
Large STL or PDF files
Network throttling
Browser download restrictions
Fix steps
Download one file at a time
Disable pop-up blockers
Try another browser
Check if downloads are restricted by your organization’s IT policy
Download Doesn’t Start at All
Check first
Is the case or group approved?
Downloads are locked until approval.Are you in the correct group (for multi-group cases)?
Fix steps
Confirm approval
Switch to the correct group
Refresh the page
Try again
Unexpected Errors or Platform Freezes
What to do immediately
Take note of:
What you were doing
Which step you were on
Approximate time
Refresh the page
Retry the action once
If the error repeats:
Capture a screenshot (if possible)
Contact CustoMED support
Best Practices to Avoid Performance Issues
Use Chrome or Edge
Keep browser and OS up to date
Avoid working with many heavy tabs open
Confirm steps before leaving a page
Refresh if something feels out of sync