Troubleshooting

What most often happens and how to fix it. If your case isn’t here, talk it over with your coach.

Account and access#

I can’t create an account#

Racketlens is invitation-only. Open the link in your coach’s invitation email and sign up with the same email you were invited with. If you can’t find the email, check your spam or ask to be invited again.

Opening an app link asks me to sign in#

That’s expected: the app only opens when you’re signed in. After signing in you’re taken back to the same place in the link.

I reached the AI limit#

Each account has a monthly allowance of AI requests, which renews on the 1st. The message gives the date. Meanwhile everything else (scan, comparison, ball, drills) keeps working: it doesn’t use AI. See AI coach.

Opening the video#

The browser can’t play the video#

Try Chrome or Safari (or Edge). If it still won’t open, convert the video to MP4 H.264. MP4 and MOV straight from the phone work best.

I reloaded the page and it asks for the file again#

For safety, the browser doesn’t let a page read a file on your computer without your permission. Press Continue with … (one click in Chrome and Edge) or pick or drop the same file. All your analysis comes back. A video that’s already in your account opens from there, without asking.

My video’s upload is paused#

The upload only moves while the app is open. If Home says Upload paused · open … to finish uploading, open that same file and it continues where it stopped. If your account is full, delete videos you no longer need under Videos in your account. See Your sessions on any device.

Frame stepping isn’t precise#

Use Chrome, Edge or Safari 26 or newer. In Firefox frame stepping is less precise.

The scan#

It says the video has no sound#

The scan finds strokes by the sound of the ball on the strings. Film with the sound on. With a silent video, mark your strokes yourself: put the playhead on each contact and press H (or Mark a hit here (H)); with 3 or more, the scan works with them.

It misses my strokes, or finds hits that aren’t there#

In the Shots tab, adjust the Sensitivity: lower it if it counts voices or other courts, raise it if soft shots are missing. Then Scan again.

It says none of the strokes was clearly mine#

You’re too small in the picture or out of it. Zoom in on yourself (mouse wheel over the video) and scan again. Next time, film closer. See Recording.

It mixed up a forehand and a backhand#

In Shots, change the type with the stroke’s menu, or remove it with Not my stroke. Also check the player’s hand is right (Players). Then Scan again.

In a group lesson it mixed my strokes with someone else’s#

It splits them by shirt colour. If two people dress alike, fix single strokes with Not my stroke, or press Choose again. See Who are you?.

There’s no score for one kind of stroke#

Each kind needs at least 3 of your strokes in the session.

The body#

The skeleton doesn’t show or jumps to someone else#

Zoom in on yourself and press Re-detect in This stroke → Body. It works best with your whole body in the picture and good light.

It’s very slow#

If it says Running on CPU (slower), your browser isn’t using the graphics card. Close other heavy tabs, or try Chrome. In the Body tab, the Fast model helps too.

The ball#

Speeds are far too low#

It’s probably a slow-motion video. Enter the real rate in Video → Filmed at (for example 240), or tick Slow-motion video (unknown speed) if you don’t know it.

It can’t find the ball on my strokes#

It needs to see the ball leave the racket: good light, a still camera and the flight in the picture. From behind the baseline works best. You can mark it by hand with the manual tools.

The fit says “Check the points”#

A mark isn’t where the diagram says. The tab says which one is furthest off: drag it into place or remove it, and add references. See Calibrate the court.

Saving and syncing#

Where’s my analysis on another computer?#

Sign in and open the same video file: the analysis comes back by itself. The video doesn’t travel; only the analysis does.

It says “Too big for your account”#

That analysis is over 4 MB (with many AI reviews, say). It’s still saved in this browser: make a copy with Back up to a file in Video.

I can’t watch two sessions side by side in the history#

Each session needs its typical stroke saved to your account. Open those sessions and scan them again while signed in. See History.