Troubleshooting

Sometimes you can come across an issue or error that could be easily fixed. This is a quick guide on how to fix an issue on your own.

1. The exam is taking too long to be uploaded onto the platform

Mostly this issue occurs when there is a problem with the internet speed. To check your internet speed we recommend using Speedtest by Ookla, but any other test service of your choice is great.

Take a look at the upload speed - quite low, this is the issue that makes your exam upload for too long. A file of 20MB with an upload speed of 20megabits takes around 8 seconds to be uploaded.

To fix the issue, please reach out to your internet provider. If the upload speed is great but the issue persists, please let us know.

2.
‘error_dicom_meta_exam_is_report:
error_fileset_has_only_two_dimensions_in_pixel_data:
error_only_2_dimensions_pixel_data_possibly_fundus:
error_dicom_meta_exam_is_fundus:

These are the errors that pop up whenever you upload a file with a non-supported format (report or fundus image). Please feel free to check our guide for the recommended file formats - https://docs.altris.ai/docs/recommended-file-conditions

Choosing the right file format significantly decreases the chance of potential errors.

3. For these errors:
failed_scans_extraction - images haven’t been extracted
error_dicom_meta_empty_pixel_data - the required metadata is missing
error_dicom_meta_exam_has_forbidden_mime_type - the required metadata is missing

You're uploading the wrong file. Use DICOM/Images with Horizontal B-Scan Scans, with not empty Pixel Data attribute in DICOM meta-data. If you have issue with exporting of the right File format, please, contact your OCT distributor.

📘

For other errors, please try using these strategies:

1. Signing out and into your Altris AI account
2. Clearing your cookies & cache.
   To clear your cache, go to the three dots in the right hand corner of the screen, go to ‘Clear browsing data’ and choose ‘Cookies’ & ‘Cache’ to clear. Log into your Altris AI account again.
3. Switching to any other browser (preferably not Microsoft Edge).

If the issue persists and none of the strategies above helped, please let us know ASAP at [email protected]. We’ll be happy to help.