Help & Documentation

Help Home
User Guide

Troubleshooting Guide

This guide helps you resolve common issues you may encounter while using the Fundus Image Management System. Find solutions to technical problems, error messages, and workflow issues.

Login and Access Issues

Cannot Log In

Problem: Unable to access the system with your credentials

Solutions: 1. Check username and password: - Verify your credentials are correct - Check for caps lock and num lock - Ensure no extra spaces before or after text

  1. Reset password:
  2. Click "Forgot Password?" on the login page
  3. Enter your registered email address
  4. Follow the instructions in the reset email

  5. Check spam folder if email doesn't arrive

  6. Account issues:

  7. Contact your administrator to verify account status
  8. Check if your account has been locked due to failed attempts
  9. Confirm your account is still active

Account Locked

Problem: Account temporarily locked after multiple failed login attempts

Solutions: 1. Wait 30 minutes for automatic unlock 2. Contact your administrator for immediate assistance 3. Use password reset if available

Permission Denied

Problem: Cannot access certain features or pages

Solutions: 1. Verify you're using the correct account for your role 2. Check with your administrator about your permissions 3. Ensure you're accessing the correct module for your role

Image Upload Issues

File Upload Fails

Problem: Images won't upload or upload process fails

Solutions: 1. Check file requirements: - Verify file format (JPG, JPEG, PNG only) - Ensure file size is under 5MB - Check that files are not corrupted

  1. Internet connection:
  2. Test your internet connection speed
  3. Try uploading with a wired connection

  4. Avoid uploading during peak network hours

  5. Browser issues:

  6. Clear browser cache and cookies
  7. Try a different browser (Chrome, Firefox, Safari)
  8. Disable browser extensions temporarily

  9. Update your browser to the latest version

  10. System limits:

  11. Check if you've exceeded your upload quota
  12. Verify you're not uploading more than 100 files at once
  13. Contact administrator to increase limits if needed

Duplicate File Error

Problem: System reports duplicate files during upload

Solutions: 1. Check if you've already uploaded these images 2. Verify files are not exact duplicates (same content) 3. Rename files if they have the same name but different content 4. Contact administrator if you believe this is an error

ZIP Upload Issues

Problem: ZIP archive upload fails or processes incorrectly

Solutions: 1. Verify ZIP structure: - Ensure proper folder naming convention - Check that ZIP contains only allowed file types - Verify ZIP is not corrupted (try opening it first)

  1. Size and content:
  2. Keep ZIP under 100MB
  3. Remove any unnecessary files

  4. Ensure no password protection on ZIP

  5. Security checks:

  6. System scans for malicious content
  7. ZIPs with executable files will be rejected
  8. Ensure ZIP doesn't contain path traversal attempts

Grading Issues

Cannot Access Grading Tasks

Problem: No tasks appear in your grading dashboard

Solutions: 1. Check your role permissions 2. Verify you're assigned to the correct lab unit 3. Adjust filters to show all task statuses 4. Contact administrator if tasks should be available

Image Viewer Problems

Problem: Images don't display correctly or viewer tools don't work

Solutions: 1. Display issues: - Refresh the page - Clear browser cache - Try a different browser - Check internet connection stability

  1. Viewer tools not working:
  2. Enable JavaScript in browser settings
  3. Disable ad blockers temporarily
  4. Update browser to latest version

  5. Try keyboard shortcuts as alternatives

  6. Performance issues:

  7. Close other browser tabs
  8. Reduce image quality settings if available
  9. Use a device with sufficient memory
  10. Try during off-peak hours

Grade Submission Errors

Problem: Cannot submit grades or receive error messages

Solutions: 1. Validation errors: - Ensure all required fields are completed - Check that you've selected a grade for each disease - Verify your comment doesn't exceed character limits

  1. Submission failures:
  2. Check internet connection
  3. Save your work as draft if possible
  4. Try submitting again after a short delay

  5. Note any error messages for support

  6. Access denied:

  7. Verify you have permission for this task
  8. Check if task is already being graded by someone else
  9. Confirm task is in the correct state for your role

Performance Issues

System Running Slow

Problem: Pages load slowly or system responds slowly

Solutions: 1. Browser optimization: - Clear browser cache and cookies - Close unnecessary tabs and extensions - Update browser to latest version - Restart your browser

  1. Network issues:
  2. Test internet speed
  3. Try a wired connection
  4. Avoid peak usage times

  5. Contact IT if network issues persist

  6. Device performance:

  7. Restart your computer
  8. Close other applications
  9. Ensure sufficient available memory
  10. Try on a different device

Timeouts and Disconnections

Problem: Sessions timeout or lose connection

Solutions: 1. Session management: - Save work frequently - Note that sessions timeout after inactivity - Use "Stay logged in" option if available - Avoid long periods of inactivity

  1. Connection stability:
  2. Use stable internet connection
  3. Avoid working during network maintenance
  4. Save progress before moving between pages
  5. Contact IT for persistent connection issues

Error Messages

Common Error Messages

"Invalid credentials" - Check username and spelling - Verify password is correct - Ensure caps lock is off - Reset password if needed

"File format not supported" - Use only JPG, JPEG, or PNG files - Check file extensions - Convert files to supported format - Verify files are not corrupted

"Upload quota exceeded" - Check your remaining upload quota - Delete unnecessary uploads if possible - Contact administrator to increase quota - Wait for quota reset if applicable

"Permission denied" - Verify your role and permissions - Contact your administrator - Use correct account for your role - Check if you need additional training

"Task not available" - Task may be assigned to another user - Check if task is in correct state - Verify your lab unit assignments - Contact administrator for assistance

Browser Compatibility

Supported Browsers

  • Chrome (latest version)
  • Firefox (latest version)
  • Safari (latest version)
  • Edge (latest version)

Browser Settings

Required settings: - JavaScript enabled - Cookies enabled - Pop-up blockers configured to allow site - TLS 1.2 or higher enabled

Mobile Access

Supported devices: - Tablets (10-inch or larger recommended) - Modern smartphones (limited functionality) - Use latest browser versions - Ensure stable internet connection

Getting Help

Self-Service Options

  1. Check this guide for common solutions
  2. Review FAQ section in the system
  3. Try basic troubleshooting (refresh, restart, retry)
  4. Check system status for known issues

Contacting Support

When contacting support, provide: 1. Your username and role 2. Description of the problem 3. Steps you've already tried 4. Error messages received 5. Time the issue occurred 6. Browser and device information

Emergency Issues

For urgent issues affecting patient care: 1. Contact your system administrator immediately 2. Use alternative processes if available 3. Document the issue and impact 4. Follow your institution's emergency protocols

Preventing Issues

Best Practices

  1. Regular maintenance:
  2. Keep browser updated
  3. Clear cache periodically
  4. Maintain stable internet connection

  5. Use supported devices

  6. Work habits:

  7. Save work frequently
  8. Log out when finished
  9. Don't share credentials

  10. Report issues promptly

  11. System usage:

  12. Follow recommended procedures
  13. Don't exceed system limits
  14. Use appropriate file formats
  15. Monitor your quotas

Training and Resources

  • Attend system training sessions
  • Review documentation regularly
  • Stay updated on system changes
  • Participate in user forums if available

System Maintenance

Scheduled Maintenance

The system may be unavailable during: - Regular maintenance windows (usually announced) - Emergency updates (rare) - Security patches (minimal downtime)

Maintenance Notifications

  • Check system announcements
  • Subscribe to email notifications
  • Follow internal communications
  • Plan work around maintenance periods

FAQ

General Questions

Q: Can I access the system from home? A: Yes, with appropriate permissions and secure connection.

Q: What happens if I lose internet connection while working? A: Your work may not be saved. Save frequently and ensure stable connection.

Q: Can I share my login with colleagues? A: No, sharing credentials violates security policies.

Technical Questions

Q: Why do images sometimes load slowly? A: Large file sizes, network congestion, or high system demand can affect loading times.

Q: Can I use the system on a tablet? A: Yes, tablets are supported with some limitations. Use a 10-inch or larger device for best experience.

Q: What if I forget my password? A: Use the "Forgot Password" feature or contact your administrator.

Workflow Questions

Q: Can I revise my grade after submission? A: Yes, within specific time limits depending on your role and task status.

Q: How do I know if my upload was successful? A: Check the upload results page and your upload dashboard for confirmation.

Q: Who do I contact for technical issues? A: Contact your system administrator or IT support department with details about the issue.