Support line

Troubleshooting guide

Can’t find the toolbar

1. File > Plug in extras > LR Toolbar

• if no plug in found escalate to Clinical Imaging

2. Restart Lightroom

Camera won’t turn on

1. Put fresh battery in

Can’t start a session

1. Select new or current patient on the toolbar to start a capture session

I see patient names on left, I wish to hide them for privacy reasons

1. Press Tab to hide side panels

2. Press any triangle icon to collapse ‘folder’ structure

3. Press Clinic Logo to hide everything

   
   

   No camera detected after creating a session

1. Check cable is plugged in on camera and computer

2. Check battery is not flat

3. Restart computer

4. Create a ‘session’ on Lightroom using toolbar

Patient names are greyed out

1. Your server / capture destination is most likely disconnected

2. Restart computer

3. If problem persists escalate to a service call to Clinical Imaging

“Can’t update this publish collection”

1. Your server / capture destination is most likely disconnected

2. Check ethernet cable is plugged in and restart computer

3. If problem persists escalate to a service call to Clinical Imaging

Select new capture destination / your capture destination is full

1. Your server / capture destination is most likely disconnected

2. You may be out of space

3. Restart computer

4. If problem persists escalate to a service call to Clinical Imaging

Computer restarts without warning

1. Certain model computers have a timer that restarts the computer after 60 seconds of idle time, in order to compensate for staff leaving camera on ( which disables USB connection after 10min )

2. This timer can be disabled please contact Clinical Imaging

No Lightroom application, or patient images are not in catalog

1. Are you signed into the correct user profile for that computer?

2. File > open recent catalog : choose correct catalog

3. If problem persists escalate to a service call to Clinical Imaging

No image comes appears after taking photo

1. Have you started a new/current session on Toolbar?

2. Is camera on and connected ?

3. Is battery dead?

4. Restart computer

5. If problem persists escalate to a service call to Clinical Imaging

Orphaned photos

1. ( Sony only ) Images taken on Toolbar without a patient session being started will be ‘isolated’ in ‘orphaned photos’ until they are renamed and placed in a patient folder via rename function on Toolbar

Assertion error

1. You have a corrupt file in publish service ( a holding bay that enacts a script to downsize and distribute images to the network

2. Go through publish services and see if any images contain (!) mark or are grey - remove them by pressing b

3. If problem persists escalate to a service call to Clinical Imaging

Black photos

Cause : Flash hasn’t fired

1. Turn on the flash at the wall light / white remote
2. Turn on the trigger ( attached to camera on top - Elinchrom/Godox/Jinbei model ) - press ‘test’ or interlocking rectangle icon below + - icons.

3. Push Trigger into dock as tightly as possible

Images aren’t syncing across network

1. Are you connected to the server?

2. Are you on ethernet ( cable ) not wifi?

3. Right click on ‘raw’ or desired patient and press ‘synchronise’ to manually sync

4. Restart computer

5. If problem persists escalate to a service call to Clinical Imaging

( Sony ) - no picture on back of screen

1. Is camera on with charged battery?

2. Press ‘ DISP’ on control wheel on back of camera to cycle through display modes

Black band on right edge of image

Cause : Your shutter speed is above 1/160

1. Nikon 7x series - reset settings by turning mode wheel from U1>U2 back to U1

2. Nikon 5x series - turn rear wheel to change settings to 1/160

3. Canon - turn rear wheel to change settings to 1/160 or C1

Colour profile isn’t applied / image looks dull or dark

Cause : the calibrated colour profile has not been applied

Select Develop preset > User Presets > Canon or Nikon or Import

1. ( Toolbar ) Select images that are not correct - press ‘natural ‘ on Toolbar and press apply filter
2. ( Pre- Toolbar ) Select images > select quick develop > saved preset > user profile > Import / Nikon / Canon

Images are out of focus

1. Is lens set to A ( automatic )

Images aren’t in Genie Image Pro?

1. Press Publish / Publish All ( Toolbar )

Images are not on the cloud

1. Are you signed into Adobe Creative Cloud ?

2. Enable Sync ( top left corner in Lightroom next to name of clinic )

1. ( manual ) Grab images you wish to sync - press ( + ) on Collections and type in patient name according to the folder name