Troubleshooting

If you can’t get any information at all from the Kinect, check out our hardware compability guide first.

If you’re getting data from the Kinect but it’s not high quality, this guide will help you troubleshoot.

Wireframe does not appear automatically

Look for other reflections highlighted as red dots

  • Logos or tabs on shorts, jersey and shoes
  • Shiny parts on the bike
  • Alloy rims

We have a lot of filtering in the detection process to eliminate the extra reflections and the high grade markers (the material printed on the VF-Tape is night-vision rated) are part of how we distinguish between wanted and unwanted reflections.

Check the placement of the markers

  • Shoulder marker too high so it points upwards
  • Wrist angling away from camera
  • Foot marker point down
  • Elbow marker folded over

Sometimes you may encounter a situation where a rider breaks one of our proportionality rules (more likely with very short or very tall riders) in which case we need you to submit a file so we can refine the rules (see below for instructions).

Framerate is low

If you are trying to achieve the best environmental conditions (to improve the framerate) there are some things to check for.

  • If this is the first time you have run 3D Motion, or you have just upgraded to a new version - Windows may still be busy optimising the application for your computer. Please leave it to run for a few minutes and then close and restart.

  • Strong light sources (window, door, light bulb) behind the rider, in view of the Kinect will lead to worsened frame rate and a blurry image (though this does not affect the measurement - just the colour image).

  • Poor lighting conditions can mean a dimly lit area, or only overhead. Any lighting situation that creates a gradient across the rider (ex. bright at the top and dark at the bottom) or hot spots (shining directly at one of the markers) will harm the lighting score.

Submitting a file for us to assess

If you are having issues with Marker Detection we have a new, simplified process for submitting error files.

Before you begin the process please ensure that the system has been calibrated and the bike measured (this data is saved in the file submitted and will help us troubleshoot).

When ready please click on the dropdown at the top left of the liveview:

Quality indicator expanded

Then click “Send a sample”

This popup will appear:

Send Sample wizard
Send Sample wizard

Click “Next” for the consent form. You will need to ask the rider if they consent to their data and image being used in our development process. The files will never be shared outside velogicfit.

Send Sample permission
Send Sample permission

Click “Next” to indicate what size upload you wish to provide. Note that the minimal option can sometimes mean that we can’t identify your issue. However, you will not be able to do anything else with the system while it is uploading so do not choose the full sample option if it means you will be waiting for 20mins for the upload to complete.

Send Sample size
Send Sample size

When you have selected a sample size, click Next and finish the wizard.

If your issue is urgent, please get in touch with us to let us know that you’ve submitted a sample, and what the problem was.

Here’s a video of the “Submit Sample” process: