The software only supports languages available in your purchase region. If you are requesting a language change for your region, the update will be reflected within 1 business day. Please ensure the camera is connected and restart the program.

If the issue persists, it may be due to firewall or antivirus settings blocking the language change. Please follow these steps:

• Check firewall and antivirus exception settings

• Connect the camera and restart the program

• Contact customer support if the issue continues

To receive support via AnyDesk, follow these steps:

1. Download AnyDesk: Click here to download

2. After installation, open AnyDesk and you will see your ID displayed on the screen.

3. Share the ID with our support team.

4. Our support team will request to connect to your computer.

Please accept the request when prompted.

5. Once connected, our team will view your screen and assist you.

Ensure your computer remains connected to the internet for uninterrupted support.

To receive support through TeamViewer, please follow the steps below:

1. Download TeamViewer QuickSupport: Click here to download

2. Once installed, open TeamViewer and you will see your ID and Password on the screen.

3. Share the ID and Password with our support team to allow remote access.

4. Our support team will connect to your computer and assist you with troubleshooting.

Please ensure that your computer is connected to the internet during the session.

Note:
Please note that TeamViewer support will end on May 18. Starting May 19, AnyDesk will be the only remote support tool we use.

To ensure a smooth experience going forward, please install AnyDesk in advance using the link below:👉 How to Receive Support via AnyDesk 

If you've purchased a new computer, you can transfer your existing user data by following these steps:

• Copy "User" folder from the following path on your old computer:
  C:\Users\{username}\AppData\Roaming\Moti-Physio\User
  Note: {username} refers to your Windows account name
  
  
• Paste the copied folder into the same location on your new computer.

The original posture photos are stored on the local computer.

Path: C:\Users\{username}\AppData\Roaming\Moti-Physio\User
* {username} refers to the Windows account name of the user.

Please note, as the data is not stored on the server, once deleted from this path, it cannot be recovered. Please be careful. 

If the 3D camera software Nuitrack isn't working properly, please follow the steps below to resolve the issue:

1. Remove the current Nuitrack:

• Path: C:\Program Files\Nuitrack
• Instructions:

a. Right-click on [maintenancetool] icon

b. Select [Run as Administrator]

c. Click [Yes] 

d. Click [Next]

e. Click [Uninstall]

2. Reinstall Nuitrack:

• Download Nuitrack here
• Path: C:\Users\{username}\Downloads

** username is the admin name you set on your Windows.

• Instructions:

a. Right-click on [nuitrack-windows-x64.exe]

b. Select [Run as Administrator]

c. Click [Next] on each windows (total 4 times)

d. Click [Install] and [Finish]

e. Click [No] to not to restart

3. Run Moti Physio again

If the issue persists after these steps, please let us know. 

Yes, the mat is washable. 

However, we recommend using a laundry bag and selecting a gentle cycle, such as the delicate or wool setting, on your washing machine.  

If you encounter a space scan error, please check the setup area for sunlight, mirrors, or obstacles that may interfere with the scan.

See FAQ: Moti Physio Space Requirements

If the issue persists, please contact our support team.

Please note: Never shake the camera or tripod for any reason. You will be responsible for any damage caused by external impact to the camera or tripod.

Rest assured, this is not a defect. 

The connection is intentionally designed with some play to allow for easy installation and removal. 

Without external touch, the camera will remain stable on the tripod, and the allowance will not affect the accuracy of the analysis. 

Even if the camera setup on the tripod is slightly tilted, you can fine-tune and adjust the camera angle in the depth camera settings in Moti Physio to ensure optimal positioning.

Please note: Never shake the camera or tripod for any reason. You will be responsible for any damage caused by external impact to the camera or tripod.

You can install and run the Moti Physio software on another device, but a license reactivation is required. 

To proceed with the reactivation, please fill Support Request Form and submit it. 

Please note that the process may take up to one business day.