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VESTICAM SUPPORT

Care for your vestibular testing equipment

Vesticam’s vestibular testing equipment is designed to be simple to use and care for.  We have developed a range of resources to help you set up your Video Frenzel Goggles quickly and trouble shoot any problems.

Our support team is responsive and friendly.  If you experience difficulties that cannot be resolved with the resources supplied, please use the form below to contact our Support Team directly.  They will respond within 2 business days.

 

TRAINING VIDEOS & GUIDES

VESTICAM1 QUICK SET UP
(Vesticam2 coming soon)

 

QUICK START PDF

USERS' MANUAL

CLEANING & CARE

Need support for your Vesticam1 unit?

You can access the users' manual here or contact support.

 
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TROUBLESHOOTING

 

MY PATIENT IS NOTICING LIGHT LEAKAGE.

Vesticam2 goggles have been designed for reliable light tightness in any position. If your patient notices any light leakage, try these steps:

  1. Check that the goggles are not too loose.  They should be secure and firm, but still comfortable, on your patient.

  2. Ensure that the eye cup is covering the patient’s eye.  Adjust the goggles by loosening the locking ring and slide the eye cup to eliminate any gaps.   Turn the ring to lock into place.

  3. If there is still light leak, remove the goggles and check that the silicone eye cups are correctly positioned on the goggles.  Reposition on your patient.

If the above steps do not make your goggles light tight, please contact support

THE IMAGE OF THE PATIENT’S EYE IS OUT OF FOCUS OR NOT CENTRAL ON THE SCREEN.

Vesticam2’s 5-way adjustment system and flexible nose bridge allow quick and easy fitting for all face shapes and sizes and eye viewing over a 22mm interpupillary range. 


To position the eye image on the screen, loosen the camera locking ring, slide the camera unit into a position directly in front of the patient’s eye and tighten the locking ring to hold the camera in place.  


Further adjust with the joystick if needed.   The joystick moves inside the cylinder, like a ball and socket, to allow adjustment in any direction.  Hold the outside of the camera cylinder firmly, and move the joystick side/side, up/down , rotate slightly until the image of the eye is at the centre of your screen.


To focus the eye, move the camera joystick in and out until the image is crisp and clear. Good focus is essential for viewing torsion.


If the joystick is not properly positioning or focusing the camera, please contact support.

THE JOYSTICK WILL NOT STAY IN PLACE ONCE POSITIONED.

Vesticam2 is designed so that the joystick holding the camera can be adjusted in any direction easily AND has enough tension to stay in place during any patient head movements.  All units have been tested thoroughly and adjusted to the correct tension.


If you notice that the camera moves within its protective cylinder during testing, please contact support.

THE CAMERA IS NOT CONNECTING, NOT DISPLAYING, NOT WORKING OR CUTTING OUT.

If you select “View from camera” and the camera displays nothing on the screen, or freezes while recording, then your camera is not connecting properly.  


To fix or help isolate the cause of the problem:


Restart and try again to confirm there’s an issue

Disconnect the camera, restart the Android Device, PC/Laptop, or Mac, reconnect and try again. 


Check the USB Extension Lead

If you are using a USB Extension Lead 2.0m, disconnect it and reconnect the Vesticam Camera directly to the Recording device (Android Device, PC/Laptop, or Mac).  If the camera works, the USB extension lead may be faulty.  Contact us for a replacement.


Check the USB OTG Adapter 

If you are using a USB OTG Adapter, disconnect it and replace it with a Spare/Backup Adapter (supplied with all units). Reconnect the Vesticam Camera to the Recorder (Android Device, PC/Laptop, or Mac).  If the camera works, the USB OTG Adapter may need replacement.  Contact us for a replacement.


Check the Vesticam Camera has power

Confirm the camera has power by checking that the internal green fixation light works. You can also hover the camera over the Android screen and notice from the reflection whether the IR LED lights x 7 are glowing and working. If the Vesticam Camera LED lights or fixation light are not working, contact Vesticam Support.


Check the connections 

A loose or worn connection can cause the Vesticam Camera to cut out.  Check the connections by gently wiggling the lead near the plugs.  If the Vesticam Camera cuts out due to poor connections, contact Vesticam Support.

THE “VIDEO LIBRARY” IS NOT OPENING ON THE VESTICAM APP.

This can be caused by a “buggy” file that has been inadvertently saved into the \\vesticam\videos folder on the Android device. When the Vesticam App attempts to open the “Video Library”, it gets confused by the “buggy” file and crashes.


Uninstalling and reinstalling the Vesticam App does not resolve this issue.


Steps To Delete Buggy File 

  1. Open the “Files App” contained in the Vesticam Info. folder (bottom left of the Android Home Screen)

  2. Navigate to \\vesticam\videos folder

  3. Check the list of files …. You may notice that one file displays differently …. This is the buggy file! … if it’s not obvious, contact support.

  4. Delete this file

  5. Test by re-opening the Vesticam App and selecting “Video Library”


If the video library will still not open, please contact support .

CAN'T FIND WHAT YOU'RE LOOKING FOR?

Contact us directly!

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Thanks for submitting your query. Please allow 2 business days for us to get back to you.