How to Use This Section
The Troubleshooting & FAQs section collects the most common issues reported to RamSoft Support, together with the steps that resolve them in most cases. Before opening a support ticket, check whether your issue is covered here - many problems can be resolved in a few minutes without waiting for a response.
Finding your issue
There are three ways to find help:
- Search - use the search bar at the top of any page. Type the message you see on screen (for example, "study not found" or "OTP not received") or a few keywords describing the problem. Troubleshooting entries are indexed by symptom, so searching for what you see usually works better than searching for what you think the cause is.
- Browse by product - issues are grouped in the sidebar by topic under OmegaAI and Blume Patient Portal; expand each to see the full list of categories.
- Follow links from articles - a growing number of feature articles in the User Guide include a Troubleshooting section at the bottom linking to the issues most relevant to that feature (for example, OmegaAI Link and the Image Viewer). If an article doesn't have one yet, use Search or Browse by product instead.
Two other pages in this section can help you find your issue faster:
- Check Error Messages A-Z if you have the exact error text.
- Check Frequently Asked Questions for quick answers on common setup and configuration questions.
First, rule out your setup
Many viewer, login, and performance problems come down to the browser, hardware, or network rather than OmegaAI itself. Before digging into an article, run the OmegaAI System Check - it tests your browser, CPU, GPU, memory, and connection against the requirements and tells you exactly what to fix. It resolves a large share of "it's slow / images won't load / I can't sign in" cases on its own.
How each entry is structured
Most troubleshooting entries follow this format so you can scan them quickly. Entries for deeper technical issues also include a short "Where to look" step between Symptoms and Likely causes, pointing you to the exact log, screen, or diagnostic to check.
| Part | What it tells you |
|---|---|
| Symptoms | What you see on screen - error messages, unexpected behavior |
| Where to look (deep/technical issues only) | Where in OmegaAI, the logs, or the browser console to find the evidence before you review likely causes |
| Likely causes | The most common reasons this happens, in order of likelihood |
| What to try | Step-by-step actions, starting with the fastest and least invasive |
| Still stuck? | What information to gather before contacting support. Some entries substitute a titled "If you need to contact support, send this" box for this row instead |
Important: how to use this guidance safely
This section provides general troubleshooting guidance based on common support cases. It may not reflect your organization's specific configuration, user roles, or software version, and it is not a substitute for RamSoft Support or your organization's own policies and procedures.
OmegaAI includes a regulated medical device component (the Image Viewer). This content does not replace clinical judgment, and it is not clinical or medical advice. If an issue affects patient safety or data integrity (for example, mismatched patient information on a study or report), stop, do not proceed, and follow your organization's escalation process and contact RamSoft Support immediately. In particular, do not use the Merge Study or Link & Merge Patient feature to try to resolve a suspected patient mismatch yourself. Neither has a self-service undo: recovering from a wrong merge requires RamSoft's involvement and may not restore everything downstream (reports, distributions, sends already made). Contact RamSoft Support first.
Always verify patient and study details against the source before acting on them.
When to contact support right away
This guide covers the most common, self-serviceable issues - but it can't cover everything. Contact RamSoft Support (don't keep troubleshooting) when:
- The issue touches patient safety or data integrity - mismatched patient info, a study or report showing the wrong patient. Stop and escalate immediately.
- Multiple users or your whole site are affected, or OmegaAI is down for everyone (first check status.omegaai.com).
- You see an error or behavior that isn't listed here, especially shortly after a new release - newly introduced issues won't be documented yet, and reporting them early helps everyone.
- A fix here says it requires RamSoft (interface/HL7 engine changes, server-side resets, licensing, initial OmegaAI Link installation).
Reporting something we haven't documented is genuinely useful - it's often how the next article gets written. When you do, include the details below.
Contacting support
If the steps in an entry don't resolve your issue, contact support through your organization's usual channel. Most troubleshooting entries end with a bolded "Still stuck?" line telling you what to gather for that specific problem; some entries (especially technical or on-premise issues like OmegaAI Link problems) instead end with a titled "If you need to contact support, send this" box covering the same information.
If you're not sure how to locate the accession number, the browser console, or the relevant logs, see How to Gather Diagnostics for Support.
Providing all of the following up front is the single biggest thing you can do to speed up resolution:
- The exact error message - a screenshot is ideal
- The date and time it happened, including your time zone
- The accession number involved, if applicable
- The organization / facility and the affected user or workstation
- What you already tried from the troubleshooting entry
Identify studies to support using the accession number. A patient ID is itself an identifier, so avoid sending one over email. Do not include the patient's name, date of birth, or other identifying details, especially over email, which is not a secure channel.