TROUBLESHOOTING
Depth, gallery, performance, recording, and licensing
DEPTH / 3D
| Symptom | Likely cause | Fix |
|---|---|---|
| "CONNECTING TO DEPTH SENSOR" overlay | Sensor booting or unplugged | Wait 5-10 s; check USB 3.0; replug the sensor; verify the SDK/service for Kinect. |
| DEPTH view black | No depth stream | Select the RealSense/Kinect source; check the performance preset isn't blocking depth. |
| 3D view empty | Intrinsics not loaded | Restart the app; confirm the sidecar/bridge is running (RealSense). |
| Flickering brightness/colors in live depth | Old build | Update to the latest build (range smoothing fix). Keep RANGE near center. |
| Close objects white, far black (or reverse) | RANGE slider off-center | Reset RANGE to 50 (center). |
| Gallery DEPTH looks flat / wrong | Static PNG vs raw | Use the DEPTH layer (re-rendered), not an old screenshot; move RANGE. |
| Gallery RANGE doesn't affect color depth | Old build | Update, RANGE now affects both mono and false-color. |
| No 3D button in gallery | Old detection | Only detections captured after the 3D snapshot feature was added have one; capture new detections. |
| No D / 3D badge on a card | No depth saved for that hit | The sensor wasn't streaming depth at detection time. |
Remember: in DEPTH and DEPTH_3D, color always means distance. POINT_CLOUD is the mode that textures points from the live camera. See DEPTH & 3D controls.
GALLERY & EXPORTS
| Symptom | Fix |
|---|---|
| Save view fails | Confirm the detection folder is writable; check disk space. |
| No red box on a depth export | The bbox is stored in metadata, if missing, the detection predates bbox save. |
| 3D SAVE NEW missing | Open 3D from the gallery (not the PLY room scan); update the app. |
| Edited depth looks wrong with sepia/invert | Expected, depth is scientific viz. Use DEPTH COLOR + RANGE first, with minimal filters. |
Full workflow: Gallery RGB / DEPTH / 3D & Save view.
PERFORMANCE & PRESETS
| Symptom | Fix |
|---|---|
| Laggy 3D / low FPS | Switch the preset to Light or Balanced; disable ROOM_MAP. |
| No DEPTH_3D in the view cycle | Enable the Show preset, or enable 3D views in advanced settings. |
| Detectors not responding at session start | Wait for the first camera frame; detectors run once the live feed is active. |
RECORDING
| Symptom | Fix |
|---|---|
| Recording won't start | Windows screen-capture permission; run as a normal user (not RDP-locked). |
| Long wait after stop | A transcode is in progress, watch the progress bar. |
| Huge file | Use a medium bitrate in settings; update to the build with the ffmpeg pipe. |
| No audio | Check the recording audio device in settings. |
See the recording guide.
LICENSING & DEMO
| Symptom | Fix |
|---|---|
| Demo expired immediately | Machine clock is wrong; correct the system clock and reinstall the demo. |
| Key won't activate | One key per machine; email support with your SPTR- key. |
| Still shows DEMO after activating | Restart the app; verify the activation endpoint is reachable once for the online check. |
Detectors seem quiet? Confirm the camera feed is active, and review your detector sensitivity in Settings. In licensed mode all detectors run at the thresholds you set in Settings.