Documentation / Troubleshooting

Table of Contents

Troubleshooting

Audio

  • Log Error: Audio Failed to Open WMF Audio Device - this issue is rooted in other software taking control of your connected audio device. Ensure no other program is running or disable exclusive mode. To disable exclusive mode, right-click the Speaker icon on the Windows toolbar, and select Open Sound Settings. Click Device Properties located underneath Choose Your Output Device, then click Additional Device Properties located underneath related settings. In the line properties window, click the Advanced tab, then uncheck "Allow applications to take exclusive control of this device". Click apply, then click okay.

  • Cannot hear audio after clicking Start Monitoring - confirm you have followed the audio instructions found within the Capture Suite documentation here. Make sure you have selected the correct input and output devices. Also, ensure your audio is not muted on the PC.

Crashes

  • If the Capture Suite crashes when recording raw or compressed captures, ensure you have ample storage space on your SSD. Raw captures have an extremely large file size.

  • If you encounter a crash during a compressed recording, ensure your NVIDIA driver is up to date. In order to update your driver, head here. We recommend installing the studio driver, not the game ready driver.

  • If crashes persist during compressed recordings, and your NVIDIA driver is up to date, ensure your maximum vertices setting (found within the volumization section) is not set too high. If you are recording at a volumization resolution of 256, the default value for naximum vertices, 262144, should suffice. Volumization

Hardware Sync

  • Check infrared views of the cameras to ensure there are no pulses of light coming from any camera; failure to do so will cause arms and legs to fade in and out of sync.

  • Ensure that delay from primary is set for each camera in accordance with the settings outlined in the Calibration section of the Capture Suite documentation found here.

  • If camera feeds stop when enabling hardware sync, it could be one of a few things. First, ensure hardware sync is wired correctly for each camera and that the cameras are all updated to the latest Azure Kinect firmware. Instructions to update the Azure Kinect firmware can be found within the Installation Requirements section of the Capture Suite documentation here This can also be caused by a bad USB extender, which is typically noted by corrupt JPEGs in the log. Ensure you use the cables noted in the hardware requirements section found here. It can also mean that there is a USB bandwidth issue, especially if you are not utilizing the required StarTech USB 3.0 PCIe cards outlined in the hardware requirements section. Finally, try unplugging your cameras and re-plugging them back into the computer one by one. Sometimes a PC shutdown will help as well.

  • If hardware sync is enabled and you still notice pulses of light from cameras in the infrared view, increase your delay from primary setting until the pulses of light cease or slightly modify the placement of your camera. All of the cameras' delay from primary settings will have to be updated accordingly. Restarting the Capture Suite may help. Make sure auto exposure is turned off and that this is done prior to enabling hardware sync.

  • If you notice no content rendering, but hardware sync is enabled, go through the sync chain via the camera tabs. You will eventually come across a camera that does not have a "Device Statistics" section. This means the camera in the sync chain right before this camera has their sync in and sync out cables reversed. Confirming the cables are in the correct port will solve this issue.

Performance/Hardware

  • Azure Kinect troubleshooting instructions can be found on Microsoft's website here.

  • If a camera shows no light on the front or back, swap the active extension cable to confirm the cause is a faulty extension cable.

  • Confirm that the cables coming from the Azure Kinect are plugged in correctly. The power cable should be plugged into the power adapter, not the USB extension cable.

  • If you encounter rendering speed issues (especially with hardware sync enabled), you may have an issue with your RAM clock speeds. You can use CPU-Z to view this, which can be downloaded here. Within the Memory tab, you want to make sure that you are not running in single channel mode (dual or quad mode, depending on your memory configuration) and that your DRAM Frequency is the maximum supported by your RAM. For example, if you're running in dual channel with 32GB of RAM, your DRAM frequency should be 1799 MHz. In order to modify the timings, you need to do this in the BIOS. You can enable the XMP Profile within the BIOS which will set the ideal settings. Consult your motherboard manual to make sure your RAM is in the correct slots for dual or quad channel mode. The image below shows CPU-Z and correct settings for a machine with 32GB of RAM. Below is an image of CPU-Z. CPU-Z

  • If still experiencing rendering speed issues, decreasing the maximum queued frames setting from 5 down to 3 or 4 can help. Also, lowering the camera color and depth resolution can help as well.

  • If there is a flicker when viewing content in preview or a flicker in the color camera feed, open the log. If there is a corrupt JPEG error, this might mean the USB extension cable for that camera needs to be replaced. This can also mean your powerline frequency setting is not correct; 60Hz for North America, 50Hz for most other countries.

  • Corrupt JPEG

    • Confirm you have followed the steps and enabled the settings outlined in the Installation Requirements section of the Capture Suite documentation here.

    • Reboot the Camera - if this fixes your corruption issue, then the camera was in a bad state. Ensure you plug the power in first, then the USB-C cable.

    • Reboot the PC - if this fixes your corruption issue, then it was caused by a random Windows issue.

    • Isolate the camera having issues; only connect one camera to the PC and verify if you still receive the error - if this fixes your corruption issue, then you may have a USB bandwidth issue which is solved by utilizing the StarTech USB PCIe card referenced in the hardware requirements found here.

    • Remove the USB extension cable and test with a direct connection - if this fixes your corruption issue, then it was caused by a faulty USB extension cable.

    • If your USB extension cables require power, ensure they are powered correctly.

    • Ensure your StarTech external USB PCIe cards are powered by SATA cables.

    • Confirm your PC has an appropriately rated power supply and you are not under-powering the computer.

    • Confirm your hardware specs are included in the hardware requirements list from Soar.

    • Ensure your RAM timings are set correctly within the BIOS (enable XMP Profile).

    • Make sure that your configuration has the maximum number of supported memory channels populated.

    • If none of the above solve your corrupt JPEG issues, you most likely have an electrical issue in your capture room. Consult an electrician.

  • Memory Channels/RAM

    • Make sure that your configuration has the maximum number of supported memory channels populated. Failure to do so can cause performance problems.

    • If rendering is slow, ensure your RAM timings are set correctly within the BIOS (enable XMP Profile). Also, confirm there are no corrupt JPEG errors in the log as this means frames are not arriving on time and can cause calibration and rendering issues.

  • StarTech Card

    • If all of your connected cameras are not appearing in the Capture Suite, and this persists after clicking the refresh button, you most likely have a USB bandwidth issue. Consult the hardware requirements page and ensure you are using the recommended StarTech USB 3.0 PCIe card.

    • The StarTech card can shift in its socket, sometimes due to temperature changes - may need to be reseated if experiencing issues such as corrupt JPEGs or cameras not appearing.

    • BIOS - ensure the BIOS is setup right for the cards. If the cards are forced to run in PCIe 1.0 mode, it can explain peformance issues. Also, if using Soar's required motherboards, confirm the PCIe_3 Lane Configuration (non-GPU configuration) is set to x4 + 4. Failure to do this can cause performance issues or cameras not appearing.

  • External Hard Drive

    • Soar does not recommend capturing audio/video to an external hard drive.
  • Faulty USB Extension Cables

    • Lack of strain relief, carpeted room, or an exposed cable connector could destroy a cable and yield corrupt JPEG errors in the log. This will affect calibration and quality.
    • Be mindful of electrostatic discharge especially if you are continually grabbing metal stands as you are pulling out, or putting your hand near, the plugs of cables.

Visuals

  • Camera Temperature - we recommend having a temperature controlled room, with quality airflow, where the temperature is set in the range between 10 and 25 celsius. Temperatures towards the bounds, and lower or higher, have shown to reduce calibration and capture quality. Stay within 10 - 25 celsius.

  • If the texture from the hands bleeds onto the mesh, or you have some background bleeding onto the legs, ensure that texture bleed removal is enabled - found within the volumization rendering section. The pictures below show a capture without texture bleed removal turned on (denoted by the red 'x') followed by a capture with texture bleed removal turned on (denoted by the green star).

  • Lighting and depth noise from your environment (invalid areas) can add to texture bleed issues. Not utilizing the correct lighting (LED) can result in worse texture bleed and exacerbate issues such as fingers bleeding onto the torso. Not having a high quality background (denoted by orange/yellow reading, rather than black, in the depth view) will impact your content. You should see what is denoted by the image below. Good Depth

  • If your calibration is good, but you are still experiencing texture bleed, this can be due to badly biased depth from cameras at a glancing angle. This mostly impacts the lower corner cameras. Moving the placement of these cameras left or right a bit can help reduce this issue.

  • If you have large invalid areas in your background (which contributes to depth noise), modifying the hole filling direction for the affected camera may help. Switching this setting to near camera from its default setting of far camera may improve results. Other cameras that have a good view may be able to "correct" the bad information. The image below shows invalid information in the background, denoted by the black pixels within the red squares. Invalid Background

  • If the ceiling appears within the bounding box after adjusting your bounding box settings to chop it out, increase your minimum coverage setting, found within the Volumization section. The minimum coverage setting specifies how many cameras need to see a point so that it renders.

  • If there is white noise/background bleed around your arms or legs, try decreasing the distance falloff setting and then decreasing the volumization confidence (both settings found within the Volumization section). Also, try increasing the camera facing confidence gain independently as this can help.

  • If your calibration cube appears blocky or distorted, and the vertex solving is set to point cloud reference, tighten up your bounding box. The larger your bounding box, the less resolution you will have as the resolution will be spread over the whole volume of the bounding box. The images below show how your calibration cube should look.

  • If you notice arms and legs clipping out even though your bounding box is large enough, check the depth views on all cameras to make sure the subject does not clip out of view - camera placement may need to be modified so that a subject is always in view of the camera, or the minimum coverage setting might have to be decreased. The minimum coverage setting specifies how many cameras need to see a point so that it renders. It's important to note that the color and depth cut-off points are slightly different, as noted in the pictures below.
  • If your content is super skinny or looking really off, at least one of your cameras is mis-calibrated. The tip below shows an image of a bad calibration, followed by a good calibration. It also details how to diagnose the mis-calibration and how to fix this issue.

  • If you notice lots of noise (ripples) on the calibration cube, this is due to camera placement. One or more of your high cameras can see another marker on a glancing angle; this may be a very slight angle. Ensuring the high camera is directly set on the marker for each face should eliminate this issue.

  • If your content does not appear, and you are sure it's not a hardware issue, check to see if your volumization resolution is set to 256 and the maximum vertices is set to 262144. If you volumization resolution is higher, you will need to increase your maximum vertices until your content reappears. Be sure to not increase your maximum vertices setting too high, only to the point where your content re-appears (and a little bit more), as this can crash your compressed recordings.