Troubleshooting Velogic Studio
Comprehensive troubleshooting guide for common Velogic Studio issues including performance, crashes, and video problems
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Comprehensive troubleshooting guide for common Velogic Studio issues including performance, crashes, and video problems
Last updated
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.
See: Troubleshooting marker detection
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
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.
Velogic Studio is a very stable application, but if you experience occasionally crashes, read on for possible solutions.
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: 
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"
Click "Add or remove exclusions"
Click "Add an exclusion" and then "Folder"
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
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.
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")
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
Click "Windows Logs" and then "Application"
In the Actions area on the right-hand side of the window, click "Filter current log"
In the Filter popup window, set the options: Event level = Error, Event sources = .NET Runtime, Event ID = 1011, then click OK
In the Actions area on the right-hand side of the window, click "Save Filtered Log File as..."
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
Send an email with that file attached, to [email protected]
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.
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.
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
Right-click on the process and choose "Create dump file"
You'll see a message like this:
... and then after a few seconds, you'll see:
In your web browser, visit https://vlgc.io/upload, and click the "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"
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
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.
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.
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.
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.
We built a tool into Velogic Studio that you can use to submit detailed performance data. See this article for details.
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:
Click File -> Export, save the file somewhere (e.g. your desktop) and then email the file to us - [email protected]