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Upload errors and how to fix them

Uploading is the most sensitive part of the flow — it depends on your connection, browser and files. Here the most common errors and how to fix them fast.

“No DICOM files detected”

You uploaded a folder but the system found nothing valid. Causes:

  • The folder contains files that are not DICOM (scanner-proprietary format).
  • Files are corrupted or incomplete.
  • You uploaded a ZIP that only contains PDF or screenshots, not DICOMs.

Fix: verify the folder contains .dcm files or extensionless files weighing between 500 KB and 5 MB (typical of individual slices). If your scanner only exports proprietary format, look for the “Export to DICOM” option in its software.

“Main series not detected”

The folder has valid DICOM files but CBCTHub could not identify which is the volumetric CBCT series. Usually happens when several series are mixed: CBCT + scout + reconstructed pano.

Fix: separate only the volumetric series (the heaviest folder, usually 200-700 MB with hundreds of files) and upload it separately.

“No space available”

You hit the plan storage limit. CBCTHub blocks the upload to avoid exceeding the quota.

Fix: 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 higher plan.

Upload cut off midway

The progress bar freezes or a network error appears. It is a connection problem.

Fix:

  • Do not close the tab — wait 30 seconds in case it resumes.
  • If it does not resume: reload the page and drag the same folder again. Files already uploaded are skipped automatically (hash-based dedup).
  • If your connection is very unstable, compress to ZIP first — a 200 MB file is more resilient than 400 small files.

The browser runs out of memory

On low-RAM computers (less than 8 GB) or with many tabs open, the browser can crash while processing a large volume. Symptom: the tab goes blank or shows “Aw, snap” (Chrome).

Fix:

  • Close all other tabs before uploading.
  • Use Chrome or Edge — Safari has lower memory limits.
  • If the file is > 1 GB, consider restarting the browser before uploading.
  • On older notebooks, it is better to upload from a desktop with more RAM.

“Corrupt file” or “Invalid DICOM”

A file inside the folder could not be read correctly. Usually because:

  • Interrupted transfer when you copied the folder from the scanner to your computer.
  • Antivirus that modified the file.
  • Faulty USB if you brought it from another machine.

Fix: go back to the scanner and export the exam again. If it always happens with the same machine, it could be a failing disk.

Patient name with weird characters

You uploaded the exam and the name appears as José or similar (encoding mojibake).

Fix: open the exam detail modal and edit the name manually. The original DICOM metadata is preserved — only what is shown in the UI changes.

NotaIf none of these cases matches your error, use the Report a problem button on the viewer kebab to send us the technical context. We cover the most common here, but there are edge cases specific to each scanner.