A frozen preview, a missing repetition and a camera-permission warning are different problems. Treating all three as “the camera is broken” makes them harder to resolve. Pause the exercise safely first, then identify what stopped. Do not keep doing extra repetitions just to make the displayed count match your effort.
If the camera preview never starts
Check the browser’s camera permission for the actual platform address. A browser can remember a previous denial, and the operating system may have a separate permission setting. MDN documents that browser camera access requires user permission and a secure context. Use the trusted HTTPS platform address rather than changing security settings or following an unfamiliar troubleshooting link.
Check that the intended camera is connected and available. Another application or a device-level problem can interfere with access even after permission has been granted. Close other camera applications if needed, then follow the on-screen retry instructions. Before reloading a session, note what you already completed; a reload is not a guarantee that unfinished work was saved.
If the preview works but movement is missed
A visible picture does not mean the movement system can identify every relevant body point. Google’s pose-landmarker documentation distinguishes pose detection and tracking confidence. Those are properties of the system’s estimate, not judgements about your effort or whether an exercise is clinically safe.
- Check whether the body parts needed for the exercise remain visible throughout the movement.
- Look for an obstruction, another person entering the view, or a camera that moved during the set.
- Follow the exercise’s demonstrated camera angle instead of inventing a different movement to satisfy the counter.
- Keep any support you need for balance. Do not remove a chair or rail just to improve the picture.
For the initial camera and room setup, read setting up your space
If tracking stops after leaving the page
Note whether you switched tabs, locked the phone or answered a call. MDN describes browser policies that limit work in background pages. The exact response depends on the browser and application, so an interruption should be reported as an interruption rather than assumed to be an exercise failure. Return to the session and check its visible status before deciding what to do next.
Send a useful problem report
Include the exercise name, approximate time, device and browser, the message shown, and whether the preview was moving. Say what you had already completed and what happened immediately before the interruption. An example is: “The picture was still visible, but the count stopped after I moved the phone. I stopped after the prescribed set.”
If you include a screenshot, crop out names, messages and other personal information that support staff do not need. Use the support channel supplied by the service. Avoid sending video of your home unless it is specifically needed and you understand how it will be handled.
In KineTrue, bring both the visible session status and your own account to the therapist’s review. A displayed number alone cannot establish why an attempt was missed. Ask how to record an interrupted session when the result does not reflect what you actually did.
Technical troubleshooting must not change your prescribed exercise dose or override symptoms. Stop for a physical concern and use the appropriate clinical contact route; camera feedback and support messages are not emergency monitoring.