Troubleshooting Networking Problems when using ShowCase Connect

Where can I look to troubleshoot communication errors?

Always check the logs! If you are having trouble getting communication going between ShowCase Connect and other DICOM devices, you might be able to solve the problem by looking in error logs. ShowCase Connect has a View Log button on the bottom of the main screen. Most DICOM devices (image servers, ultrasound machines, etc) also have error logs to help with diagnosing communications problems. Consult the manual for your DICOM device. If you are having trouble interpreting the log, email a copy to support@triltech.com

Does ShowCase Connect support IPV6 IP addresses?

Yes, but you may need to modify a configuration file when you first move to IPV6. Please email support@triltech.com for instructions on how to make the modification.

Problem:  I am running Vista or Windows 7/8 and cannot get the ShowCase Connect software to communicate with my PACS server or ultrasound machine.

.

Solution: Please download and install ShowCase 5.2.2 or later. Uninstall your earlier ShowCase release and replace it with the newer release. A DICOM communication problem was resolved in the 5.2.2 release that only affected Vista and Windows 7 systems.

Problem: I am not seeing any communication at all?
The machines must be able to see each other on the network, so make sure that "ping" works in both directions. Your IT expert may need to help make sure your network is set up correctly.

What if the machines can ping each other, but no activity shows in the logs?
The DICOM AE_TITLE is essential for accurate communication. Make sure that if you have assigned the name "SHOWCASE_SCP" in the ShowCase Connect Settings, that the same exact name (including capitalization) is configured in the DICOM server, ultrasound machine or other DICOM device you want to communicate with.

The ports that send/receive images must match. The “Listen Port” in ShowCase Connect is usually port 104. The Send port on the connected machine must be port 104 also.
Do not set up your imaging machine to require “Storage Commit” when sending images to ShowCase. ShowCase does not support Storage Commit.


What if Query Works, Retrieve Doesn't?
If you can query an image server and get a list back, but then cannot retrieve, you very likely have a problem with the IP address setting on the image server machine. The image server will respond to a Query, but it will not store images unless it has a valid IP address for your ShowCase machine. A problem with the IP address can happen if:
1- The IP address isn't set correctly on the image machine – Fix by entering the correct IP address and restarting.
2- You are trying to Query/Retrieve from your home or remote site that uses VPN access. The VPN needs to be configured to map your IP address to the same address each time you log in.
3- You are trying to Query/Retrieve from your home or remote site without a VPN, over a usual cable or DSL connection and your provider has not assigned you a fixed IP address. Again, you must
somehow look like you have a consistent IP address. Your cable or DSL providers may be able to sell you a fixed IP address.
If the IP address is not the problem make sure that the port is correct (send port and listen port are the same) and make sure you do not have a firewall blocking communication.