Question 1

Is it possible to automate the upload of images from our practice's X-ray workstation to Diagnocat?

Accepted Answer

Yes, it is possible using the Diagnocat Imaging computer application. This is a paid application that can simplify the process of uploading images to our service. To purchase the integration and clarify questions, please contact your Diagnocat account manager, who will be able to help you.

Question 2

How many clinicians can use Diagnocat in one practice?

Accepted Answer

There are no restrictions on the number of accesses to the Diagnocat account in Diagnocat. In addition, it is possible to set up personal data for each user to log into the Diagnocat account. If the problem persists, please contact customer support using our chat feature.

Question 3

Can I include my practice's contact information in the final reports?

Accepted Answer

Yes, Diagnocat's reports are highly customisable; you can include your practice's logo, contact details, signature, and practice stamp in your reports. To do so:
1. Log in to your Diagnocat account.
2. Go to Settings in the upper-right corner of the page and select the "Organization" tab.
3. Fill in your practice's information.
4. Click on "Save Changes".

Question 4

How do I add a desktop shortcut?

Accepted Answer

You can do this directly from your browser:
1. Open Chrome browser, and go to the Diagnocat website.
2. At the top right, click More > Cast, save and share > Create shortcut.
3. Enter a name for the shortcut.
4. Click Create.

Question 5

How do I get started with Diagnocat?

Accepted Answer

Please feel free to contact us. We will be happy to provide you with additional information and help you choose the subscription plan that best suits your needs.

Question 6

Is it possible to purchase individual reports only when I need them?

Accepted Answer

We strive to offer our clients with flexible and cost-effective solutions for their diagnostic needs. We understand that you may have specific requirements, and we want to provide you with the most convenient options; however, we do not offer a pay-per-report model.

Question 7

Why do you offer subscription-based services?

Accepted Answer

This approach allows us to tailor your access to the offerings that are best suited for your practice, all at an affordable price. If the problem persists, please contact customer support using our chat feature.

Question 8

How much does Diagnocat cost?

Accepted Answer

We offer a subscription-based access that can be paid monthly or annually. Payment plans will depend on which services you require and at which frequency.

Question 9

How do I cancel or suspend my current subscription?

Accepted Answer

You can make a cancellation request in the account's pricing section by clicking on "Cancel". You can always contact the support team via the purple chat bubble for more information. You will still be able to use the service until the end of the subscription period. Automatic renewal will be disabled.

Question 10

How do I renew my subscription?

Accepted Answer

Upon the conclusion of the current subscription, the next one is automatically renewed. You can always change your subscription plan in the pricing section of your Diagnocat account.

Question 11

What happens to the data in my account if I cancel or suspend my subscription?

Accepted Answer

As of now, Diagnocat securely stores all data, accessible upon subscription renewal. However, a forthcoming update will implement an additional fee for storing substantial data if there's no active paid subscription.

Question 12

How can I get more information about your product and subscription plans?

Accepted Answer

Our team is always ready to help you with questions about pricing and subscription types. Please feel free to contact us. We will be happy to provide you with additional information and help you choose the subscription plan that best suits your needs.

Question 13

How long are reports stored?

Accepted Answer

Diagnocat offers HIPAA and PIPEDA-compliant cloud storage for patient data. The storage duration of patient data complies with the legislation of the country where the service is purchased and used.

Question 14

How do I add practiceians to my practice account?

Accepted Answer

1. First, log in to your Diagnocat account.
2. Go to Settings in the upper-right corner of the page and select the "Staff" tab.
3. Enter the email address of the clinician you want to invite and click on the "Send invitation" button.
4. The clinician will receive the invitation to their email address and will be able to join your account by registering and logging into Diagnocat.

Question 15

If my plan includes 30 CBCT reports per month and I only use 26, what happens to the unused reports?

Accepted Answer

Reports that remain unused cannot be transferred from one subscription to the next. We recommend thoughtful consideration of your chosen subscription plan or opting for an annual plan to evenly distribute reports across months.

Question 16

Can several people use Diagnocat at the same time?

Accepted Answer

Yes. Diagnocat is cloud-based, so your whole practiceal team can work at the same time.

Question 17

How do I change the interface language?

Accepted Answer

1. Click on your username located in the upper right corner.
2. Select "Language" and choose your language.

Question 18

How do I upload CBCT, panoramic and intraoral radiographs (bitewings and periapicals)?

Accepted Answer

1. Log in to your Diagnocat account.
2. Create a new patient record or select an existing one.
3. Go to the section with the desired type of study: CBCT, Panoramic X-ray, Intraoral X-ray, STL, clinical (intraoral) photos (Dental photo) and Documents.
4. Click on the "Upload Study" button and select the file.
5. Upload a .dcm file for CBCT, or .jpg, .png or .tiff for 2D images (ZIP archives are also accepted). Drag the study into the upload window or click "Browse files" or "Browse folder".
6. Wait for Diagnocat to upload your study. Uploading speed depends on your internet connection. After the study is uploaded, you will be able to generate AI reports.

Question 19

How do I change my account's password?

Accepted Answer

1. Select "Reset Password" on the Diagnocat login page.
2. Enter the email address associated with your account in the window that appears.
3. Check your inbox for a link allowing you to change your password.

Question 20

What are the technical requirements for using Diagnocat in a browser?

Accepted Answer

You can do this directly from your browser:
1. A computer running a version of the operating system supported by the manufacturer at the time of using Diagnocat.
2. Processor: 2 cores, 4 cores recommended
3. RAM: 4 GB
4. Internet connection for the 2D module: 10 Mbps minimum, 20 Mbps recommended
5. Internet connection for the 3D module: 20 Mbps minimum, 50 Mbps recommended

Question 21

Where do I find the support chat?

Accepted Answer

The purple support icon is located in the lower right corner of the screen. You can send a message or attach images to request help from the support team. The average response time from a specialist is 10 minutes.

Question 22

I cannot download the PDF report ("Download PDF" does not work)

Accepted Answer

Generating a report to print or download takes an average of 20–40 seconds. If nothing happens after this time, please try the following steps:
1. Press Ctrl + P (Cmd + P for Mac users)
2. In the window that appears, select "Save as PDF" as the printer.

Question 23

Which web browser do you recommend?

Accepted Answer

We recommend the latest version of Google Chrome.

Question 24

What to do if CBCT scan uploading takes more than 7 minutes?

Accepted Answer

Upload speed depends on your internet connection and the size of the scan. If uploads are slow:
1. Check your internet speed with a free tool such as Speedtest by Ookla. For the 2D module, the minimum is 10 Mbps and the recommended speed is 20 Mbps. For the 3D module, the minimum is 20 Mbps and the recommended speed is 50 Mbps.
2. Make sure the file is in a format Diagnocat supports.
3. Restart the application or refresh the page in the browser.
4. If you are using a VPN connection, try disconnecting it.

Question 25

Should Diagnocat Imaging always be running when installed on your computer?

Accepted Answer

The Diagnocat Imaging application must be running at all times to ensure that files from your imaging software are automatically loaded into Diagnocat.

Question 26

An error occurs when opening the Diagnocat web page

Accepted Answer

1. Make sure you are using the recommended browser
2. Refresh the page by pressing Ctrl + R on Windows or ⌘ + R on Mac.
3. Clear the cache and cookies in your browser
4. Try using Incognito mode in your browser
5. Add the Diagnocat web page to the exception in your antivirus
6. Go to https://app.diagnocat.com/login and try to log into your account

Question 27

How do I clear my browser cache and cookies?

Accepted Answer

1. On your computer, open Chrome.
2. Press the keyboard shortcut Ctrl + Shift + Del (Windows) or Shift + ⌘ + Backspace (macOS).
3. Choose a time range, like Last hour or All time.
4. Select the types of information that you want to remove.
5. Click Delete data.

Question 28

The image was uploaded, but the report was not created

Accepted Answer

The image may not have loaded properly, or the image format is different from the supported ones. Required formats for CBCT: DICOM (.dcm). For 2D studies: .png, .jpeg, .tiff. Try generating the report again. If it fails a second time, contact support via chat and include a link to the patient record so we can investigate.

Question 29

Can I upload CBCT and X-ray images as a ZIP file?

Accepted Answer

Diagnocat supports uploading files archived in *.zip format. However, the archived radiographs must be in .dcm, .jpg, .png or .tiff format. Furthermore, the archive must not contain any extraneous files. If the problem persists, please contact customer support using our chat feature.

Question 30

My study failed to upload

Accepted Answer

There are several reasons why a study may not upload. Here are some of the most common:
1. Your file does not match the format supported by Diagnocat. Required formats for CBCT: DICOM (.dcm). For 2D studies: .png, .jpeg, .tiff
2. The image size should not exceed 2 GB
3. If you are uploading a study in an archive, make sure that there are no extraneous files
4. Check your internet speed with a free tool such as Speedtest by Ookla. For the 2D module, the minimum is 10 Mbps and the recommended speed is 20 Mbps. For the 3D module, the minimum is 20 Mbps and the recommended speed is 50 Mbps.

Frequently Asked Questions