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Troubleshooting

Upload stuck in processing​

  • Click Refresh on the Uploads table and confirm the latest status badge.
  • Allow several minutes — large zips or busy pipelines take longer.
  • Check for partial datasets or missing DICOM files inside the zip.
  • If status becomes UPLOAD FAILED or FAILED, use Retrigger when available before re-uploading.
  • Escalate with the upload ID (Copy upload ID), subject ID, site, and timestamp.

Client-side scan errors​

  • File must be a .zip archive — repackage DICOMs as a .zip file.
  • Scan found issues — open the zip locally and confirm it contains valid DICOM files, not empty folders or non-DICOM content.
  • Small file warning — archives under 1 MB may lack imaging data; verify contents before submitting.

Corrupt or unreadable zip files​

Before a file is submitted, the portal reads the archive's index in your browser. If the archive cannot be opened at all, the scan reports the specific problem and blocks the upload — there is no point spending an hour sending a file that cannot be processed.

Damaged-but-recoverable archives are repaired automatically on the server, and the upload tells you if anything could not be recovered.

For the full breakdown — how to tell which problem you have, what to do about each, and which repairs are worth attempting yourself — see Fixing a corrupt or unreadable zip.

"No DICOM files detected" is a warning, not an error. Some sites and PACS systems store DICOM without the standard file header, so the browser cannot recognise them. Continue with the upload — the server does a full read. If processing then fails, this is the likely reason.

Upload keeps failing at the same point​

If the same upload fails every time, often at the same percentage or right near the end, your network may be blocking some uploads. Run the upload connection check: it shows exactly what gets through and gives you a report for your IT team.

Upload interrupted​

If you close the tab during transfer, the upload may not complete. Start a new submission after confirming the partial upload did not land in the table (or failed).

Viewer does not open​

  • Confirm the upload status is no longer PROCESSING.
  • Confirm your role includes viewing permissions.
  • Sign out and sign back in to refresh auth/session tokens.
  • Allow pop-ups for the portal domain — the viewer opens in a new tab.
  • Verify the upload is in a ready state (not hard-failed).

Viewer opens but imaging is blank​

  • Wait up to 90 seconds for the viewport canvas to render.
  • Refresh the viewer tab.
  • Confirm the source zip contained complete DICOM series for the selected timepoint and modality.

Missing series or unexpected content​

  • Confirm you opened the correct upload version (check upload ID, timepoint, and modality columns).
  • Validate source dataset completeness before re-uploading.
  • Escalate with upload ID, subject ID, site, and timestamp.

Cannot e-sign a report​

  • Register a passkey under Security Settings — see Getting Access.
  • Confirm you have the Reader or Admin role — Uploaders cannot e-sign.
  • Re-sign in if your session expired (inactivity logout after 100 minutes).
  • Complete all required form fields before clicking eSign Report.

Cannot see Audit Logs or Export Data​

  • These features require the Admin role on the study.
  • Ask a study admin to verify your assignment — see Roles and Permissions.

Access denied after login​

  • Wrong password shows an error and does not create a session.
  • Unauthenticated access to protected routes redirects to login.
  • After role changes, sign out and back in.

Getting help​

When contacting support, include:

  • Study name
  • Site and subject ID
  • Upload ID (if applicable)
  • Screenshot of the status badge or error message
  • Approximate date and time of the action