How to share things with Velogic support

Comprehensive guide for sharing fit sessions, replay files, performance data, and other diagnostics with Velogic support for troubleshooting.

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.

1. Run File Explorer and navigate to the "Velogic Studio Fits" folder (inside "My Documents" folder)

2. Find the fit you would like to share with us

3. Right-click on the folder and choose "Compress to ZIP file"

   

   Windows File Explorer context menu showing 'Compress to ZIP file' option for creating compressed fit session archive
4. In your browser, navigate to https://vlgc.io/upload

5. Click the "Select Files" button:

   

   Velogic file upload webpage with 'Select Files' button for uploading fit session data to support team

   ... and navigate to the .zip file you created above.

6. You'll be asked for your name, and the file will upload. Please also send us an email ([email protected]) 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.

If you are having issues with Marker Detection we have a simple process for submitting files for analysis.

Here's a video of the "Submit Sample" process:

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:

Velogic Studio live view dropdown menu with 'Send a sample' option for submitting camera data samples to support

Then click "Send a sample"

This popup will appear:

Sample submission dialog explaining the process for sending camera data samples to Velogic development team

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.

Consent form dialog requesting rider permission to use their data and image in Velogic's development process

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.

Sample size selection dialog offering minimal, standard, or full upload options with time considerations

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.

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

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 wizard:

Bike measurements column showing 'Upload to support' button at bottom for sharing measurement wand data with support team

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.