Troubleshooting

I can't sign in

Check you're at the right address. The console (platform.mypacs.co) and your PACS (<subdomain>.mypacs.co) have separate accounts and separate passwords. Console credentials do not work on the PACS.

Temporary password rejected. Temporary passwords are single-use — once you set a permanent one, the old temporary password stops working. If you never got that far, ask your administrator to send a fresh reset.

Account disabled. Sign-in is refused for a disabled account. Your administrator can re-enable it.

Forgot your PACS password. There is no self-service reset on the PACS — ask your administrator. For the console, use Forgot password on the sign-in page.

The site won't load at all

• Confirm the spelling of your subdomain.
• Check the tenant status in the console — a Suspended environment does not serve traffic. See Subscription lifecycle.
• If the tenant is brand new, provisioning or the TLS certificate may still be finishing. Wait a few minutes and reload.
• Some hospital networks block outbound HTTPS to unfamiliar domains. Try from a phone on mobile data — if that works, it's your network, and your IT team needs to allow *.mypacs.co.

A study I uploaded isn't in the list

• Reload the study list; it doesn't refresh by itself.
• Confirm the upload actually completed — closing the tab early aborts it.
• Check the study is really in the study list at <subdomain>.mypacs.co/orthanc; if it's there but not in the viewer, reload the viewer.
• Files that aren't valid DICOM (JPEG, PDF, screenshots) are rejected.

Upload fails or stalls

• Very large batches overwhelm the browser — upload in smaller groups.
• Keep the tab open and the machine awake until it finishes.
• Corrupt or non-DICOM files in the folder cause individual failures; the rest still import.
• Repeated failures near your plan's storage limit mean you are out of space — contact info@mypacs.co.

Studies load slowly

• Image data streams over your internet connection; a large CT or MRI series is genuinely a lot of data. Check your connection speed.
• The first open of a series is slower than later ones.
• Many series open at once in a split layout multiplies the load — close panes you aren't using.
• Older machines with little RAM struggle with large volumes. Close other tabs.

The viewer looks wrong or a tool is missing

Hard-reload the page (Ctrl+Shift+R, or Cmd+Shift+R on a Mac) to clear a stale cached version. If it persists, note your browser and version and write to support.

I can't upload / delete / share

That's your role. User can only view and download; Doctor cannot delete; only Admin can delete. See Roles and permissions, and ask whoever owns the subscription to change your role.

Still stuck

Email info@mypacs.co with:

• your subdomain
• what you were doing and what happened instead
• the date and time, including your time zone
• the exact error message, or a screenshot
• your browser and operating system

Never include passwords or share links in a support email.