Troubleshooting FAQ

 

ECG Digitization Issues

1. My digitized ECG report doesn't look correct.

Check if you uploaded your ECG photo correctly as per these requirements, mainly if you used:

• supported ECG format
• correct paper speed and voltage gain settings
  (Note: You can check them in the bottom left corner of your digitized report under the Visualization tab)
• only relevant leads on the photo
• a single millimeter grid, both with small and big squares present

If your input photo was correct, but the digitization is still distorted, please reach out to [e-mail]

2. I'm getting an error message when trying to digitize my ECG.

PMcardio will produce a digitization or diagnostic error message if there is a problem with your ECG upload. Please find the explanations of the error messages and their possible rectifications here:

• Input image is too small: The minimum width and height of the image needs to be 128 pixels.
• No objects detected: Please ensure good lighting conditions and a sharp image, and try again.
• No ECG grid detected: Please ensure good lighting conditions and a sharp image with a single millimeter grid (both with small and big squares present), and try again.
• Low ECG grid quality: Detected points do not seem to form a regular ECG grid. If there is indeed an issue with the grid, redo the ECG on paper with a good-quality grid (if possible).
• Too many ECG grid points detected: Ensure that the small and large squares of the ECG grid are clearly distinguishable and try again. You might also get this error if you have other ECGs or grid papers in the background of your ECG photo - in such a case, remove them and try again with a clean background.
• Unusual number of leads: The number of leads in the ECG does not correspond to any supported ECG format. Check if all leads are clearly visible. You can check the supported formats here.
• One or more leads missing: At least one of the required 12 leads is missing.
• One or more leads are duplicated: At least one of the 12 standard leads is duplicated.
• Leads are too short: All ECG leads should have at least 2.5 seconds (2500 ms). You might also get this error if you took a photo of an incomplete ECG (e.g. some leads are cut off and therefore too short, or you only uploaded by mistake six leads instead of all twelve, etc.).
• Leads are too long: All input lead signals should have at most 20000 data points. All leads should have at most 15 seconds (15000 ms).
• Leads have too many missing parts: The provided leads have too many missing parts. Please ensure the input ECG is valid.
• No ECG leads detected: No leads were detected on the ECG grid. Please try again and make sure that the ECG leads are clearly distinguishable.
• Invalid image format: The image format is not supported. Ensure the image is in JPEG or PNG format and try again.
• Unsupported ECG layout detected: This ECG layout might not be supported. Please try again. You can check the supported ECG formats here.
• Too low or Unsupported sampling frequency: An usupported device, or one or more leads have a sampling frequency that is too low. All input leads must have a sampling frequency of at least 250Hz.
• ECG measurement is out of the expected range: Outlier ECG measurements have been detected. Please double-check ECG settings (paper speed, voltage gain).
• Poor signal quality: The provided leads have patterns of inadequate signal quality. Please ensure the input ECG is properly recorded.
• Wrong image rotation: The image is incorrectly rotated. Please try again and make sure that the leads on the image are in a horizontal position. This is relevant only for multi-page ECG formats, since PMcardio has automatic rotation for single-page ECGs. 

Diagnostic Issues

3. I got an incorrect diagnostic result.

This is usually caused by incorrect ECG input photo or incorrectly selected PMcardio paper speed and voltage gain settings. Please refer to this article for requirements regarding the ECG input image, and to this article to review the supported 12-lead ECG formats.  

After you digitize your ECG in PMcardio, we always recommend comparing the original picture with the digitized one to check if the digitization report looks OK and corresponds to the original ECG. If not, simply retake the photo ensuring the correct ECG input and correct PMcardio settings.

If the input and settings are OK and you still get an incorrect diagnostic result, please report it to us at [e-mail] by providing the Report ID. 

Download or Access Issues

4. I am unable to access my PMcardio account via a web browser.

"PMcardio for Individuals" provides access only through a mobile application. There is no web access available. 

5. I'm trying to sign up, but I'm not receiving a verification code via email.

Please check the following:

• Double-check if you typed in your correct email address (without any typos)
• Check also your junk or spam folder 
• If the code still hasn't arrived, try to use the option in the app to generate a second one
• If the code still hasn't arrived, try switching to another network, and try again

If nothing helps, please reach out to [e-mail]

6. I received a verification code, but it doesn't work.

It might be that the code has already expired (if it has been longer than 3 minutes, or if you generated another one in the meantime). Please make sure to use the newest code generated, if you generated several ones. If the code is arriving in your inbox too late (i.e. it takes your email server longer than 3 minutes, i.e. the code is already expired), try to connect to a different network or open your inbox on a different device. It might be that, especially if you're using your work internet network and/or VPN, there are some network restrictions slowing down the process.

If you need any further help, let us know at [e-mail]

7. I'm trying to reset my password, but I'm not receiving a reset-password email.

Please check the following:

• If you have an existing PMcardio account 
  (Note: If not, here's how you can sign up)
• Double-check if you typed in your correct email address (without any typos)
• Check also your junk or spam folder 
• Try to switch to another network, and try again

If nothing helps, please reach out to [e-mail]

Report Access Issues

9. I cannot find / I cannot access my created reports.

If you use PMcardio under the Free Plan, i.e. haven't purchased the Pro subscription, you won't be able to access your report history. You will only see and be able to access your last created report.

If you use PMcardio under the Pro subscription, you will be only able to access your reports 30 days back, i.e. not the full-time report history. 

If you still have issues accessing any of the reports that you should be able to access as per the Free or Pro plan policy, please let us know at [e-mail] and provide a screen capture or a description of what exactly happens when you try to access such a report. Thank you!