FREQUENTLY ASKED QUESTIONS

To understand the legal and technical aspects of myAudience-Count purchase, distribution and usage we recommend you to read EULA and User Manual as well as to glance over the entire content of this website. If you still have a question about myAudience-Count, please review the sections below – your question might be already answered. If not – feel free to contact us and we’ll assist you within one business day.

Q: Where can I buy HW required for myAudience-Count?

A:We provide SW part of myAudience-Count only. You can buy appropriate HW according to our recommendations from any third-party HW supplier. To do so please visit your local electronic store or buy HW on-line for example through the www.amazon.com.

Q: I got HW which characteristics are different from what you recommended. Will myAudience-Count work on such HW?

A: It’s not a problem if your HW is more powerful than what we recommend, for example if the CPU of PC box is faster or its RAM and HDD is bigger. The problem may arise when you use different camera model (not tested by us) or PC box with lower characteristics. Please utilize recommended HW only.

Q: Can anybody help me to setup/troubleshoot myAudience-Count at my location? Can you dispatch your technicians for support?

A: Upon a customer’s request we provide remote support and troubleshooting mainly. You can also contact our USA office as well.

Q: I want to try myAudience-Count on my PC before purchase. Is it possible?

A: No, myAudience-Count will not work on your PC – it requires specific PC box as described on "Hardware" page.

Q: I’ve purchased myAudience-Count license but I changed my mind and now refuse to use it – how can I refund?

A: You can refund unused (in the stage “New”) licenses only, in other words licenses not bound to particular measuring unit. Refund for registered licenses is not supported, no matter how long you have been using it. For details please see EULA at the “Download” page.

Q: I’ve noticed that in rare cases myAudience-Count calculates wrong people number. How can you explain this?

A: First of all, check the light conditions at your location and camera’s view angle – in most cases it helps to improve calculation a lot. Too dence shadows casted by people as well as poor lighting might be a problem. In particular, shadows at a doorway are often caused by the contract between darker inside area and lighter outside area (or vice versa) and may weaken the counting quality. To smooth shadows away we recommend you to mount addition source of light at the top, close enough to a camera.
But please note that even under the ideal conditions myAudience-Count may sometimes mistake due to the inevitable statistical uncertainty, as explicitly stated in the EULA. Also, sometimes people moving in close proximity to each other, (example: couple or parent with a child holding hand in hand) may be treat as one person.

Q: Can I mount a camera not 100% vertically but under some acute angle?

A: No, it is strongly recommended to setup camera to the "view from top" position of 90 degrees. Otherwise counting precision will become worse.