A file will not open
The message names the problem:
| Message | What to do |
|---|---|
| "… (transfer syntax …) isn’t supported yet" | The file uses a compression Clearshot cannot read yet, such as HTJ2K. Export uncompressed DICOM, or JPEG Lossless, JPEG-LS, JPEG 2000, RLE or JPEG Baseline. See Compatibility. |
| "12-bit JPEG (Extended) isn’t supported" | Export uncompressed or a lossless format instead. |
| "Not a readable DICOM file" | The file is damaged or is not DICOM. Export it again from the DR software. |
| "The file has no image (pixel data) in it" | It is a header-only or report file. Export the image itself. |
| "Colour images aren’t supported" | DR images are greyscale. Export the greyscale image, not a screenshot. |
| "File too large (100 MB max)" | Export at the native size without extra frames, or split a multi-frame file. |
The viewer is slow, or filters take a while
Heavy filters use the graphics card through WebGPU in current Chrome, Edge and Safari. Older browsers, and some phones, use the CPU instead: the result is the same, just slower. You see a quick quarter-resolution preview first. Update your browser, or use a desktop for very large images.
The client’s code email has not arrived
Ask them to check the junk or spam folder, then use Send a new code. Make sure they typed the email correctly; Use a different email lets them correct it. Codes expire after 10 minutes, and repeated requests are rate-limited, so they may need to wait a few minutes.
Measurements show pixels, not mm
Either the file has no pixel spacing in its header (check your DR software’s DICONDE export settings so pixel spacing is included), or it is a Picture only JPEG/PNG/GIF/BMP, which never has calibration. Ask for the DICONDE original.
Other messages
| Message | Meaning |
|---|---|
| "Your subscription is not active — choose a plan in Billing." | The trial has ended or a payment has failed. See Plans and billing. |
| "Your plan’s AI allowance … is used up" | The monthly AI questions are used. Upgrade in Billing, or wait for next month. |
| AI limit reached (60 an hour) | Try again later. |
| "This link has expired or been revoked." | The share link has passed its expiry or was revoked. Ask the sender for a new one. |
| "That link has expired — request a new one." | The sign-in link is old. Request a new one from the sign-in page. |
| "This device’s GPU can’t render … in one pass" | The full-image export is too big for this device. Use Current view, or export on a desktop. |
Still stuck? Email hello@testinspect.com with the job reference and, if a file will not open, a sample file that is not from a client job.