PowerShare Image Sharing FAQs for Patients

This article provides answers to common questions for patients using the PowerShare Network to access and request their medical images. It is designed to help you get started, troubleshoot common issues, and know where to get support.

Overview

This article provides information and troubleshooting to PowerShare Image Sharing patients regarding:

• Creating an account
• Troubleshooting Missing Images After Registration
• Manually Connecting to a Facility and Requesting Images
• Troubleshooting Email Issues
• Contacting Support

Supported web browsers include:

• Microsoft Edge
• Mozilla Firefox
• Google Chrome

PowerShare support cannot assist with any of the following. Please contact the imaging facility for assistance with any of the following:

• Obtaining a CD with your images
• Sending images directly to another doctor or facility
• Expediting your request for images
• Obtaining a token code to unlock your images

Creating an Account

Before Registration

Patients and physicians should not create an account unless they have received an invitation email from notifications@NuancePowerShare.com.

To get an invitation email, contact the facility that has your imaging and ask them to send it to you through PowerShare. This is usually the same facility where your imaging was performed.

If you already requested your imaging from the facility but did not receive an email, refer to Email Troubleshooting

Registration

To complete your registration and keep your account secure, follow these steps:

1. Check your email inbox for a message from notifications@nuancepowershare.com

2. If you did not receive an invitation or verification email, refer to the Email Troubleshooting section.

3. Select the link in the email to complete your registration.

4. After your account is registered, you will receive a second email that lets you create a password for your account.

5. Select the link in the email and create a strong password. Requirements will show as you start typing.

6. Once your password is set, you will be prompted to set up 2-Step Verification for extra security. This requires a verification code (in addition to your password) each time you log in to PowerShare.

7. Choose one of the following 2-Step Verification Methods (MFA)

   • Text message (SMS) (USA only) When prompted, enter your cell phone number (do not include the 1 before your phone number). The system will text a 6-digit code to your phone. Check your text messages for the code.
   • Authenticator app (scan the QR code) If you do not already have an authenticator app, download one to your phone from the App Store. Then scan the QR code and enter the one-time code shown in the authenticator app.

Missing Images After Registration

If you registered and logged in but do not see any images, follow the steps below. Each step helps confirm that your account is set up correctly.

Confirm You Used the Correct Email Address

Did you register using the same email address that you received in the invitation email?

• Yes - continue to the next section, titled Log In and Check Contacts for the Facility.
• No - follow the instructions to manually connect and request images from the facility.

Log In and Check Contacts for the Facility

1. Log in to www1.nuancepowershare.com with your PowerShare account.

2. Select the Contacts tab at the top of the page.

3. Look for Filter by: All Contacts in the upper left of the Contacts list.

4. If All Contacts is not displayed, use the drop down to select All Contacts.

5. Check for your imaging facility in the results.

   • If you see the facility listed - continue to the next section, titled Check for Your Images.
   • If you do not see the facility listed - follow the instructions to manually connect and request images from the facility.

Check for Your Images

1. Select the Images tab at the top of the page.

2. Look for Show: All Images in the upper left. If it does not say All Images, use the drop down to select All Images.

   • If you see your images - you are all set. To open a Guided Walkthrough, click the ? in the bottom right to see step-by-step instructions for viewing, downloading, or sharing your images.
   • If you see an Image ID and a box to enter a token code - enter the token code you received from the facility and press Enter on your keyboard. If you do not have the token code, contact the imaging facility to get the existing token code.
   • If the facility is listed in your contacts but there are no images in the images tab - follow the instructions to request images from the facility section.

Manually Connecting to a Facility and Requesting Images

To connect to a facility and request images, follow these steps:

Adding New Contacts

1. Sign in to PowerShare at https:⁠//www1.nuancepowershare.com.
2. Select the Contacts tab.
3. Select Add New Contacts.
4. Choose a Category (required). If you are not sure which category to use, choose Hospital/Imaging Facility, and then search for the facility.

5⁠.  In the Search Results list, find the facility, then confirm:

• The facility name ends with the word “hub” shown in gray text.
• Above the Invite button, it says *Not in your contacts.

6⁠.  If you confirmed the above, then select Invite.

7⁠.  Fill out the invitation form:

• Check: I hereby electronically sign a HIPAA release for any data shared with this contact in the future(required).
• You can leave the other settings at their default values unless you have been instructed to change them.

8⁠.  Send the invitation.

What to expect: The invitation will stay listed as pending until the facility accepts your invitation. You will receive a notification email when the facility accepts your invitation. The turnaround time depends entirely on the facility.

Requesting Images

Before you start: You can only request images from a facility after they have accepted your contact invitation. There are two ways to request images: from the Contacts screen (recommended) or from the Home screen.

Requesting Images from the Contacts Screen (Recommended)

1. Log in to PowerShare at https:⁠//www1.nuancepowershare.com, then select the Contacts tab.
2. From the drop-down list, find the correct facility contact, and select the contact name.
3. Select Request Images.
4. In the Create Your Image Request form, enter the required patient information.
5. Select Next.
6. Complete the Image Information fields.

7⁠.  Select Send Request.

What happens next: The facility will receive notifications that they have a request for images in PowerShare.

The facility will then fulfill your request. You should receive an email when images are shared with you. When the images are available, you can find them on the Images tab.

Requesting Images from the Home Screen

1. Log in to PowerShare at https:⁠//www1.nuancepowershare.com.
2. On the Home tab, select Request Images.
3. In the Search Results list, find the correct facility and select Request Images.

4⁠.  Select Send Request. A confirmation message will appear.

What happens next: The facility will receive notifications that they have a request for images in PowerShare. The facility will then fulfill your request. You should receive an email when images are shared with you.

When the images are available, you can find them on the Images tab.

Email Troubleshooting

If you expected an email (for example, an invite or verification email) and you do not see it, try the steps below. Search your inbox for the sender's address.

Look for emails from notifications@NuancePowerShare.com or support@nuance.com. Check your Spam or Junk folder.

Sometimes these emails are filtered there by mistake. Depending on your email service, this folder may be called Spam, Junk, or Bulk Mail.

If you’re checking email on a phone or tablet, try a computer.

Sign in to your email on a computer (or use your phone’s web browser to sign in). Some email providers show fewer emails in mobile apps.

Ask the imaging facility to resend the initial invitation email.

They can resend it, or they can send it to a different email address if needed.

If you try the steps above and still do not receive the email, consider using a different email address (for example, a family member’s) and ask the imaging facility to send it there.

How to Contact Support

If after you have reviewed this troubleshooting FAQ and you still need assistance, please reach out to Support by emailing: support@nuancepowershare.com. Please include contact information and a description of the issue such as:

• Downloading Images
• Log In Problems
• No Images
• Error Message