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Error Messages A-Z

Search for the message you see and jump to what it means and what to do. Each entry starts with Where - the surface the message appears on - because they don't all show up in the same place:

  • In OmegaAI - an on-screen message you'll see directly in the web app.
  • Browser console - visible only if you open the console (F12); see How to Gather Diagnostics.
  • On the OmegaAI Link machine - in the Link's logs or in Windows Event Viewer; your IT/on-site staff can find these. Log path and locations are in How to Gather Diagnostics.
  • Internal monitoring - an alert RamSoft's systems raise; you won't see this in OmegaAI, but support may reference it, so it's listed here for recognition.

DCM_ASSO_TIMEOUT​

Where: OmegaAI Link logs (on the Link machine).

This is not an error. It appears repeatedly during normal operation and simply means the Link's receive listener timed out while idle, waiting for an incoming connection. Normal background behavior, never the cause of a transfer problem. If transfers are failing, look for DCM_ASSOCIATION_FAIL, DCM_ASSO_ERROR, or DCM_SERVICE_FAIL instead.

DCM_ASSO_ERROR​

Where: OmegaAI Link logs (on the Link machine).

Unlike DCM_ASSO_TIMEOUT above, this is a genuine failure: the Link's DICOM association attempt failed outright rather than simply timing out while idle. Treat it the same as DCM_ASSOCIATION_FAIL - the receiving system refused or aborted the connection. Check the receiving PACS's connection limits, AE title configuration, and availability. See Sends to another PACS keep failing.

DCM_ASSOCIATION_FAIL​

Where: the DICOM log in OmegaAI (and the Link logs).

The receiving system refused or aborted the DICOM connection, usually with Peer aborted Association (or never connected). Common causes: the receiving PACS caps simultaneous inbound connections, doesn't recognize your AE title, or is offline. After repeated failed attempts the task is marked Rejected and won't retry on its own - re-push it from the DICOM log once the receiving side is fixed. Note the status message reads "failed 10 times" but the send is actually attempted 12 times before rejection, so a task can look stalled while it still has retries left. See Sends to another PACS keep failing.

DCM_SERVICE_FAIL​

Where: the DICOM log in OmegaAI.

An individual image object failed to send after the connection was established. Often accompanies receiver-side rejections or antivirus interference - check Antivirus and EDR Exclusions first. If the Status Reason instead points to a transfer syntax or compression problem, see DCM_NOTSUPPORT_PROPOSED_CONTEXT / DCM_CANNOTCOMPRESS below.

DCM_NOTSUPPORT_PROPOSED_CONTEXT / DCM_CANNOTCOMPRESS​

Where: the DICOM log in OmegaAI (Status Reason column), or the OmegaAI Link logs.

These mean the transfer failed over image format compatibility, not a connection or network problem. DCM_NOTSUPPORT_PROPOSED_CONTEXT means the receiving PACS rejected the transfer syntax/presentation context the Link proposed. DCM_CANNOTCOMPRESS means the Link couldn't compress or transcode the image into a syntax the receiver accepts. Check the receiving system's supported transfer syntaxes and adjust the send configuration to match, or contact support if the receiver's requirements are unclear.

"Selected studies queued for distribution"​

Where: an on-screen message in OmegaAI, after you resend/distribute reports from the Worklist.

It means the report joined the outbound interface queue - it's a confirmation, not a delivery receipt. If the queue is stalled, resending only re-queues it, and a report can also go missing beyond RamSoft entirely (the receiving system not recognizing the physician). Collect example accession numbers and the affected date range and contact support. See Reports aren't reaching the EMR.

"An invalid value was presented for a property."​

Where: in OmegaAI, on the password-reset screen.

The reset backend rejected the request even though your new password met the rules - a platform-side fault, not something you did. Stop retrying - repeated failed attempts lock the account for around 30 minutes. Contact support with your login email and the time of the attempt; support can't set a new password on your behalf, but they escalate the fault, and once it's fixed you run Forgot Password yourself once more. See Password reset fails or keeps locking the account.

"We're experiencing a temporary issue in enabling Report Editing Lock feature. Please try again shortly."​

Where: in OmegaAI, in the Document Viewer when opening or signing a report.

The report-editing lock service could not start, usually a connection problem rather than anything you did.

Warning: the editing lock is not protecting this report

So that work isn't blocked, OmegaAI lets you keep editing when the lock service is unavailable. The trade-off is that the protection which normally prevents two people editing the same report at once isn't active while this message is showing. If someone else might also be working on this study, check with them before continuing rather than relying on the system to stop a clash.

Close other tabs/devices with the study open, wait a minute, hard refresh (Ctrl+Shift+R, or Cmd+Shift+R on a Mac), and reopen. If one report stays stuck, create a new report on the study and notify support. See I can't sign a report.

Where: Windows Event Viewer > Windows Logs > System on the Link machine.

The Link service is crashing. If it repeats, the Link is crash-looping. A failed auto-update is one cause, but a plain service stop (a reboot, a Windows update) or a brief network interruption at startup can produce the same signature. Contact support rather than repeatedly restarting. See OmegaAI Link is offline.

Where: the OmegaAI Link logs, or Event Viewer (Application) on the Link machine.

The Link logs may mention specific internal feature-flag service names (these are RamSoft-internal components, not anything you install or configure, you'd only ever see them in a crash log). If the Link is crash-looping and its log shows a feature-flag service failing to initialize, it usually means the Link build needs updating (or a feature-flag setting needs correcting). Either way the fix is on RamSoft's side, contact Support with the Link machine details and the exact log line. Antivirus exclusions (see Antivirus and EDR Exclusions) often need to be added at the same time.

RamSoft.OmegaAILink.exe faulting at KERNELBASE.dll (exception 0xe0434352)​

Where: Windows Event Viewer > Windows Logs > Application on the Link machine.

Usually workstation security policy blocking part of the Link's startup, most often Group Policy blocking PowerShell (the Link's updater relies on it) or Attack Surface Reduction (ASR) rules. IT adds ASR/antivirus exclusions for the Link directories and confirms PowerShell isn't blocked for the Link's service account, then reboots. A network adapter set to a Public profile is a less certain cause for this specific crash signature (it more often shows up as a connection-refused error instead, see below), but worth checking too if the other causes don't resolve it. Escalate to RamSoft if it persists.

"Access token has expired"​

Where: two different places, with different fixes.

In the browser (often noticed in the browser console while troubleshooting something else, like changes that won't save): your OmegaAI session has gone stale. Sign out and back in, or hard refresh (Ctrl+Shift+R, or Cmd+Shift+R on a Mac). A stale session like this can also make status changes appear not to stick - see The Worklist shows the wrong rows, or filters don't stick.

In the OmegaAI Link logs (the Link also drops offline or disappears from the device list): the Link device's security token expired and it can't re-authenticate itself. This needs a fresh Link install with updated credentials by RamSoft Support.

"No connection could be made because the target machine actively refused it <ip>:<port>"​

Where: the modality's own console, or the OmegaAI Link logs.

A worklist (MWL) query or DICOM send couldn't reach the Link: wrong IP/port, the Link service is stopped, or a firewall is blocking the port. See Test Connection to a station fails.

"Free Space C:" / low-disk-space alert on the OmegaAI Link machine​

Where: raised by monitoring rather than shown in OmegaAI - typically an automated email with a subject like "Urgent - OAI Link Service Alert", or support may mention it to you. The exact wording and threshold vary by monitoring setup.

What it means for you: the Link machine's drive is filling up, so transfers slow down or stall. What you'll actually notice is slow or stopped transfers (see Transfers are slow). Fix: free up disk space, delete leftover ..._update folders (see Disk housekeeping), or move the Link's image folders to a larger data drive and update the antivirus exclusions to that drive.

"Failed to update user: Duplicate User NPI/ID is not allowed."​

Where: in OmegaAI, when an administrator saves a user. A stray } character may appear at the end of the message on screen, that's a cosmetic display issue, not part of the error.

This NPI/ID is already registered to another user account in OmegaAI. Two things make the conflicting account hard to find, and both are normal: the check is system-wide, so the other account may sit in an organization you can't see, and deactivating an account doesn't release its NPI, so a deactivated account still triggers this. If a search of your own active users turns up nothing, that doesn't mean the message is wrong.

What to do depends on which case you're in, and both are covered in Permissions, Roles and Organizations: when creating a new user you may get a dialog offering to add the existing profile to your organization; when editing an existing account the save is simply blocked, and there's a documented NPI swap workaround you can run yourself. Contact support with both usernames and the NPI if neither path resolves it.

"Cannot overwrite ramsoft burner because it is currently in use"​

Where: on the workstation, during CD burning.

A previous CD-burn process is stuck. End the stuck burner process (or reboot the workstation) and retry.

InterFAX 9951 / 6017​

Where: the fax/distribution log in OmegaAI.

Two commonly-seen codes: 6017 = receiving line busy, which is confirmed to be on the recipient's end and usually clears on retry. 9951 = a general telephone-network or line failure, most often on the receiving end, though the code alone doesn't prove which end failed. For both, retry later before escalating - resending after a delay is what resolves the majority of these.

Several other codes do point clearly at the receiving end (no answer, number not operational, call rejected, fax-machine incompatibility). Outbound faxes are failing lists those and what to do about each, use it rather than guessing from the code alone.

Codes not in that list generally aren't receiving-line problems: quota or credit messages mean the organization's faxing credits need topping up (contact support or account management), and rendering or internal-system errors mean the fax couldn't be generated on RamSoft's side. For any code you can't place, contact support with the code and the message text from the Failed Reason column.

Patient information doesn't match the study​

Where: in OmegaAI, in the Document Viewer, before signing.

Patient safety: verify before you sign

Checking that a report's patient details match the study is your check to make, every time. Some organizations also see an on-screen mismatch warning before signing, but do not rely on one appearing: always visually confirm the patient name, date of birth, and ID shown match the study before signing. If a warning does appear, treat it as a stop signal rather than a prompt to click through. When in doubt, stop and verify.

If you notice a mismatch: log out and back in, reopen the report from the Worklist, and verify the patient banner before signing. If it persists, do not sign, report it to your administrator and RamSoft Support immediately. See The report or viewer shows the wrong patient's information for the full safety guidance.

"Temporary Mass Update Limit"​

Where: in OmegaAI, when doing a bulk Worklist action.

Bulk operations are capped at a limited number of studies per action. The full on-screen message names the cap, for example "Temporary Mass Update Limit: Please select a maximum of N studies." Split the selection into smaller batches. The cap is set by RamSoft rather than in your organization's settings, so contact support if you need it raised.