Calibration fails or produces high error
Symptoms: calibration reports high reprojection error, or the app refuses to accept the calibration.
Likely causes:
- Calibration target is bent, flexed, or damaged.
- Target is partially out of frame in one camera.
- Target is too far from the cameras (should be within 2–3 meters).
- Glare or shadow obscuring the pattern.
- Cameras are too close to each other (not enough baseline for triangulation).
Fix:
- Reprint the target on rigid backing.
- Ensure the full target is visible in both cameras.
- Adjust lighting to eliminate glare.
- Widen the baseline between cameras to 1.5–2 meters.
Video uploads but processing fails
Symptoms: session moves to failed status after upload.
Likely causes:
- Subject was only partially visible in the video.
- The chosen module does not match the movement performed.
- Video file is corrupted during upload.
- Lighting conditions were too poor for pose detection.
Fix:
- Check the capture quality — was the subject's full body visible throughout?
- Confirm the module matches what was recorded.
- Retry the upload if it was interrupted.
- Recapture in better lighting if the pose detection likely failed.
Metric values look wrong
Symptoms: grades are red but the movement looked normal, or values are implausibly large or small.
Likely causes:
- Calibration was drift or incorrect (most common).
- Subject wearing loose clothing that confused joint identification.
- Camera positioning changed mid-session.
- Module-specific assumptions violated (e.g., CMJ performed with a preparatory step).
Fix:
- Recalibrate and recapture.
- Use tighter clothing for joint identification.
- Secure cameras on tripods.
- Coach the subject through the standard movement for the module.
Metric not appearing in results
Symptoms: a metric that usually shows up is missing from the results.
Likely cause: the metric value was outside the plausible physiological range and was excluded by range validation.
Fix: recapture. If the problem persists, contact support with the session ID.
App crashes during capture
Symptoms: mobile app crashes or freezes.
Fix:
- Restart the app.
- Ensure both phones have adequate battery (> 30%).
- Close other apps using the camera or microphone.
- Update the app to the latest version.
If the problem persists, contact support with details of when the crash occurs.
Still stuck?
Contact support with:
- Your organization name
- The subject's session ID (visible in the URL)
- A description of what happened and what you expected
- Screenshots if relevant