Troubleshooting
”Calibration required” appears when I try to place a template or measure
The radiograph hasn’t been calibrated. Click Calibration in the sidebar and set the scale first. See Calibrating radiographs.
A template’s overlay is the wrong size
Check the calibration before suspecting the template. A misplaced calibration marker, or a marker on a different plane than the bone, will throw every subsequent measurement and overlay off. Re-calibrate and the template should snap to correct size.
Auto-calibration picks the wrong object
In the Read from this film panel, choose No scale from this film — set it later and press the button at its foot. (Its × also throws away a side read off a lead marker, which you may want to keep.) Then open Calibration and use Circle over the correct marker: Auto sweeps the whole film again and can land on the same object, and asks for a click only when it finds nothing or more than one candidate.
Auto-detection results look wrong (calibration, side marker, TPLO trace)
The scale is never applied on its own: it takes effect only once you agree to it in the Read from this film panel. The side is different — it is filled in as the film arrives, from the DICOM header, a lead L/R marker, or the file name. A side read from text shows a ? until you confirm it, and where the sources disagree it is left blank. Change it from the Left/Right chip on the film’s bar.
They are starting points, not authorities. Verify visually before planning off any of them — auto-detection is least reliable on lower-quality radiographs.
Templates take a moment to load on first session
The mount-time prefetch warms the template cache in the background after the app loads. If you swap or place a template within the first few seconds of opening the app, the first one may take an extra moment. Subsequent placements are instant.
A case won’t open / radiograph stuck loading
Check your internet connection — cases and radiographs are stored in cloud storage and need to fetch on first open. Recently-opened cases stay cached in memory for the session and reopen instantly.
A case someone shared with me isn’t in my gallery
It depends which way it was shared, and the two behave differently.
Named by email. If a colleague added you to the case by your email address, it does appear in your gallery, under Shared → Shared with me. Check you are on that tab and not Shared by me, which lists your own cases. If it is there but not on Home, you have either filed it in one of your folders or taken it off your gallery; if it was taken off, its Put back on my gallery button brings it back. If it still isn’t there, ask them: the usual cause is that they typed a different address from the one you sign in with, but they may also have given you access with an end date that has passed, taken you off the case, or deleted it.
A referral link. This never appears in your gallery, and it never will. It opens its own read-only viewer in the browser and works whether or not you have an account. Keep the link — bookmark it — because that is the only way back to the case.
A practice case has disappeared from my gallery
If it has gone from everyone’s gallery, the practice’s owner or a manager has probably deleted it — they can delete any case in the practice, including one you imported. It waits 30 days in their trash, and any of them can restore it, so ask them. If it has gone only from yours, you may have taken it off your gallery: your own case is under Shared → Shared by me, a colleague’s under Shared → Shared with me, and Put back on my gallery brings either back.
A referral link says it can’t be opened
Four things stop a link working:
- The owner has revoked it.
- It has passed its expiry date.
- It needs a PIN and the one entered was wrong. After about five wrong tries the link locks for around fifteen minutes.
- The owner has deleted the case. A link points at the case rather than holding a copy, so once the case is gone there is nothing to show.
A wrong PIN is named as such. Revoked, expired and deleted are not told apart — a link that has been withdrawn, has run out, or whose case has gone simply reports that it is no longer available. That is deliberate: the viewer is open to anyone holding the address, so it gives away as little as possible about a case it will not show.
Separately, the viewer will say when it cannot reach the Librevet sharing service — on a link with a PIN it reads PIN-protected links cannot be opened right now. That one is not the link’s fault and not the owner’s: wait a few minutes and open it again.
Otherwise only the owner can help — ask them to send a fresh link, or the PIN.
Slow performance / laggy canvas
Try closing extra browser tabs, especially other heavy apps. The X-ray viewer keeps decoded radiograph images in memory, and large radiographs can use significant RAM. If problems persist, report it from Help & Feedback (bottom right) on the BUG tab — your browser, system and screen size go with it automatically.
A measurement looks correct but my colleague’s same measurement is different
Calibrations are stored per-radiograph. If two people open the same case and one re-calibrates, the new calibration overwrites the old. If you suspect this, re-run calibration yourself before trusting the measurement.