How to share things with Velogic support
If you are having problems with any aspect of Velogic Studio, there are often things you can share with us so that we can help you troubleshoot. This page lists out the various different things you can share, and when it's appropriate to do each.
Sharing a whole fit session (to troubleshoot strange results or report issues)
If you've completed a fit and seen something strange in the results or the report, you can share the whole fit with us.
- Run File Explorer and navigate to the "Velogic Studio Fits" folder (inside "My Documents" folder)
- Find the fit you would like to share with us
- Right-click on the folder and choose "Compress to ZIP file"
- In your browser, navigate to https://vlgc.io/upload
- Click the "Select Files" button:
... and navigate to the .zip file you created above. - You'll be asked for your name, and the file will upload. Please also send us an email (support@velogicfit.com) to let us know why you sent it and how we can help.
Sharing replay files (to troubleshoot camera or marker issues)
A replay file contains a few seconds worth of the raw data produced by the camera. We can use a replay file to troubleshoot why you are having problems with marker dot recognition, or perhaps measurement with the wand.
There is an in-built wizard which will take you through the process of recording and uploading the sample file; see this docs page.
Sharing performance data (to troubleshoot software performance issues)
If Velogic Studio seems sluggish or you aren't happy with the performance on your computer, you can use an inbuilt tool to record and upload a performance file. We can analyse this file to see where Velogic Studio was spending most of its time, which may lead to future performance improvements.
See our docs on Submitting performance data (velogicfit.com)
Sharing measurement data (if you get unusual measurements with the wand)
If you're using the measurement wand to take bike measurements, and you're not happy with the measurements you're getting, you can share a screenshot of your measurements plus data from the camera of the wand position at each point.
We can analyse the data and provide guidance.
To share this data with us, simply click the "Upload to support" button at the bottom of the measurements column at the end of the measurement wizardL
Sharing your screen (so we can help you in a live support session)
You can book a 30-minute one-on-one remote support session with us here. The booking process will provide you with a link to download our remote support software, and will ask you for a WhatsApp number to use for audio during the session.
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