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Frequently Asked Questions

All Common Technical

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.