# Troubleshooting Velogic Studio If you can't get any information at all from the Kinect, or the Kinect is disconnecting: check out our [hardware compatibility guide](/section-01-getting-started/pc-system-requirements.md) and [Kinect camera troubleshooting guide](/section-01-getting-started/kinect-troubleshooting.md) first. Once you're sure that the Kinect is working fine (i.e. the Kinect Configuration Verifier is stable and giving 29-30 FPS), this guide will help you troubleshoot application issues. ## Wireframe does not appear automatically See: [Troubleshooting marker detection](/section-02-using-velogic-studio/troubleshooting-marker-detection.md) ## 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 Velogic Studio, 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. See also: [Lighting & environment](/section-01-getting-started/lighting-environment.md) ## Liveview isn't live (freezes after one frame) This is a known problem with Intel Iris Xe graphics drivers. There are a few different solutions: * You can update your drivers to the latest version and see if the problem is fixed. You should be able to do this with either Device Manager (expand Display Adaptors, right-click your graphics card and choose Update Driver), OR manually install the [driver version recommended by Intel](https://www.intel.com/content/www/us/en/download/19344/30579/intel-graphics-windows-dch-drivers.html?) to fix this specific issue. If you install that driver version and still get the freeze, try using [Intel's own management software](https://www.intel.com/content/www/us/en/support/detect.html) to update to a later version of graphics drivers. * You can disable the problematic code for your whole computer by setting this dword flag in Registry Editor: `HKCU\SOFTWARE\Microsoft\Avalon.Graphics\DisableHWAcceleration : 1` * Velogic Studio has a special setting to disable hardware acceleration to work around this issue: Settings -> Support -> Force software render mode. It's generally better for this setting to be off (because it forces your CPU to do work that should be done by the GPU), but turning it on will work around the driver issue. ## Occasional random crashes Velogic Studio is a very stable application, but if you experience occasionally crashes, read on for possible solutions. ### Update display drivers Velogic Studio uses functionality from your video drivers. If the video drivers are buggy, this can cause instability in Velogic Studio. Follow [this guide from Microsoft](https://support.microsoft.com/en-us/windows/update-drivers-in-windows-10-ec62f46c-ff14-c91d-eead-d7126dc1f7b6), but in Device Manager choose "Display adaptor" instead of the example given in the article: ![Device Manager window showing Display Adapters section for updating video drivers](/files/4L3VRfMkm6odWLCYAGVm) ### Tell antivirus not to check the files saved by Velogic Studio If Velogic Studio is "freezing up" for you when you save a capture, this might help. Windows has a built-in antivirus which scans every file saved to disk. Sometimes we think it mis-identifies a video being saved as a virus, and will halt Velogic Studio without any error report being sent. You can avoid these false positives, and also reduce the time taken to save the results of each capture, by telling Windows to ignore the directory where Velogic Studio fit data is saved: * Click "Start" and type in "Virus", click on "Virus & threat protection" * Click "Manage settings" on "Virus & threat protection settings" ![Windows Defender Virus & threat protection settings with Manage settings button](/files/AjwkYePrkcySOgWewl2t) * Click "Add or remove exclusions" ![Virus protection settings page with Add or remove exclusions option](/files/BXqsWWdCIo1MtgV4ar8K) * Click "Add an exclusion" and then "Folder" ![Add exclusion dialog with Folder option selected for excluding fit data directory](/files/Z7x6DrqU2aHufIB6oXsM) * Choose the folder where Velogic Studio saves fit data (usually this will be "Documents\Velogic Studio fits", but you may have changed it in Velogic Studio's settings) * Restart Velogic Studio ### Check for other applications using LibUSB Some customers have reported issues with Velogic Studio freezing when other applications which use LibUSB are installed on the same computer. One example of such an application is the EBike management software. You can check for LibUSB by looking in Driver Manager. ![Device Manager showing LibUSB drivers in system devices list](/files/hXb1ocSPuIcsUveUDmiJ) If you find LibUSB is present on the computer, try removing any other USB dongles from the computer. If Velogic Studio is still unstable, try remove libUSB from the computer (right-click on the entry in Device Manager and choose "Uninstall Device") ### Check for Velogic Studio error messages in the Event Viewer Visual Studio writes error information into the Windows Event Log. We might ask you to check the logs and send us a file with relevant information. Here's how you do that: * Press Windows key and search for "Event Viewer", then click to run it ![Windows Start menu search results showing Event Viewer application](/files/2QS0fb378bpDYky6hIzH) * Click "Windows Logs" and then "Application" ![Event Viewer with Windows Logs and Application section highlighted](/files/ka0UlJoYkQnfa3Brdu7w) * In the Actions area on the right-hand side of the window, click "Filter current log" ![Event Viewer Actions panel with Filter current log option selected](/files/S93cvKraA6BemZBtEMAe) * In the Filter popup window, set the options: Event level = Error, Event sources = .NET Runtime, Event ID = 1011, then click OK ![Filter Current Log dialog with Error level and .NET Runtime settings configured](/files/xxVshALEL97aByr8XfVs) * In the Actions area on the right-hand side of the window, click "Save Filtered Log File as..." ![Event Viewer Actions panel showing Save Filtered Log File option](/files/MMAM7l6jpOewJPdGVQqD) * In the Save dialog, give the file a name (e.g your name) and save it somewhere you can find it again, e.g. the desktop ![Save As dialog for exporting filtered event log file to desktop](/files/qkeOYw7WwJPfAyIdUjzr) * Send an email with that file attached, to ### Upload dump files If Velogic Studio exits unexpectedly (crashes), it should write a dump file to a directory on your computer and then restart. When it restarts, it will notice that the dump file exists, and show a prompt at the bottom of the main Velogic Studio window. ![Velogic Studio crash dump upload prompt with Upload button at bottom of window](/files/KIExcrb85oClDMksqq5x) These dump files are very useful to help us diagnose, and eventually fix, the issue that caused the crash. If you see this message, and you have reasonable internet connection, please click "Upload" button. Velogic Studio will zip the dump file(s) and upload them to our support team. It may take several minutes to upload, but you can use the application as normal while the upload is happening, and you can cancel it at any time. If you don't wish to upload the files to support, you can click "Delete". Or you can click the X button to hide the message without taking any action. ### Sending us a manual dump file If Visual Studio becomes unresponsive, but it doesn't automatically create a dump file (see above), we might ask you to manually create a dump file. Here's how to do that: * Run Task Explorer (by pressing ctrl+shift+esc keys all together) * Find Velogic Studio, and click the expander next to it ![Task Manager showing Velogic Studio process with expanded view of sub-processes](/files/xDC2bY3Xzu5qPBkfOg4l) * Right-click on the process and choose "Create dump file" ![Right-click context menu on process showing Create dump file option](/files/1L1ndaIPcVyVaHYNMk2m) * You'll see a message like this: ![Dump file creation progress dialog showing file generation in progress](/files/GnNi3kgxzEl1FWHPjnCn) ... and then after a few seconds, you'll see: ![Dump file creation completed dialog showing file path location](/files/kvJkZGcH5nyhIJBS0tKd) * In your web browser, visit , and click the "Select files" button ![Web upload interface at vlgc.io/upload with Select files button](/files/kYIxvye4yh6G6tLoImi4) * Navigate to the path from the previous step (e.g. c:\Users\\AppData\Local\temp\Velogic.Studio.App.DMP). To make that easier, you can type this into the File name box: `%localappdata%\temp\Velogic.Studio.App.DMP` * Enter your first & last name, and click "Upload" ![File upload form with name fields and Upload button for sending dump file](/files/BbBkWnZWv4tuvHwyZar7) * It will take a few minutes to upload, depending on your internet connection. The dump file is likely to be around 1GB, so if you are on expensive internet, please contact us to make sure this is the best process for you. * Please also send an email to , explaining why you sent the .dmp file. Ideally your email will contain: * What you were doing * What you expected to happen * What actually happened ## Application generally feels sluggish, videos are laggy Velogic applications should always feel "snappy" and have good performance on reasonable hardware. If you have hardware that exceeds our minimum specs, and you're not getting the performance you're expecting, here are some things you can check. ### Try unplugging webcam We have had reports from users that some webcams take a lot of CPU themselves, leaving not enough for Velogic apps to do their work. Try disconnecting your webcam, and if the performance is noticeably better, use a different webcam. ### Use Process Explorer to find the bottleneck Process Explorer is a free utility from Microsoft (part of the free Sysinternals toolset). You can download or run directly from the [Process Explorer webpage](https://docs.microsoft.com/en-us/sysinternals/downloads/process-explorer). Simply find the Velogic process in the process list, then right-click and choose "Properties". Leave that running while you perform some activities in Velogic Studio, then examine the graphs. ![Process Explorer performance graphs showing CPU usage, memory, and I/O statistics](/files/sYdf7SQtuKkNWMSiSw7A) You can look at: * CPU usage - CPU usage is low, which is good. (High CPU usage is not necessarily bad, unless you're unhappy with the overall performance of the application) * "Private Bytes" - this is memory usage, and should remain fairly constant as somewhere around 500-700MB. If it is continually and rapidly climbing, you may be experiencing a memory leak - please contact us and send a copy of your graph (you can screenshot it with \[Shift]-\[Windows]-\[s] key combo) * I/O - the IO peaks during the Capture period, when the app is writing video to disk. IO is low aside from that. The CPU peak over the Capture period is quite small, so the CPU isn't working too hard encoding the videos. We are happy to help diagnose any performance issues that you're having with our software. Please get in touch with as much information as you have - ideally including a screenshot from Process Explorer. ### Submit performance data for us to analyse We built a tool into Velogic Studio that you can use to submit detailed performance data. See [this article](/section-01-getting-started/submitting-performance-data.md) for details. ### Sending us system information Windows has a built-in tool to gather detailed information about your system's hardware and operating system. This can sometimes be useful to help us diagnose issues. If we ask you for this: * Click Windows menu and type "System Information", then run the app: ![Windows Start menu search showing System Information application](/files/JUPEwWRqI1HVEUSrjczP) * * Click File -> Export, save the file somewhere (e.g. your desktop) and then email the file to us - --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://docs.velogicfit.com/section-02-using-velogic-studio/troubleshooting.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. 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