Troubleshooting Velogic Studio

Comprehensive troubleshooting guide for common Velogic Studio issues including performance, crashes, and video problems

If you can't get any information at all from the Kinect, or the Kinect is disconnecting: check out our hardware compatibility guide and Kinect camera troubleshooting guide 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

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

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 to fix this specific issue. If you install that driver version and still get the freeze, try using Intel's own management software 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, but in Device Manager choose "Display adaptor" instead of the example given in the article:

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

• Click "Add or remove exclusions"

Virus protection settings page with Add or remove exclusions option

• Click "Add an exclusion" and then "Folder"

Add exclusion dialog with Folder option selected for excluding fit data directory

• 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

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

• Click "Windows Logs" and then "Application"

Event Viewer with Windows Logs and Application section highlighted

• 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

• 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

• 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

• 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

• Send an email with that file attached, to [email protected]

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

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

• Right-click on the process and choose "Create dump file"

Right-click context menu on process showing Create dump file option

• You'll see a message like this:

  

  Dump file creation progress dialog showing file generation in progress

  ... and then after a few seconds, you'll see:

  

  Dump file creation completed dialog showing file path location
• In your web browser, visit https://vlgc.io/upload, and click the "Select files" button

Web upload interface at vlgc.io/upload with Select files button

• Navigate to the path from the previous step (e.g. c:\Users<yourname>\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

• 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 [email protected], 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. 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

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 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
• Click File -> Export, save the file somewhere (e.g. your desktop) and then email the file to us - [email protected]