Help & Support

Medical Connections provides full support for developers using our products and most of our customers agree that the quality of the support is one of the most important reasons for them choosing us. Many forms of support are available.

Documentation

  • Downloadable and online versions of help file for all our Toolkits are available on the Documentation page.

Site-wide Search

  • Searching the knowledgebase (as part of whole site search) is probably the quickest way to find the relevant articles of your interest.

Email Support

  • The preferred method of initial communication is by e-mail to our technical team.

Upload Facility

  • In most cases, we may ask you to send us examples of problem images, log files etc. via our secure upload facility on Dropbox. Your uploads will be automatically deleted once the case is closed.

Contact Us

Remote Desktop Sessions

  • When necessary, we are quite happy to arrange screen-sharing to help diagnose problems which are otherwise difficult to identify.

In return for the above excellent support, all we ask is that support requests should be channelled via the developer - whilst we may sometimes need to communicate directly with your customers. However, that is not our normal practice.

When sending us a support email, please include the following:

  • Which exact Version of DicomObjects (COM / .NET) or XdsObjects are you running?
  • On what Platform are you running?
  • What error message are you getting? (Screenshots are a good inclusion)
  • Have you tested with our latest version? (see Downloads and Examples page )
  • Can you include the stack trace?
  • Do you have any DicomObjects logs you can send? See logging for how to generate them.
  • What were the steps you made for the error to occur (so we can replicate)?
  • Does the problem happen on one or more PC’s?

Please remember that the more information you can give the better able we are to help you in the most efficient manner. Also to ensure your email is answered in an efficient manner please send you query to our technical team

If you have patient sensitive information please contact us so we can discuss and provide secure means of transfer and investigation.

KnowledgeBase

We maintain a large knowledgebase of useful articles, covering everything from basic DICOM through commercial licensing questions to programming tips for using DicomObjects most effectively. If you wish, you may browse the articles in alphabetical order here, but in practice, it is generally much more efficient to use either the search facility on the menu bar above, or to filter by category or tag from the lists below. Needless to say, if you can’t find the answer you’re loking for, drop us an e-mail to our technical team.

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