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Error Message: Restart Matterport Camera1129

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DanSmigrod private msg quote post Address this user

1. Have you received this error message?

"Restart Matterport Camera"
"Unable to perform a scan. Motor fault."
"Please restart the camera."

2. If yes, how did you fix solve the issue?

The Pro that reached out to me – in the midst of her capture today (Friday, 1 January 2016).

She reports:

"The camera is making a noise like it's caught on something. Might be a bearing or something."

12:17 pm EST Friday, 1 January 2016

Post 1 • IP   flag post
CarlosFHdz private msg quote post Address this user
I've never seen or heard of this error. Can we get more details, how old is the camera, has it ever been dropped, has it been forced to turn or prevents from turning when scanning. I hope it's still under the one year warranty.

Also, any resolution with this after restart?
Post 2 • IP   flag post
ScanDimensions private msg quote post Address this user
No resolution yet. Matterport was on a soft shut-down for the holidays, so tech support was offline.

I was able to get ahold of 2 of the engineers, but they were unfamiliar with the error as well. Hopefully someone who can fix it will be in today.

This is camera #105, so not even close to being under warranty. But I'm confident it will get resolved.

A big shout-out to Dan for taking my calls and reaching out for me to find an MSP who can help us out with a camera if Matterport can't come through.
Post 3 • IP   flag post
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