Welcome to the Imaging Basic Troubleshooting Guide. This guide is designed to assist users in diagnosing and resolving common issues encountered during image capturing procedures. Whether you are a seasoned professional or new to imaging technology, this guide provides practical solutions to ensure smooth and efficient operation.
Purpose of This Guide The primary purpose of this guide is to empower users with the knowledge and tools necessary to troubleshoot and resolve imaging-related problems. By following the steps outlined here, users can minimize downtime and maintain the quality of their imaging processes.
Who Should Use This Guide
This guide is intended for:
Dental professionals: Including office managers, dental assistants, and clinicians who will be using Apteryx for imaging purposes.
IT support teams: Responsible for the technical setup and troubleshooting of Apteryx and associated hardware.
Installation contacts: Individuals designated to oversee the installation process and coordinate with technicians.
Chart Legend
Issue: Description of user-experienced unexpected behavior.
Possible Causes: List of all common causes for the unexpected behavior.
Workable Solutions: List of all common solutions that can be tried to resolve the unexpected behavior. Workable solutions do not necessarily 1:1 match up with the possible causes.
XVCapture Image Acquisition Issues
Issue
Possible Causes
Workable Solutions
Sensor not connecting /error/ or nothing happening
Old imaging software open in background
Capture window was minimized from previous user and “Done” was never selected
Wrong sensor chosen
Loose wire or extension used
Not installed or installed incorrectly
Tubehead too far from sensor
Close all OTHER imaging software except XVCapture
Ensure there are no other capture windows open and have staff always hit “done” after images are captured
Ensure correct sensor is chosen from device list
Remove extension and test sensor directly plugged into PC if possible
Ensure latest device drivers are installed
Ensure tubehead is as close to the sensor as possible
Submit support ticket
Missing Images-Newly acquired Xrays are missing/cannot find them
Capture window was minimized from previous user and “Done” was never selected
Images are ghosted or labeled as retaken
Capture software was closed prior to images being forwarded to Web
Images had failed to forward to the web (offline, other network related problems)
Images were taken in wrong patient
Images were taken under a duplicate patient
From workstation where images were taken ensure there are no other capture windows open and have staff always hit “Done” to save
Ensure images are NOT ghosted or Retake’s images and change labels. * If wrong layout was used Reorganize into new layout under Image Operations in Capture
Utilizing the MRU button on the workstation where images were taken check other patients file OR using advanced search under view images you can search by date and even tooth number
Search the workstation where missing images were captured by ID only, then first name only, then last name only to locate any potiental duplicate patient records
Submit support ticket if images are still not showing (forwarding path may need to be adjusted)
Xrays are returning flipped or rotated (layout)
Layout is missing sensor orientation
Driver settings need adjustment
Capture settings need adjustment
Within Progression Editor find layout used> Choose edit layout> Edit each shot with correct sensor orientation (the software considers top of sensor the flat side opposing the wire)
Have office communicate with their IT to adjust driver settings (you can also submit support ticket for our team to assist them if absolutely needed)
Post capture filter needs to be created (Submit support ticket to ensure filter will not apply to multiple office locations)
Pan/Ceph is returning flipped or rotated
Driver settings need adjustment
Capture settings need adjustment
Have office communicate with their IT to adjust driver settings (you can also submit support ticket for our team to assist them if absolutely needed)
Post capture filter needs to be created, or Device Settings adjusted
Image Display Issues
Xrays are not showing in layout correctly (off center or at the bottom/wrong position)
Layout was created in capture (progression editor) but NOT in Web
There is no tooth number associated to x ray
Tooth number association exists, but is incorrect
Web >Layout> View is set to incorrect layout
XVCapture View settings are not set correctly
All layouts that are created in the progression editor of Capture ALSO need to be created in the Web for proper viewing (link)
If layout was used to take images ensure CORRECT layout was chosen, if so, then check the layout within progression editor and ensure teeth are associated with each tile/shot in the layout (this is sometimes overlooked)
If incorrect layout was used, use Layouts > Place to reorganize them into the correct layout
Flip and rotate will not save or is saving as ghosted image
User did not click “Save” if flip/rotate was applied through Web
XVCapture preferences set to save modified images as derivative images
Best practice for flip/rotate to is do this in capture prior to hitting “Done” or select image from XVCapture collection screen and choose image operations> edit image information flip/rotate then okay
If images have already been saved, flips and rotates can be saved if done through Web via Transform tool
If office prefers enhancement screen for flip/rotate they will need to save & go back > click on stacked image and choose derived image as primary OR adjust modified image saving in preference settings
Image Quality Issues
Image is too dark
Overexposure or improper positioning, distance, or technique
Device driver settings may need adjustment
Software settings may need adjustment
Decrease exposure time on generator, ensure proper placement of x ray and distance of generator cone.
Have office communicate with their IT to adjust driver settings (you can also submit support ticket for our team to assist them if needed)
Submit support ticket for image quality appointment
Image is too light
Underexposure, improper positioning, distance, or technique
Device driver settings may need adjustment
Capture Software settings may need adjustment
Increase exposure time on generator, ensure proper placement of x ray and distance of generator cone.
Have office communicate with their IT to adjust driver settings (you can also submit support ticket for our team to assist them if needed)
Submit support ticket for image quality appointment
Image is Blurry or Grainy
Improper positioning, distance, or technique
Device driver settings may need adjustment
Software settings may need adjustment
Ensure proper placement of device. Ensure proper distance and angle of generator cone. Hold exposure button until full cycle completes
Have office communicate with their IT to adjust driver settings (you can also submit support ticket for our team to assist them if needed)
Submit support ticket for image quality appointment
Brightness /Contrast will not save
Office using enhancement features in wrong screen and NOT enhancement screen
User did not click Save after modifying B/C/G in Web
Office not saving enhancements when prompted
Modified image save settings need correction
Brightness /contrast and gamma adjustments within Web can be changed and saved on a per-image basis. These can be modified within the XVCapture enhancement screen if preferred instead.
Ensure office is opening enhancement screen within XVCapture (using full screen view or capture screen prior to hitting done will not save brightness contrast adjustments)
Once enhancements are made and office chooses Save & Go Back ensure they are choosing yes to save option
Option B- recreate layout on each workstation (not recommended as this leaves room for error)
Measuring tool is not showing correct measurement
Measuring tool was not calibrated or someone adjusted calibration
Office attempting to measure on Pan/Ceph or Plates
Ensure measuring tool was calibrated correctly (see instructions)
Measuring tools in ANY imaging software are never recommended for pan/ceph or plates as there is distortion in the raw image.
*if plates are being used it is recommended that they calibrate EVERY time they use measuring tool (have them measure distance of plate itself for reference instead of coin)
