Help & Support
Everything you need to get started with PhysioCam
frequently asked questions
Your Questions Answered
General Use and Functionality
What is PhysioCam, and how does it work?
The PhysioCam is a novel, non-contact nervous system measurement tool — a “nervous system-ometer”, as we like to say! While many other methods for measuring the nervous system involve invasive or contact-based techniques such as headsets or adhesive electrode pads, PhysioCam uses only the real-time video of a client’s face to evaluate physiology and the changes in their nervous system.
Who can use the PhysioCam?
What does PhysioCam measure?
How does the PhysioCam help me in my practice?
Technical and Practical Questions
Is PhysioCam easy to set up and use?
Do I need special equipment to use the PhysioCam?
Currently, the PhysioCam is supported on Windows PCs and requires this USB webcam and an active internet connection to use.
Which video calling platforms does the PhysioCam work with?
The PhysioCam is compatible with all major video calling platforms such as Zoom, Teams, Google Meet and Teletherapy.io.
What devices does the PhysioCam work with?
The PhysioCam is designed exclusively for Windows devices running Windows 10 or higher. This means that to use the PhysioCam, your device must be operating on Windows 10, Windows 11, or any later version. If you’re using an earlier version of Windows, or a non‑Windows operating system (such as macOS, Linux, or mobile OS), the PhysioCam will not be compatible.
How accurate are the measurements?
The PhysioCam is based on cutting-edge research and is validated against contact-based measurement devices, ensuring reliable data for your practice.
Training and Support
Do I need training to use the PhysioCam?
To get started with the PhysioCam and support you along the way, we provide comprehensive training resources and ongoing support for integrating PhysioCam into your practice.
Will I have access to expert guidance?
Early-access users will have unique access to monthly group consultation Zoom calls led by leading Polyvagal Theory expert Deb Dana. In these group discussions, early-access users share feedback and insights to collaboratively learn about integrating PhysioCam into their practices.
Early Access
What is Early Access and how can I join?
Early Access is an opportunity to use the PhysioCam before its official launch and provide valuable, impactful feedback for shaping its development. While the Early Access version of the PhysioCam is available for testing, there will be differences between it and the official launch version as we continue to build based on your feedback. Applications for early access can be found here.
What’s expected of Early Access participants?
Purchasing and Availability
When will PhysioCam be officially launched for the public?
Following the early access phase, we aim to launch the PhysioCam widely. For updates on the status of the launch version, sign up for updates here.
How much does the PhysioCam cost?
The PhysioCam is available as a monthly or yearly subscription. You can find out pricing information here.
Is PhysioCam available internationally?
PhysioCam is downloadable worldwide. Currently, PhysioCam is only available with English language support.
PhysioCam Troubleshooting Guide
Welcome to the PhysioCam Troubleshooting Guide. If you’re experiencing an issue with the PhysioCam software, this guide will walk you through the most common problems and their solutions.
If your issue is not listed here, please open a support ticket via your Televagal account.
Login Issues
I can’t log into my PhysioCam account.
- Check your email and password for typos or incorrect capitalization.
- Ensure your internet connection is active and stable.
- Confirm that your PhysioCam subscription is active.
- Still not working? Use the “Forgot Password” option to reset your credentials.
Camera Issues
The camera feed is black or not showing.
- Make sure no other application is using the camera (e.g., Zoom, FaceTime, OBS).
- Restart PhysioCam and try again.
- Confirm that the PhysioCam application has permission to access your camera:
- On Mac: Go to System Settings → Privacy & Security → Camera, and ensure PhysioCam has permission.
- On Windows: Go to Settings → Privacy → Camera, and allow access for PhysioCam.
- If the issue persists, close the PhysioCam application fully and terminate any remaining processes:
- On Mac: Go to Activity Monitor and end any processes called PhysioCam
- On Windows: Go to Task Manager and end any processes called PhysioCam
- When all PhysioCam processes have been ended, try restarting the PhysioCam app
Camera freezes or lags.
- Close any unnecessary programs running in the background.
- Check your device meets the minimum system requirements.
Data and Reading Issues
PhysioCam readings are stuck or not updating.
- Ensure that you are well-lit and facing the camera with minimal movement.
- Ensure yours is the only face visible to your camera.
- Avoid strong backlighting or sitting in the dark.
- If you’re wearing glasses or a mask, try removing them.
- Restart the app and try again.
Values are jumping or inconsistent.
- Sit still, breathe normally, and try to minimize head movement.
- Make sure the background is not moving (e.g., ceiling fans or shadows).
- If your lighting conditions are extreme, try adjusting your position or the lighting.
App Performance
The app won’t open or crashes on launch.
- Ensure your operating system is up to date.
- Restart your computer and try launching again.
- Reinstall the latest version of PhysioCam from the official download link.
The app is slow or unresponsive.
- Close other apps that may be using large amounts of memory
- Close browser tabs to free up memory
Updates and Installation
The installer doesn’t work / file won’t open.
- Make sure you are running a compatible operating system version. For compatible versions and minimum device requirements, please visit our website.
- Make sure the installer file download is fully completed. If the downloaded file name starts with ‘unconfirmed…’ or ends in ‘.crdownload’, it hasn’t finished downloading and is incomplete. Check the downloads log in your web browser to identify the issue.
- On Windows, try right-click → Run as Administrator.
- On macOS, ensure that the app is from a verified developer. You may need to allow the app manually from System Settings → Privacy & Security.
I'm being asked to select an app to open the EXE file.
- This usually means the file isn’t associated properly with the Windows executable system.
- Make sure you are opening the file ending in .exe, and not a temporary download file. If your Downloads folder contains files that start with ‘unconfirmed…’ or end in ‘.crdownload’, it is possible the installer file hasn’t finished downloading and is incomplete. Check the downloads log in your web browser to identify the issue.
- Try re-downloading the installer and running it directly.
Licensing and Client Access
I can’t invite a client or assign licenses.
- Make sure you are logged in with a Clinician account.
- Check how many licenses are still available in your plan. The number of available client licenses is located in the Client Manager window of the PhysioCam application.
- Ensure the client’s email is entered correctly.
My client didn’t receive the invitation email.
- Ask your client to check their Spam or Junk folder.
- Make sure your client’s email address was entered correctly in the Client Manager window of your PhysioCam application.
- If the issue persists, remove your client from your roster in the Client Manager window, wait 5–10 minutes, and try re-sending the invitation.