Asking for support

Analyzing your problem

When you face a problem, you should first check out the following resources:

  1. Make sure to check all the content of the Orthanc Book, and notably to understand the basics of DICOM.
  2. Carefully read your log files in verbose mode.
  3. Follow the general troubleshooting guide.
  4. If the problem is related to the DICOM network protocol, follow the DICOM troubleshooting guide.
  5. Have a look at all the frequently asked questions (FAQs) that are already available in the Orthanc Book.
  6. Make a search for similar problem previously discussed in the Orthanc Users discussion forum.
  7. Check out the Pending changes in the mainline section of the NEWS file, as your issue might already be solved in the mainline of Orthanc (i.e. in the cutting-edge version of Orthanc since the last stable official release).
  8. Carefully read the TODO file that contains our roadmap, as you might be requesting a feature that is currently pending in our backlog (i.e. not implemented yet).
  9. Have a look for the issue in the official bug tracker (click on the All button, as your issue might already been solved).

Importantly, for all the features that are pending in the TODO file, if you are a company, please consider buying professional services in order to get the feature implemented faster.

Discussing a minimal working example

If none of these resources help, you can consider sending a message to the Orthanc Users discussion forum. In such a situation, you must provide a minimal working example, which means that you must provide all the following information:

  • Context and full textual description of your issue. When talking about DICOM networking issues, carefully describe the imaging modalities into play (including their manufacturers) and your network topology.
  • Full configuration files.
  • Full logs as produced by Orthanc in verbose mode.
  • Sample DICOM files.
  • A sequence of command lines that lead to your problem. These command lines must only call commands that are available as free and open-source software and that are cross-platform (proprietary software does not help). The most useful commands are cURL, DCMTK, dicom3tools, dcm4che command-line tools, or Python scripts.
  • If applicable, a screenshot is worth a thousands word.
  • If you report a crash, if applicable, a core file.

All this information is mandatory, as it allows other members of the Orthanc community to reproduce your problem independently of your setup. If we can’t reproduce your issue, we can’t provide any support!

Using the bug tracker

If you are sure that you are reporting a yet unknown bug, you can consider directly introducing a bug report on our issue tracker. Beware however that your issue might be closed if too vague or if not reproducible. As a consequence, it is advised to first use the discussion forum.