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Troubleshooting Imaging Issues

Image quality is degraded

  • Switch to another preset for a few moments, and then return to the original preset. This action will reset the imaging parameters. 
  • Make sure you are using the appropriate preset and the depth is appropriate for the anatomy being scanned.
  • Make sure the brightness on your screen is set to the recommended setting of 65%.
  • Make sure you are using enough approved ultrasound gel.
  • To determine if your probe is damaged, perform the Probe Diagnostic Test.
  • If you are still not satisfied with the image quality, please submit feedback directly from the mobile app or contact us via email at support@butterflynetwork.com
    • In your email to Butterfly Support, please include de-identified image examples, the preset you were using at the time, and any other relevant information.

I cannot upload a study; the study is stuck in the outbox

  • Make sure your mobile device has network connectivity (WiFi or a cellular connection).
  • The Butterfly Cloud service may be undergoing maintenance or may be unavailable. Try again later.

If this problem persists, please contact support@butterflynetwork.com with details describing your issue, including the email address you use to log in to the app.

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