Use this article when the platform or viewer won't load, feels slow, or freezes. Each section describes what you see and the steps to try. For upload and anonymization problems, see Imaging Upload & Segmentation Troubleshooting. For download problems, see Files, Plan Reports & Downloads. If you were signed out, see Sign-In, Access & Account Troubleshooting.
Page not loading or blank screen
The page stays blank or white, the loading spinner never stops, or the screen only partly loads and doesn't respond. Try these steps in order:
Refresh the page (Ctrl+R, or Cmd+R on Mac).
Do a hard refresh (Ctrl+Shift+R, or Cmd+Shift+R on Mac).
Open the platform in an incognito or private window.
Try a different browser (Chrome or Edge recommended).
Turn off browser extensions, especially ad blockers, privacy tools and script blockers.
Check your internet connection, or try another network (for example, hospital Wi-Fi or a hotspot, if allowed).
If the issue persists, contact CustoMED support.
Platform feels slow or unresponsive
Buttons respond slowly, switching steps takes a while, or the viewer lags. This is usually caused by a weak or unstable connection, many open browser tabs, hospital network throttling, or large case data being processed.
Close browser tabs and applications you don't need.
Refresh the page.
Try again after a few minutes.
If possible, use a wired or more stable connection.
Stuck on a loading or processing stage
The case stays on a loading screen, or its progress doesn't change for a long time. This can be a temporary processing delay, a network interruption or a browser session issue.
Refresh the page.
Reopen the case from the case list.
Check that 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.
Note: While a case is loading or processing, your browser asks you to confirm before you refresh or leave the page.
Viewer takes a long time to load
The 3D model or CT views load very slowly, or some elements are missing at first. The 3D model loads first, so you can start working. The CT keeps loading in the background, and each slice view shows its own progress. In the editor, the CT slice views open once the CT has fully loaded.
Wait a few seconds after the page opens (large models take time).
Refresh the page once.
Avoid switching steps quickly while loading.
Close other heavy applications.
If the viewer is always slow to load, try another browser, check your network and check your computer against the System Requirements.
Unexpected errors or platform freezes
Note what you were doing, which step you were on, and the approximate time.
Refresh the page.
Retry the action once.
If the error repeats, take a screenshot (if possible) and contact CustoMED support.
Best practices to avoid performance issues
Use Chrome or Edge.
Keep your browser and operating system up to date.
Avoid working with many heavy tabs open.
Save or confirm your work before leaving a page.
Refresh if something feels out of sync.