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Frequently Asked Questions

All Common Technical

How to become a Diagnocat user?

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.

How to add a Diagnocat shortcut to your desktop?

You can do this directly from your browser, just follow these instructions. If the problem persists, please contact customer support using our chat feature.

1
Open Chrome browser, and go to the Diagnocat website.
2
At the top right, click More > Case, save and share > Create shortcut.
3
Enter a name for the shortcut.
4
Click Create.

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

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 Diagnocat managers, they will be able to help you.

How many doctors can use Diagnocat in one clinic?

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

Can several people use Diagnocat at the same time?

Yes. The program uses cloud technologies and allows the entire medical team of the clinic to work simultaneously. If the problem persists, please contact customer support using our chat feature.

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

Yes, Diagnocat's reports are highly customizable; you can include your clinic's logo, contact details, signature, and seal in your reports. To do so:

1
Log in to your personal Diagnocat account.
2
Go to the "Settings" in the right upper corner of the page and select the "Organization" tab.
3
Fill in your clinic's information.
4
Click on "Save Changes".

How do I upload CBCT, Panoramic and Intraoral X-ray images?

1
Log in to your personal account.
2
Create a new patient card or select an existing one from the list.
3
Go to the section with the desired type of study: CBCT, Panoramic X-ray, Intraoral X-ray, STL, Dental photo and Documents.
4
Click on the "Upload Study" button and select the file.
5
Upload image file in .dcm format for CBCT, .jpg, .png, .tiff formats for 2D. You can also upload files in .zip archive. You can drag the study into the download window or click on the "Browse files" or "Browse folder" buttons.
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.

How do I add doctors to the clinical account?

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

How to change the interface language?

1
Click on your username located in the upper right corner.
2
Select the "Language" item and set the option you need.

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

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.

Why do you offer subscription-based services?

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.

How much does Diagnocat cost?

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.

How do I cancel or suspend my current subscription?

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.

If I select a plan that includes 30 CBCT reports per month, but I only use 26 what will happen to the unused reports?

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.

How do I renew my subscription?

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 personal account.

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

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.

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

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.

For how long are the reports kept stored?

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

Where to find support chat?

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.

Technical requirements for the Web version when working in the Diagnocat personal account (login via browser)

You can do this directly from your browser, just follow these instructions. If the problem persists, please contact customer support using our chat feature.

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 Mbit/sec minimum, 20 Mbit/sec recommended
5
Internet connection for the 3D module: 20 Mbit/sec minimum, 50 Mbit/sec recommended

Do you recommend using Diagnocat with a specific Internet browser?

We recommend using the latest version of the Google Chrome.

Can I upload CBCT and X-ray images archived in zip format?

Diagnocat supports uploading files archived in *.zip format. However, the archived medical images 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.

What to do if CT image loading takes more than 7 minutes?

Download speed usually depends on your internet connection and the size of the image. If you notice that files are loading slowly, try the following:

1
Check your internet connection and make sure it is stable and fast. For example, using a free resource Speedtest by Ookla - The Global Broadband Speed Test the recommended download speed is 50 Mbit/sec
2
Make sure you have downloaded the correct image format that meets Diagnocat requirements.
3
Restart the application or refresh the page in the browser.
4
If you are using a VPN connection, try disconnecting it.

How do I change my account's password?

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

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

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 prompted window, select "Printer" and "Save as PDF"

My study failed to upload

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: .dcm (dicom). 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 using Speedtest by Ookla - The Global Broadband Speed Test. We recommend a minimum internet connection for the 2D module: 10 Mbit/sec, for the 3D module: 20 Mbit/sec

The image was uploaded, but the report was not created

The image may not have loaded properly, or the image format is different from the supported ones. Required formats for CBCT: .dcm (dicom). For 2D studies: .png, .jpeg, .tiff. Try re-ordering the report, but if the second attempt is unsuccessful, contact the support service via chat and send a link to the patient, the case will be examined. If the problem persists, please contact customer support using our chat feature.

An error occurs when opening the Diagnocat web page

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

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

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

How to clear cookies/cache in a browser?

1
On your computer, open Chrome.
2
Press the keyboard shortcut Ctrl + Shift + Del (in Windows) or Shift + ⌘ + Backspace (in 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.
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This page may include information about features and capabilities that may not be available or approved for use in all regions. Regulatory clearance or approval varies by country. To confirm availability and compliance in your region, please contact us. For more legal information, please visit: legal info. Diagnocat representatives and distributors.