Common Technical Support Issues for RDC Users

1. How do I unlock the software when I get an unlicensed version alert?
2. Where are the user preferences located in RDC software?
3. Can I change where my images are stored?
4. Why can’t I see all of the buttons in RDC software?
5. Why do two large vertical bars of light appear on images of radiographs?
6. Why are my measurements in pixels (px)?
7. How do I calibrate my RDC?
8. Why are my old patient files not appearing in the patient list?
9. What should I do if I get a message that says “Unable to connect to RDC?”
10. Why won’t my software auto launch when I turn on the RDC?
11. What should I do if RDC Software fails to launch when I click the icon?
12. Why am I unable to create a patient file? 
13. Why does my computer take a long time to digitize images?
14. What if my capture fails?
15. How can I make the AVimark import button in my new patient window re-appear?
16. What if I cannot export images to AVImark or import patient info from AVImark?
17. Trouble connecting to Telemedicine Provider
18. Why won’t my DICOM images transfer to the PACS server?
19. How do I set up DICOM send?
20. How do I store images to my PACS server (DICOM send)?
    

  How do I unlock the software when I get an unlicensed version alert?
After you run the software installer, the unlicensed version alert appears and prevents software launch until the response code (license key) is entered.  Take note of the validation code on the alert window.  Email the code to or call the LogicRad office at (888)484-9729 with your clinic name and RDC serial number (found on the back of the RDC).  You will receive a response code. Type the response code provided into the alert window to unlock the software. 

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  Where are the user preferences located in RDC software?
All user preferences can be accessed by choosing preferences from the edit menu.  User preferences include: Radiograph Path, Practice Name, Custom Species, email configuration, Integrations with Practice Management and Telemedicine, capture preferences, thumbnail appearance, image library (normals and abnormals) additions, and practitioner names. 

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  Can I change where my images are stored?
Images are stored in a radiograph path. To change the radiograph path, choose preferences from the edit menu in RDC software.  On the general tab click the browse button following the Radiograph Path and browse your network.  You may create a new folder in any accessible place on your network (we suggest naming the folder My X-Rays but you may choose any name you prefer) or you may point to a previously created folder or mapped drive. Point directly at the My X-Rays folder and close the preferences window.  The software will change to the new pathway; this could take several minutes depending on network conditions and size of patient list. 

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  Why can’t I see all of the buttons in RDC software?
Check the bottom of the tools screen for the Save and Save As buttons or the bottom of the Capture Screen for Disconnect RDC button.  If they do not appear, then screen resolution for the computer is set too low.  This can be changed by choosing display or appearance in the control panel.  On the settings tab of the display properties move the screen resolution slider until it reads 1024 x 768 or higher and apply.

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  Why do two large vertical bars of light appear on images of radiographs?
If you have an RDC equipped with upper document lights (serial numbers ending in H, B, or L) you may be trying to digitize radiographs with the upper document lights on. Make sure either the rocker switch on the upper left panel is in the radiograph position (serial numbers ending in L) or the LED indicator light on the upper right panel of the RDC is green when digitizing radiographs.

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  Why are my measurements in pixels (px)?
To change the unit for the measurement tool to millimeters you will need to calibrate your RDC.
Please note, if you have not yet captured with your RDC you should test the capture functionality before performing the calibration procedure. Also note, any images that were digitized prior to calibration will not be affected by the calibration. Therefore your measurements on these prior images will still read in “px”.

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  How do I calibrate my RDC?

1. Start with RDC hardware off and RDC software closed.
2. Sign in with a user name with power user or administrator privileges (able to write files to the program files on the computer’s C drive)
3. Turn on the RDC hardware with the power button on the upper right hand panel of the RDC machine. A green LED indicator light should come on and the RDC software should auto launch.   (note if you are using an RDC with serial number ending in G it will be necessary to turn power 1 on followed by power 2)
4. Place the calibration sheet face-up in the center of the light panel with the RDC logo closest to the door. 
5. Place the 8 x 10 template over the calibration sheet, the lines near the top and bottom of the calibration sheet should be aligned with the opening in the template.
6. In RDC software click on the capture tab, and click the Show Live Viewfinder button to open the viewfinder.  You will see the calibration sheet and template in the viewfinder window. The RDC logo should appear at the right side of your viewfinder if the calibration sheet is placed in the RDC properly.  It is important that you DO NOT ROTATE the viewfinder image OR ZOOM the viewfinder before starting calibration. Proper placement of the calibration sheet is critical please see attached image for proper placement. 
7. Choose calibrate RDC from the File menu.  A window should open telling you the progress of the calibration.  It will capture then analyze a number of images (up to 10) before calibration is complete.
8. Once the calibration window closes you will need to close then reopen the RDC software before testing the calibration.

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  Why are my old patient files not appearing in the patient list?
See “Can I change where my images are stored?”. Browse to where your old patient files are stored on your hard drive or network.

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  What should I do if I get a message that says “Unable to connect to RDC?”
Try this first:

1. Turn on the RDC (procedure varies depending on your serial number found on the back of the machine) and allow the software to auto launch (Windows XP users).
   • For serial numbers ending in L, flip the power switch (front right panel) to the on position.
   • For serial numbers ending in H or B, use the power button with LED (LED indicator should turn red, then change to green)
   • For serial numbers ending in G (older RDCs), flip power 1 on then press and hold power 2 button for about 1 second.  (during power 2 press, listen for a chime inside the RDC, if you do not hear the chime this could indicate hardware failure)
2. Check the USB connection (silver cord) between your RDC and the computer.  Make sure both USB connections are firm.
3. Try changing the USB cord to a different USB port on your computer.
4. Try exchanging the USB cord to a new or different USB cord.

If connection still fails try this (for windows XP users only)

1. Connect RDC to the usb port on your computer.
2. Turn on the RDC
3. Double click the My Computer Icon
4. The My Computer window should now contain a canon camera icon. This icon should only appear whenever RDC hardware it connected to the computer and turned on.
5. Next, turn the RDC off  (all lights should go off)
6. Turn the RDC back on.
7. Look in the My Computer window; the canon camera icon should be visible
8. If the Canon camera icon does not reappear when RDC is on check Discovery Services, this is a service that allows your computer to automatically detect devices that are attached.  To check Discovery Services follow these steps:

1. Go through your control panel and access Administrative Tools.
2. Double click on the Services shortcut to open the services window. 
3. In the services window double click SSDP Discovery Services. 
4. In the Discovery services window make sure Discovery services are enabled, started, and on automatic start-up type.  Please note that some Computer security programs may disable this service or prevent automatic start-up as a security measure.  If that is the case you will need to check with your individual security software program to change this setting. 

If you have tried each of these solutions and are still having problems connecting:

Persistant trouble with connecting should be analyzed by our technical support staff.  Please contact support@logicrad.com or call (888)484-XRAY for more in depth assistance.   

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  Why won’t my software auto launch when I turn on the RDC?
If you did not set up the autolaunch in the event window which appears the first time the RDC is connected to the computer, Windows XP users may do so later by following these steps:

1. Make sure the USB connection between the computer and RDC is secure on both ends. 
2. Turn on the RDC.
3. Double click the My Computer icon and look for the canon camera icon. 
4. Right click the camera icon and choose preferences. 
5. In the event tab of the preferences window select the event “Camera Connected” and the action launch RDC 6.x or 7.2 software. 

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  What should I do if RDC Software fails to launch when I click the icon?
Software failure could be due to inaccessible radiograph path. (see “Can I change where my images are stored?“)  If there have been recent changes to your network or radiograph path has been changed to a network drive connection, errors could be due to user permission settings, network permissions or folder/file permissions.

1. User permissions--Make sure the current user has permissions to write files.  This can be accomplished by looking at the user account in the control panel, and make sure the user is listed as either administrator or power user. 
2. Network permissions—Set the radiograph back to the local (default) pathway C:\Documents and Settings\user name\My Documents\RDC\My X-Rays.  If you can open software now it means that either the network path is not available or permissions are not set correctly to allow access to the network pathway.  See your network administrator to correct the problem.
3. File permissions—right click on the folder where the radiograph path is set (see “Can I change where my images are stored?”)  If the folder attributes say read only, you will need to turn read only option off.  If you check again after resetting and the attributes have returned to read only status, then you probably have a network permissions problem. See you network administrator.   

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  Why am I unable to create a patient file? 
see file permissions in the “What should I do if RDC Software fails to launch when I click the icon?”

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  Why does my computer take a long time to digitize images?

1. Check computer resources to make sure you meet RDC minimum requirements please see www.logicrad.com for current software requirements. Most resources are displayed on the computer properties window which can be accessed by right clicking on the my computer icon and choosing properties.  Note: the most common reason for slow digitizing is not enough RAM. 
2. Hard Drive being at or near capacity can slow down processing.  To check hard drive Right Click on the drive (usually C:) within My Computer and choose properties.  See diagram of hard drive with free space vs. used space. 

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  What if my capture fails?
Before clicking capture radiograph, make sure you have clicked the “Show Live Viewfinder” button on the capture screen, and the viewfinder window has opened and shows an image of the radiograph inside. If no live image appears in the viewfinder, see unable to connect to RDC.

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  How can I make the AVimark import button in my new patient window re-appear?
Your AVImark pathway in RDC software is not set correctly.  You will find the AVImark pathway in RDC preferences on the external programs tab click the browse button to the right of the first AVImark pathway and browse your network to the folder containing AVImark master program.  When you close the preferences and click new patient the botton will appear.  If it does not, you will need to re-register the COM server. (See “What if I cannot export images to AVImark or import patient info from AVImark?”).

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  What if I cannot export images to AVImark or import patient info from AVImark?
Before the integration feature will work you will need to set up the integration (see How do I set up AVImark integration? pdf file).  If set-up has been previously performed for this computer you may just need to re-register the COM server. Close RDC software, open AVImark software. Hold the ctrl and shift keys simultaneously with clicking on the utilities menu. Choose unregister from the utilities menu, then select AVImarkCOMserver.dll.  Wait for the message indicating that unregister was successful, and click OK.  Repeat the procedure this time selecting register the COMserver. Confirm that register function was successful. Then you can return to RDC software and test the export and import functionality. 

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  Trouble connecting to telemedicine provider
To confirm the procedure for using the telemed portal in RDC software, please contact your telemedicine provider.

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  Why won’t my DICOM images transfer to the PACS server?

1. You have not configured DICOM send correctly. (see “How do I set up DICOM send?”) 
2. Your PACS server is not configured to accept DICOMs from the local AE Title.
3. Your firewall or Antivirus software is preventing RDC software from connecting to the PACS server. 

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  How do I set up DICOM send?

1. Digitize a radiograph in the DICOM format.
2. Select the thumbnail image of the DICOM file. 
3. Click the DICOM send button far right on the horizontal toolbar.
4. In the confirm DICOM send window click the select server button.
5. In the select PACS server window, fill in PACS Server IP address, PACS Server AE Title, PACS Server Port, and Local AE Title (this title may be anything we want as long as the PACS Server is configured to accept what we have put). 
6. In the Select PACS Server window, click test connection button.
7. If the connection is successful message is displayed the server will be listed in the Servers drop down list and server info will be stored.
8. You may designate this server as you default server by clicking the set as default button.

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  How do I store images to my PACS server (DICOM send)?
Once your DICOM send has been configured (see “How do I set up DICOM send?”) you may send an image or group of images from the RDC patient file to your PACS server by.            
1.  Selecting the thumbnail image(s) for the file to send.
2.  Then, click the DICOM send button (far right on the horizontal toolbar).

1. Click Store to store to the default server. Or click select server to send to a non-default server before clicking the Store button.