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Troubleshooting
How do I send a large CBCT or DICOM study?
Check size, type, uploading and security checking. For an unsent handover, open its saved server draft; incomplete parts require the exact original file.
Uploading and checking are separate
Check the limits in the form. A ZIP can preserve a folder of DICOM files; exclude executables and scripts. An accepted transfer is not a ready file: wait for security checking. You can complete recipient and access settings meanwhile, but final sending remains restricted to ready files.
Continue the same handover
In Send files choose Continue a saved handover, or use Continue handover in the draft detail. Files already recorded on the server are shown without needing another upload. Continuation is only for an unsent outgoing draft for the current clinic without recipients, keys or access grants. For interrupted incomplete parts, follow the saved upload and reselect the exact original file; another file with the same name is not a substitute.
Blocked, archived or failed file
Check the particular file’s state. A file being checked is not ready; retrying alone cannot send a blocked or unavailable file. Use the retry or removal action shown for a failed upload. An archived file may need preparation in the handover. Open the saved handover for its files and history, or Problem with this handover for support; include no medical files, PIN or protected link in the request.
Sending is unconfirmed
If recipient or sending confirmation does not arrive, open the saved handover and check history before another action. A recorded recipient or access grant means it can no longer be restored as an empty draft in this form. After an SMS failure, check the number, stated cause and retry time shown; the existing link can be shared through another authorized channel with its PIN separately.
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- Find and prepare an archived file
Last updated: 13/10/2026
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