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bugproblemSoftware

Is iPad the Only Way to Upload?2753

PhotoJoe private msg quote post Address this user
All week long I haven't been able to upload to Matterport. Is there any other way to upload? I have some very patient clients starting to lose their patience.

Thanks,
Joe
Post 1 • IP   flag post
Forum
Founder
DanSmigrod private msg quote post Address this user
@PhotoJoe

Yes.

1. Are you using wifi or cell service?
2. Can you get to a web page?
3. Did you trim the model?
4. Create a model with one scan. Can you upload it? (No Matterport processing charge for models with up to two scans)

Dan

PS... If by cell service, enabled for uploading from the Matterport app?
Post 2 • IP   flag post
PhotoJoe private msg quote post Address this user
1. Broadband wifi
2. Yes
3. Yes
4. No. I just did one scan of my office and tried to upload it. It's been stuck on 0% for 10 minutes. My upload speed is 12.1 Mbps.

My iPad doesn't want to upload and I can't get any answers as to why.

Thanks,
Joe
Post 3 • IP   flag post
Standard
Member
Lizzg private msg quote post Address this user
Are your login details up to date? Maybe check your settings.

Sorry you're having trouble!😐
Post 4 • IP   flag post
PhotoJoe private msg quote post Address this user
First of all, thanks for taking time to help me on a Saturday morning!

I just logged out and logged back in again. I have rebooted my iPad. I have contacted Matterport support by phone and by email. No response yet.

All of the equipment is brand new. I purchased the Matterport camera and iPod 128gb Pro 2 weeks ago. I did one model (17 scans) the day I received the camera and it uploaded flawlessly. I have received tremendous interest about my business. I went to Florida (I'm in Mass) to scan 2 high end beach rental properties but haven't been able to upload them.

If I can't resolve this by Tuesday I'll be forced to return the camera and get my money back as it has become useless to me.

Thanks,
Joe
Post 5 • IP   flag post
Forum
Founder
DanSmigrod private msg quote post Address this user
@PhotoJoe

Try enabling cell service for the app and try uploading a model with one scan.

Does that work?

Hi All,

Other ideas?

Dan
Post 6 • IP   flag post
PhotoJoe private msg quote post Address this user
It's a wifi only iPad. I tried tethering it to my phone in Fla but it didn't work.
Post 7 • IP   flag post
Forum
Founder
DanSmigrod private msg quote post Address this user
@PhotoJoe

Check my.matterport .... Matterport uploads in the background without telling you.

Perhaps the model has already uploaded?

Dan
Post 8 • IP   flag post
PhotoJoe private msg quote post Address this user
I just did and have done so several times. Besides, Matterport sends an email when your model is ready.

I assume Matterport is closed on weekends?
Post 9 • IP   flag post
PhotoJoe private msg quote post Address this user
Sometimes when this happens with other iOS apps, Podcasts for example, I can delete the app and reinstall it and it decides to work. I am hesitant to try this with the Matterport Capture app because of losing the scan data.

I backed up the scan data to my iTunes, iCloud and to my computer hard drive using iExplorer but I don't want the expense of having to fly back to Fla if it doesn't work.

Joe
Post 10 • IP   flag post
Forum
Founder
DanSmigrod private msg quote post Address this user
@PhotoJoe

Matterport does have an emergency hotline message service. They are suppose to call back Pros in the field within one hour.
Did you try adding another trim and uploading again?

Have you tried uploading from another wifi, such asStsrbucks?

Dan
Post 11 • IP   flag post
Forum
Founder
DanSmigrod private msg quote post Address this user
Matterport phone number: 650-641-2241 (For Support, select 9. For Urgent Support (mailbox) select 4) [updated 10 Feb 2016]
Post 12 • IP   flag post
PhotoJoe private msg quote post Address this user
Is this the hotline number? 650-437-6159. I first called them Weds at 11:30am and didn't receive a call back until Thurs at 5:49pm. I called and submitted a ticket to the yesterday with no reply yet.

I first tried the client's wifi, 13.24Mbps up, then I tried the adding and deleting trim trick, finally tried uploading from my studio 12.1Mbps.
Post 13 • IP   flag post
PhotoJoe private msg quote post Address this user
That's a different number than I had. I just called and left a message. How quaint, leaving a message, it must be a pretty small company.
Post 14 • IP   flag post
Forum
Founder
DanSmigrod private msg quote post Address this user
@PhotoJoe

Hace you tried?

1. Duplicating your model and uploading?
2. "Forgetting" your wifi and re-entering your password?

Dan
Post 15 • IP   flag post
PhotoJoe private msg quote post Address this user
Update: I received a call from Marcus at Matterport who said they believe this is a bug as they have been receiving similar reports lately.

He suggested that it would be ok if I delete and reinstall the Capture app if I had already backed up the data to iTunes.

So I crossed my fingers and deleted the Capture app and then restored my iPad from iTunes. Thankfully the scans were still there!

Now the bad news, the scans have been uploading for almost an hour but it still says 0%. I am an optimist and will let it try to upload until Tuesday when I must make a decision to return the unit.
Post 16 • IP   flag post
PhotoJoe private msg quote post Address this user
@DanSmigrod

1. Trying that now
2. The wifi is working fine for other apps such as email.
Post 17 • IP   flag post
Forum
Founder
DanSmigrod private msg quote post Address this user
@PhotoJoe

Did Matterport say what the bug is?

Which iOS and iPad do you have?

Dan
Post 18 • IP   flag post
PhotoJoe private msg quote post Address this user
iPad Pro 128GB 9.7"
iOS 10.0.2

No, he didn't say but he wanted me to report back to him.
Post 19 • IP   flag post
PhotoJoe private msg quote post Address this user
Update: Absolutely no change. Problem still exists. Been uploading for more than an hour - still at 0%. File is 39 scans for a total size of 429.7mb. I'm a photographer, 429mb is like 86 5mb photos which typically upload in a few minutes.

Joe's not happy.
Post 20 • IP   flag post
3rd Party
Service
Metroplex360 private msg quote post Address this user
It would be cool if they covered the overnight shipping fees and allowed you to send the Matterport so they could immediately get the data sent over.

It would also be cool if Matterport wrote a debugging app that would go on your computer, extract the information manually and upload it to them.
Post 21 • IP   flag post
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Member
Lizzg private msg quote post Address this user
Could you duplicate the model, delete 10 or so scans, then upload? If that works then upload the duplicate, complete model.

Fingers crossed.
Post 22 • IP   flag post
PhotoJoe private msg quote post Address this user
Nothing uploads. I tried a test with one scan. nothing uploaded.
Post 23 • IP   flag post
Forum
Founder
DanSmigrod private msg quote post Address this user
@PhotoJoe

I started a new discussion here to see if the Matterport Community knows about any existing bugs or issues with iOS 10.0.2.

Hopefully, we can get an answer to you this weekend about a workaround.

best,

Dan
Post 24 • IP   flag post
PhotoJoe private msg quote post Address this user
Thanks Dan. I used iExplorer to get the files off my iPad and uploaded them to my Dropbox. If anyone from Matterport is reading this I can share the folder with them.
Post 25 • IP   flag post
Forum
Founder
DanSmigrod private msg quote post Address this user
@PhotoJoe

Good try, but that's not going to work. Think of a train that has an engine and caboose and passenger cars in the middle.

Each model is a "passenger car" ...

For your return trip, these "passenger cars" must have the SAME engine and caboose when you started your journey.

---

Have you backed up to iCloud? If not, try that. Then, take your iPad back to factory settings. (Wipe it clean) Then, do a restore from your iCloud backup.

Why? Perhaps there is a "bad spot" where some of your data is located. Worth a try ...

Best,

Dan
Post 26 • IP   flag post
Standard
Member
Lizzg private msg quote post Address this user
Can one log in to Joe's account, then upload the model?
Post 27 • IP   flag post
Forum
Founder
DanSmigrod private msg quote post Address this user
@PhotoJoe

@Lizzg question got me wondering...

Could you restore your iCloud to a different iPad and see if that works? Perhaps with an iPad with cellular? Might be worth buying another iPad since you have paid biz that you are trying to deliver this weekend.

Dan
Post 28 • IP   flag post
PhotoJoe private msg quote post Address this user
Update:

It's been 9 days and I still can't upload to Matterport. Apparently this is a known bug but still no fix.

I was able to extract the files from my iPad using iExplorer and put them into Matterport's Box Sync account but haven't gotten those yet.

Not happy.
Post 29 • IP   flag post
DSPhoto private msg quote post Address this user
I just uploaded a scan using a brand new 128 iPad Air 2.

Matterport Capture Version 2.2(372.13684)
iPad version 9.3.4
iOS 10

Not trying to rub it in just adding info
Post 30 • IP   flag post
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