Common issues
Most issues in CBCTHub have known causes and a quick fix. Look for your case below before writing to support — you will probably solve it in 2 minutes.
Exam upload
The exam never finishes loading. It is almost always a slow connection. Wait a few minutes; if it takes too long, reload the page — when you drag the same folder again, files already there are skipped automatically. You will not duplicate anything.
“No space available”. You hit the plan limit. Click the X GB / Y GB indicator on the My exams header to see which exams take more space, delete the ones you no longer need, or move to a larger plan.
“Main series not detected”. The folder has several series and CBCTHub could not identify the CBCT one. Check that the folder only contains the volumetric series (the heaviest one, typically 200–700 MB on dental CBCT). If your scanner exports several series together, separate them first.
Patient name shows weird characters (e.g.: José). It is a DICOM encoding problem. You can edit the name from the exam detail modal → edit patient. If it always happens with the same scanner, write to us to investigate the encoding.
Viewer
The viewer is slow or freezes. The CBCT lives in browser memory. Close tabs you are not using, especially those with video or heavy apps. On older notebooks (<8 GB RAM), Chrome is usually faster than Safari/Firefox.
“Cannot open this exam” when clicking the link. The exam was deleted or expired. If the link was from a colleague, ask them to share it again. If it was yours, check My exams (if you deleted it, it is not recoverable).
A measurement is wrong. With the measure tool active, click the measurement to select it and Delete removes it. You can also drag the endpoints to adjust.
Annotations are not saved. Annotations sync to the server automatically — you need to be connected. If you are offline, annotations stay in memory and are lost when closing the tab. Watch the connection status indicator at the top right.
Panoramic is poorly traced. Click Redo curve and re-mark the points on the axial. Be sure to follow the dental arch with several intermediate points — the more points, the more faithful the reconstruction.
Sharing and referrers
The referrer says they did not get the email. Check three things: (1) that the referrer's email in My referrers is correctly written, with no spaces or weird accents; (2) ask them to check Spam or Promotions; (3) meanwhile, copy the direct link and send via WhatsApp.
The referrer does not see the attached report. Verify in the Share modal that the Attach report toggle is ON. If you uploaded the report after sharing, ask them to refresh the tab.
The link asks for a PIN and the referrer does not have it. The PIN appears in the Share modal next to the link. Resend it via a separate channel (message, call). If you want the referrer to not need a PIN, you can disable it for that specific exam.
Account and access
I forgot my password. On the login screen, click Forgot your password?. You get an email with a reset link. If it does not arrive, check Spam and verify the email is correctly written.
A team member cannot sign in. As Owner/Administrator, go to Team → member profile → Send recovery link. We send an email to their inbox so they can reset the password.
I changed email and cannot sign in. If the change was at your email provider (e.g. from Gmail to a corporate email), the old email is still your identifier in CBCTHub. Write to us from Support and we help you migrate.
Mobile app
I do not see all exams on the phone. The mobile app shows your own exams and those shared with you. If you expected to see more, make sure you are signed in with the same account you use in the browser.
The Android viewer looks different from iPad. On Android tablets we use a 2D viewer with fewer features than iPad WebGL float — it is a hardware limitation. For advanced flows (3D, oblique) use iPad or desktop.