We have put together a list of our frequently asked IT Support questions below.

However, if your concern is not answered below please lodge an IT support request and a member of our support team will be in contact.

Q: I would like to access patient reports online.

A: Please fill in the IT Support request with your details and the systems management team will be in touch with your options for reports and images online:

(IT Support Request)


Q: My practice is having issues downloading electronic reports.

A: If this is occurring for all doctors at your practice, please check that your practice internet is currently functioning. If it is, please check with health link that you are connecting to their service successfully by e-mailing helpdesk@healthlink.net or contacting them on 1800 125 036.


Q: I wish to access patient images online, and have not accessed them this way before.

A: Please fill in the IT Support request with your details and the systems management team will be in touch with your options for reports and images online:

(IT Support Request)


Q: Upon accessing patient images, the quality of the images is low, and or many images seem to be missing.

A: You may have logged into the patient access area of CIG’s web access. These images are a sample set for patients only and are not for diagnostic purposes. Please fill out the following form below in order to use the correct software to access CIG patient images:

(PACS Installation Form)


Q: Accessing patient images seems slow.

A: Depending on the size of the study, images may take some time to load. This is heavily dependent on the type and speed of your broadband connection. If it is normally fine, CIG may be experiencing a large volume of traffic and it may be better to try again a short time later.


Q: We’ve had IT Support install CIG’s software which worked in the past, but is not currently working.

A: Please run this fix www.canberraimaging.com.au/isitefix.txt. You will need to rename the fix to .exe in order to run the application. If this does not fix your issue, please fill in the IT Support Request online form.


Q: When I open iSite, the entire screen is beige, and I’m unable to select anything.

A: Please resize the active window, or minimize then maximize it.


Q: How do I setup my practice management software to print to CIG’s preprinted A4 request forms.

A: Within the setup of your practice management software there will be a section for adding the appropriate referral field co-ordinates. If you are unsure of how the access these settings please contact your software support. The following table provides a based set of co-ordinates that can be used to assist in the configuration. Please note that some fine tuning will be required depending on your software.

From Left From Top From Left From Top
Patient’s Name 15 35 Doctor’s Name 15 190
Patient’s Address 15 45 Doctor’s Address 15 195
Patient’s DOB 132 30 Doctor’s Provider No. 15 203
Medicare No. 133 45 Doctor’s Phone 15 208
Chart No. 80 70 Date Printed 130 208
Phone No. 170 35 Copy To 30 173
Request 15 80 Width 130 Lines 5
Reason 15 105 Width 130 Lines 12