FAQ’s

General

An object appears on the photos, but is not indicated with a marker. How does Handicare
deal with this?

Ideally all objects and obstacles in the vicinity of, and on, the stairs should have markers.
Where this is not possible, for whatever reason, a specific comment should be added. If this is
not done, Handicare will interpret it as a measurement error, as the correct information will not
have been received.

How do I get in touch if I have a query about the PhotoSurvey system?

Please e-mail your query to: Photosurvey@[Link] and a member of our PhotoSurvey
team of specialists will get back to you as soon as they can.

Can other software be installed on the PhotoSurvey laptop?

No, the laptop has been locked to ensure that the system remains as stable as possible, and to
ensure that there is always sufficient disk space for PhotoSurvey measurements.

How are orders processed when measurements are sent to Handicare via PhotoSurvey?

Orders are processed differently for projects whose measurements have been made using
PhotoSurvey as is described in a separate document. Please visit [Link];
go to the chapter on Technical Support and navigate to PhotoSurvey.

Camera

If the camera stops working, can a different one be used?

No, the camera supplied has been specially calibrated and set up. Other cameras will not meet
the software requirements. In the event of the camera developing a technical problem, please
contact Handicare straight away. We will be glad to advise you further over the phone.

Should the camera always flash for a photo?

Yes. This is one of the criteria for the photo to be approved for use.

What happens if the zoom button is pressed by accident?

Any photos taken after zooming will be unsuitable for use by the software. One of the photo
approval criteria is that no zooming has taken place. Any photos taken after zooming should
be re-taken.
Up to what distance from a marker will the camera/software still recognise it?

The maximum distance is 5 metres.

What does it mean when the camera display reads 'built in memory full'?

The memory card is not installed and photos have been stored in the camera's internal
memory. Since the internal memory is relatively small, it will quickly be used up.

How do I change the camera interface language?

Please refer to the document entitled Settings, under the heading Camera.

In what orientation should the camera be used?

The camera can be used in any orientation. It is often better to use the camera in different
orientations, as this can increase the number of markers per photo.

Software

How do I change the language?

Please refer to User Details and Language Settings, under the heading Laptop in the Settings
document.

How do I set up another user?

Please refer to User Details and Language Settings, under the heading Laptop in the Settings
document.

How do I add recipients to the e-mail confirmation list?

Please refer to User Details and Language Settings, under the heading Laptop in the Settings
document.

How do I know that the PhotoSurvey software is up to date?

The PhotoSurvey software checks automatically for new versions of software each time it
connects to the Handicare server.

Where an update is available, a popup screen will open when PhotoSurvey is launched (see
the figures below). The screen will ask for confirmation before updating the software.
Clicking on OK will update the software.

If the popup window was closed by accident, the software can still be updated by opening the
following link in the web browser.
[Link]

Figure 1

Figure 2

Figure 3
Markers

On how many photos should a marker appear to enable a reference point to be

A marker should appear on at least three photos, each taken from a different angle.

What should be done if a marker has moved?

Simply ensure that the number of photos taken of the marker in its new position exceed the
number taken in the old position. The software uses the marker position for which the greater
number of photos has been taken.

Can markers be added after a photo session?

Yes. Make sure that at least three photos are taken of the new marker, each from a different
angle.

What action should be taken if a marker is found to be in the wrong position?

The marker should be moved to its correct position and treated as a new marker (see above).

What happens if a marker has been omitted?

The 3D model will be displayed incorrectly. The marker can be added later (see above, under
Can markers be added after a photo session?)

How should angled steps be identified?

In addition to the peripheral markers, additional markers should be included along the profile
of the stair nose.

How high should wall markers be placed if the wall is not square?

Two markers should be placed one above the other; the first one less than 0.5m above the
stair, the other more than 0.8m above the stair. This should be done at all start points, end
points and corner points.

What happens if the ground plate is the wrong way round?

While the 3D model will be constructed as per normal, the viewpoint will be different,
looking away from the stairs, instead of towards them.
One of the markers is not used by the software, or the software responds with an error
message after the addition of photos - why is this?

Check that the codes for the marker in question are not dirty, and that they have not been
obscured by a lead or confirmation clip ring.

How can an overrun of “0 mm” be indicated where the footrest/seat finishes at normal
height?

Use the pictogram for the normal overrun and specify an overrun of “0 mm”.

Despite there being sufficient photos of a marker, why do I keep getting an error
message?

The most likely cause is that the marker has moved; perhaps it has been knocked, or it is on
carpet or the marker holder has shifted slightly.