Frequently Asked Questions
Quick answers to the questions RamSoft Support hears most often. For step-by-step fixes to specific problems, see the troubleshooting pages in this section.
General
I can't log in, or my account is locked
See Login and Access Issues for the full troubleshooting flow, it covers failed sign-in, invitation/password-reset emails that never arrive, repeated-attempt lockouts, and MFA lockouts.
OmegaAI seems down or slow for everyone - is it just us?
Check status.omegaai.com first. If an incident is posted, no ticket is needed - refresh your browser once the status page shows resolution. If problems persist after resolution (for example, an order stuck in the wrong status), open a ticket for that specific residue with the accession number. If nothing is posted and multiple users at your site are affected, contact support and mention how many users/locations are impacted.
Which browsers are supported?
OmegaAI is a zero-footprint web application, but it's compatible exclusively with Chromium-based browsers: use the latest stable version of Chrome, Edge, or another Chromium-based browser such as Opera. Safari and Firefox are not supported. Avoid beta or experimental builds, and keep hardware acceleration enabled, staying on the latest stable release resolves a large share of viewer issues.
Note that this applies to OmegaAI itself. The Blume patient portal is a separate application, so don't apply this restriction when advising patients.
What are the system requirements, and how do I check my setup?
Run the OmegaAI System Check - it automatically tests your browser, hardware, GPU, and network and tells you exactly what to fix. If a diagnostic workstation is sluggish or the viewer struggles, this is the fastest way to find out why.
Requirements differ for general use versus diagnostic image review:
| Requirement | General use | Diagnostic image review |
|---|---|---|
| CPU | Intel Core i5 (10th Gen+) or AMD Ryzen 5 5000 series, 4+ physical cores | Intel Core i7/i9 (11th Gen+) or AMD Ryzen 9 (5000 series+) |
| RAM | 16 GB | 32 GB |
| Graphics | Not required | Dedicated GPU with 4 GB+ VRAM |
| Display | 1920 x 1080 or higher | 2560 x 1440 or higher, medically calibrated |
| Free storage | 50 GB SSD | 100 GB SSD |
| Network | Wired Ethernet, 1 Gbps recommended | Wired Ethernet, 1 Gbps recommended |
Consumer internet plans often have much lower upload than download speeds, which slows uploading studies or adding DICOM files from the browser. Check both when testing your connection.
Cookies and local storage must be enabled, and hardware acceleration should be on. For the full list, including operating systems, browser settings, VPN guidance, and known Intel GPU workarounds, see System Requirements.
Does OmegaAI work on mobile devices?
Yes. The web application is responsive, and the Image Viewer has a dedicated mobile experience - see the Mobile Image Viewer guide. Diagnostic interpretation should always be done on displays that meet your jurisdiction's requirements.
Why don't I see a feature that's described in this manual?
Feature availability depends on your organization's configuration and your user role's privileges. Start with your administrator, who can check whether it's enabled for your role. Not everything is a role setting though, some capabilities are enabled per organization by RamSoft rather than locally, so if your administrator confirms it isn't a permissions issue, they can raise it with RamSoft Support.
Studies and Data
How long does it take for a study to appear after the modality sends it?
Typically under a minute once the transfer completes. Large studies or limited site bandwidth can extend this. If a study still hasn't appeared after the modality confirms the send, see DICOM and Image Transfer Issues.
Can I recover a study that was deleted by mistake?
Contact RamSoft Support promptly, and treat deletion as permanent from your side: there's no administrator-facing restore, recovery is backend work by RamSoft and is not guaranteed. Include the accession number and the approximate deletion time (with time zone), and report it as soon as you notice. If the images are still on the modality or on media, re-sending them is usually the faster and more reliable route than waiting on a restore.
Why does the same patient appear twice in search results?
Two registrations were created with differing demographics (for example, a name spelling or date-of-birth mismatch), producing duplicate records. See Link and Merge Patient Workflow for the step-by-step process, flag duplicates rather than working around them, since duplicates also affect what patients see in Blume.
Patients and Blume
A patient says they never received their invite to Blume. What's the first thing to check?
Confirm from the OmegaAI side whether the invite was actually sent before assuming it failed: go to the left-side navigation panel > Logs > Email Log and filter by the patient's email address. If the log shows it was sent, the issue is on the receiving end, spam filtering or a wrong address on the patient record (correct it and resend it from the Blume badge on their email row in Contact Information). Note that a returning patient who already has an active Blume account will not automatically get a re-triggered invite by design, the manual Resend button still works regardless. See Blume Patient Portal Issues for the full checklist.
A patient says they can't see their study in Blume. What's the first thing to check?
That the email on the patient's record matches the email the patient used to sign in to Blume (matching is not case-sensitive, but a typo, extra whitespace, or a different address entirely will still cause a mismatch), this is the most common cause.
If you're correcting a typo in a patient's email, confirm the corrected address doesn't already belong to a different patient's active Blume account before saving. Accounts are linked by email match, correcting one patient's email to an address already tied to someone else's account can link that patient to the wrong account.
See Blume Patient Portal Issues for the full checklist.
Can patients share their images with another doctor?
Yes, and the two routes behave differently:
- Patients sharing from Blume: these links expire automatically after 24 hours. If a recipient reports an expired link, have the patient send a new one.
- Staff sharing from OmegaAI: these links do not expire on their own.
Because a staff-generated link stays valid, treat it as sensitive indefinitely: send it only to the intended recipient, and if one may have reached the wrong person, contact RamSoft Support straight away rather than waiting for it to lapse.
Access to shared studies is recorded in the audit log. If you need to know what the audit log captures, or exactly how sharing is configured for your organization, ask RamSoft Support rather than assuming.
See Sharing from OmegaAI for how sharing works.
Getting Help
What information should I include in a support ticket?
The exact error message (screenshot preferred), date and time with time zone, the accession number involved, and what you already tried. See How to Use This Section for details.
Where can I see what's new in OmegaAI?
Release announcements are posted under New Releases, and monthly highlights appear in the Newsletter.