Troubleshooting

Start with the message shown by BiomAPI. If it includes a request ID, keep it for support. The ID identifies the request without requiring you to send patient data.

A file will not upload

Use PDF, JPG/JPEG, PNG, GIF, BMP, or JSON. Renaming another format does not convert it. Check the file-size message and confirm that the file opens on your device.

For a password-protected PDF, remove the password and upload an unencrypted copy. BiomAPI reserves the extraction credit before checking PDF readability. A rejected password-protected PDF therefore still consumes its BiomAI credit. See supported reports.

For JSON, follow JSON input / BiomDIRECT or start with the synthetic example. Put the required biometer, patient, and both eye objects inside top-level data. You can omit metadata. Reports without data return HTTP 422.

Device names, units, and ranges must match the field reference. You can also upload a saved response again. BiomJSON validates it again.

Measurements are missing or incorrect

Compare the result with the original report, including eye labels and units. Select Edit to enter a missing value or correct an extraction. A blank value does not mean zero or normal.

BiomAI currently extracts core biometry only. Add posterior keratometry and notes manually or through JSON. For a blurred or cropped photo, try a clearer source. You can optionally report an extraction problem.

A BiomPIN will not open

Copy the complete code, including the six digits, from the sender. Avoid guessing. A share may be expired, unavailable, or destroyed after repeated wrong numeric PINs; waiting cannot restore it. Ask the sender to process the original or re-upload a saved JSON and create a new share.

Missing patient initials or ID on another device is expected when they were not included in the link. The server’s stored share excludes those two fields. See identity context.

History is empty or a result has disappeared

History belongs to the browser and device where it was saved. Another browser, private browsing, or cleared site data may show an empty list. Expired shares may also be removed from History. Use a saved PIN while it is valid, or re-upload a downloaded JSON.

Processing is slow or a limit is reached

Slow uses half a credit per PDF/image but may take substantially longer. Keep the tab open while a dataset runs. Failed files appear individually in the results.

For a quota error, check the status bar or /api/v1/biom/usage. Credits become available gradually over a rolling 24 hours. API clients should follow Retry-After when present. See credits and limits.

If a request times out, it may already have consumed extraction credits. Check your allowance before submitting again. For a key error, validate the key as described in Authentication.

Phone upload does not finish

Keep the computer’s upload dialog open. On the phone, choose a file, review its preview, and press Send. Selecting a file alone does not transfer it. Processing starts separately on the computer after the file arrives.

If pairing expires or the connection fails, retry with a fresh QR code. Restricted networks can prevent direct transfer; an encrypted relay may be used when available. You can also open the web app on the phone and upload there. See the phone-upload steps.

The widget does not open or returns no data

Call BiomAPI.widget.open() directly from a click or other user action so the browser can allow the popup. Use HTTPS for production integrations. If the user cancels or closes the popup, the widget returns null. Treat this as a cancelled import.

Fill your form only when the promise returns a response after Send. Handle errors such as POPUP_BLOCKED and CONNECTION_TIMEOUT using the widget example.

Get help

Use Contact in the web app. Include the action you attempted, the error message or request ID, and your browser/device when relevant. Keep patient identifiers, report contents, API keys, and complete identifying share links out of the message.