Troubleshooting
DICOM study won’t open? Fixes for common problems
Most studies that fail to open have one of a few causes: the download or copy is incomplete, only the disc’s viewer was copied, the files are a proprietary project rather than DICOM, the archive is encrypted, or the link leads to a web page instead of a file. Each has a quick fix below; if none helps, contact support.
Quick diagnosis
| Symptom | Likely cause | Fix |
|---|---|---|
| “Nothing recognised” | Only the viewer or autorun files were imported | Import the whole disc folder or ZIP |
| Some slices or series missing | Incomplete copy or download | Copy or download again; compare size with the source |
| “The link returned a web page” | Portal link to an online viewer, not a file | Use the portal’s download button or ask for a direct link |
| Password prompt | Encrypted ZIP, RAR or 7z | Ask the sender for the password |
| Only .inv, .apj or a project folder | Proprietary format, not DICOM | Ask the clinic to export standard DICOM |
| Slow or closes on a big study | Device memory | Open one series at a time; close other apps; use an iPad with more RAM |
| “Not enough space” | Device storage full | Free space; archives need room to unpack |
Incomplete downloads
Large studies downloaded over mobile data or in the background are sometimes cut off. Ossidex resumes interrupted link downloads where the service allows it and warns when an archive is truncated. If a ZIP is damaged, download it again on Wi-Fi, or ask the sender to re-share.
Wrong part of the disc
Selecting just the .exe viewer or one subfolder leaves the images behind. Always import the top-level disc folder. See discs with only a Windows viewer.
Proprietary files
Some software saves projects in its own format. These are not DICOM and cannot be opened by third-party viewers. Standard DICOM export is available in Planmeca Romexis, Sidexis, CS 3D Imaging, Ez3D-i, OnDemand3D, NNT and Invivo — ask for it.
Contact support
We regularly add support for new disc layouts. Write to support@ossidex.com or use the support form and include: where the scan came from (clinic or scanner brand), how you received it (disc, ZIP, link), a screenshot or list of the top-level folder, and the message Ossidex showed. Please do not send patient images unless we ask and you are allowed to share them.
Messages and what they mean
| What you see | Likely cause | What to do |
|---|---|---|
| Nothing recognised / no usable content | Only the viewer program or the DICOMDIR was imported | Import the whole disc folder |
| You picked a Windows program | The disc’s .exe viewer was selected | Use the suggested button to choose the folder |
| Archive incomplete or unreadable | The download stopped early or the file is damaged | Download again; for a link, let Ossidex resume |
| Password needed | The archive is encrypted | Ask the sender for the password |
| Page instead of a file | The link opens a web viewer | Ask for a direct download, Drive, Dropbox or WeTransfer link |
| Proprietary format | Vendor project files, not DICOM | Ask for a DICOM export |
| Not enough space | Unpacking needs temporary space | Free space of roughly twice the archive size |
Files that older versions skipped
Some discs contain DICOM images without the usual unique identifiers (UIDs), or clinical photos saved as JPEG without a file extension. Since version 1.11.1 Ossidex recovers both: images without UIDs are grouped into a study automatically, and extension-less JPEGs are kept with the study they came with. If a disc failed on an earlier version, update the app and import it again.
What to send support
- The message Ossidex showed (a screenshot is ideal).
- The disc or archive layout: a screenshot of the top-level folder in the Files app.
- Where the study came from (clinic, scanner brand, software), if you know.
- Please do not send patient images unless we ask and you have the right to share them.
Write to support@ossidex.com or use the contact form. New disc layouts are added to the app regularly.
Frequently asked questions
Ossidex says the archive needs a password I don’t have.
The sender encrypted it. Only they can give you the password.
Can Ossidex open JPEG or PDF files from a clinic?
Photos and PDFs inside a study are kept with it, and JPEG images without an extension are recovered. A report PDF on its own is a document, not an image study.
My study opens in 2D but MPR is not available.
MPR and 3D need a series of parallel slices and, on your own studies, Pro. Scouts, single X-rays and some MRI series cannot be reconstructed.
Where do I report a bug?
Use the support form or email support@ossidex.com.
Related pages
Support
Get help with Ossidex DICOM Viewer. Contact us for questions, feedback, or technical issues, and find quick answers about import, subscriptions and privacy.
Open a DICOM CD on iPhone or iPad
Open a CT, MRI or CBCT disc from a hospital or dental clinic on iPhone or iPad: copy the disc folder, import it in Ossidex, and skip the Windows viewer.
Open a scan from a cloud link
Open a CT, MRI or CBCT shared via Google Drive, Dropbox, OneDrive, WeTransfer or iCloud on iPhone or iPad: paste the link in Ossidex to download it.
Supported formats: every DICOM file, disc and archive Ossidex opens
Full list of what Ossidex opens on iPhone and iPad: DICOM, DICOMDIR, Enhanced multi-frame, NIfTI, JPEG 2000/HTJ2K/JPEG-LS, ZIP, RAR, 7z, ISO and more.