Troubleshooting guide

1. NOT TETHERING

  1. Check battery is not dead, replace with spare battery from provided charger.

  2. Camera is connected via cable to both side of camera and computer firmly.

  3. Restart the computer.

  4. Be logged into Lightroom ( Sign in with your username and password )

  5. Check you have created a ‘session’ is ‘active’ via toolbar ‘New Patient’ or ‘Current Patient’.

 

2. SERVER IS DISCONNECTED

(!)

 

3. I DONT RECOGNISE THE MENU/SCREEN I AM SEEING

We have installed in all sorts of room dimensions and we confidently recommend a minimum size of 1.2m wide by 2.5m long.

All is needed is a comfortable distance in between the photographer and his patient. With our settings, no tripods, umbrellas or floor stands are required. The flash can be mounted to the ceiling.

 

4. WHAT DOES IT COST?

We customise our packages to match your practice requirements. In many cases, existing lighting or photographic equipment can be utilised, we also work alongside your I.T. team to create safe backup regimes.

Our price range varies from $7000 to $14000 per site depending on the equipment you already have and the level of support required. We welcome enquiries from multi-site clinics and group purchasing.

Please contact us to book a free of charge remote consultation, in which we will demonstrate our system and worflow and discuss your practice requirements. From there, we will send you a detailed quotation for your review.

 

5. WHY A FIXED LENS?

We take accuracy very seriously, and 50-75mm at the desired distance we set offers very little distortion in the face and body.

The one lens is able to take images of the face, breasts, body, thighs and of course macro details such as moles, lesions and veins.

 

6. HOW DO YOUR FILTERS WORK?

We install customised skin filters into your Lightroom for you to help illustrate either sun damage or spider veins to your patients.

There is no special effects with these filters, they are showing you clear and accurate information on either melanin or haemoglobin between the dermis and epidermis. This is achieved because of our camera, lighting and file formats.

Unlike a Visia or competing products, our filters are non destructive, that is to say that one clinical image can be used multiple times by selecting the correct filter preset. The patient is then only experiencing one photography session, as opposed to enduring several devices.

 

7. HOW LONG DOES YOUR INSTALL TAKE?

Typically half a day of hardware configuration. Software is installed remotely prior install and training.

 

8. HOW DO YOU TRAIN?

We believe in hands on training.

Once the system is setup and working we initially do a 2-3 hour workshop on site, training staff in all aspects of capturing, exporting and utilising images during a consultation.

We develop with you tailored cheat sheets, patient positions templates, video tutorials and manuals for staff to reference.

From there, we offer remote support where we can log in, do troubleshooting and additional training.

 

9. WHAT SUPPORT DO YOU OFFER?

We pride ourselves on the quality of our support.

From the date of your training you have 3 months of unlimited phone, email and remote support.

Our packages include a compulsory 12 months support fee per site, extendable if required.

 

10. HOW DO I TAKE PHOTOGRAPHS IN THEATRE?

A great feature of Lightroom mobile is the ability to sync images from your mobile to your own private server.