Troubleshooting
Solutions to common problems.
14 articles
Case Creation & Setup IssuesProblems creating cases, missing procedures, disabled buttons, incorrect details, and case creation failures.
Login, Access & Account TroubleshootingLogin methods (Password / One-Time Code / SSO), common errors, email delivery issues, session expiration, and what to do if you don’t have an account.
Organization, Roles & Missing CasesWhy cases may be missing, organization switching, role restrictions, and shared cases that don’t appear on the homepage.
Imaging Upload & Segmentation TroubleshootingDICOM upload issues, series selection, segmentation delays, incorrect results, and approval/rejection issues.
Saving, Confirmations, Undo & ResetThis article explains how saving works in the Editor, why changes may appear to disappear, how Confirm and Undo behave, and how to safely recover if something unexpected happens.
Case Workflow Navigation & VersioningGoing back to previous steps, how resets happen, and PSI version rules.
Core Behavior & ControlsDefault implants, moving implants, swapping templates, hierarchy behavior, and gizmo constraints.
Landmarks, Anatomical Axes & Planning ImpactWhy landmarks matter, how axes are built, and how changing landmarks affects planning and PSI.
Measurements – Understanding, Editing & LimitationsHow to interpret measurements, view how they’re calculated, edit measurements, and why values may “snap.”
PSI Design & Configuration TroubleshootingEditing PSI geometry, Update PSI regeneration, and selecting PSI types when multiple designs exist.
Files, Plan Reports & DownloadsWhy downloads fail, plan report availability, approval requirements, and multi-group downloads.
Case Sharing & Collaboration IssuesFinding shared cases, link expiration, access changes, and re-sharing.
Performance, Viewer & Technical IssuesViewer not loading, missing 3D, CT issues, scrolling, slowness, and simple recovery steps.
When to Contact CustoMED Support