BISHOP APP

Scanning Help

The same help is in the app: tap Help on the camera screen.

How to scan

If you have a BISHOP order, sign in first (tap the scan link in your order email or text, or open Help → How to Scan and enter your order number and scan code) so your scan is labeled and can be sent.

  1. 1Watch the 3-minute scanning tutorial video.
  2. 2Stand with your knee as straight as possible, without forcing it. Pull up your shorts so at least 2/3 of your thigh is showing. Hold the phone about 1.5 feet (18 inches) from your knee, level with the knee joint. When your knee is highlighted green, you're ready to start.
  3. 3Tap the red button and move the phone slowly around your leg. Turn your volume up: the app talks to you while you scan (see the voice cues below). Tap the red button again to stop, then tap Save. Your order details fill in the label for you.
  4. 4Check your scan: drag to rotate it and pinch to zoom.
  5. 5Tap Send to BISHOP below the scan.

Not happy with the scan? Tap Done and scan again, then send the better one. Your scans are also kept in the Library (the grid button at the top left). Once your scan is submitted, BISHOP will review it and follow up on next steps.

What the voice cues mean

“Back up”
The phone is too close to your leg. Move it farther away.
“Move closer”
The phone is too far from your leg. Bring it closer.
“Lost — go back”
The app lost track of your leg, usually from moving too fast. Go back to the last spot you scanned and hold steady until you hear “Tracking.”
“Knee captured”
The app found your knee and has scanned all the way around it.
“Length spanned — close the circumference”
The scan is long enough, but some areas aren't scanned all the way around yet. Keep circling the leg, especially the back and sides.
“Leg scan complete — 49 centimeters closed”
49 cm of your leg is scanned all the way around. You're done: tap the red button to stop.

Troubleshooting

Scanning

The app says “Lost — go back”

The app lost track of your leg, usually because the phone moved too fast or pointed away from the leg. Slowly move back to the last area you scanned and hold steady until you hear “Tracking.” Then keep going, more slowly.

The distance number is red or orange, or my knee isn't green

The phone is too close or too far. Hold it about 1.5 feet (18 inches) from your knee. The voice will say “Back up” or “Move closer” until the distance is right.

I never hear “Leg scan complete”

Part of the leg hasn't been scanned all the way around yet. If you heard “Length spanned — close the circumference,” keep circling the leg slowly, especially the back of the knee, calf and thigh, until you hear “Leg scan complete.”

I can't hear the voice cues

Turn the volume up with the buttons on the side of the phone. The cues play even when the phone is on silent, but not when the volume is all the way down.

After I stop, it says “No mesh captured”

The app couldn't build a scan. Make sure your leg is in the colored (not gray) area before you tap the red button, and that the status reads “Tracking” while you move. Then scan again.

Your scan

My scan has holes or a missing side

Those areas weren't scanned long enough. Scan again, moving slowly and spending a little more time on the back of the leg. Check the small preview while you scan: red and yellow areas need more time, green areas are done.

The colors look blotchy, dark or orange

Scan in even, bright light: daylight from a window or LED lights work best. Avoid old-style (incandescent) bulbs and direct sunlight, which also interfere with the 3D camera.

I want to scan again

Tap Done on the scan, then scan again. Every scan is saved in the Library (the grid button at the top left), so you can send the best one and delete the rest.

Sending your scan

I don't see the Send to BISHOP button

Your phone isn't signed in to your order. Tap the scan link in your order email or text, or open Help → How to Scan in the app and enter your order number and scan code. A scan you've already sent shows “Sent to BISHOP” instead of the button.

Sending fails or takes a long time

Sending needs an internet connection (Wi-Fi or cellular) and can take a minute. Keep the app open until it finishes. If it fails, check your connection and tap Send to BISHOP again.

It says my order wasn't found

Check the order number and scan code against your order email or text, or tap the scan link in that message instead of typing them.

Phone and camera

It says “Camera access is required”

Open the iPhone Settings app, scroll down to BISHOP, and turn on Camera. Then reopen BISHOP.

It says “No TrueDepth camera found”

BISHOP needs an iPhone with Face ID, because it scans with the front Face ID camera. iPhones with a Home button (Touch ID) can't scan.

Still need help?

Call 318-333-1331 or email eric@mybishop.net. Once your brace arrives, see Brace Care & Safety for how to wear it and how to fix fit problems.