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 & ResetWhy changes “disappear,” how Confirm works, Undo limitations, and safe reset by refreshing.
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