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Help: Model won't load, gray screen3171

Basic LewisBishop private msg quote post Address this user
I apologize in advance if this has been discussed. I ran a couple of quick searches on model not loading and gray screen but not sure if I'm overlooking something or just too damn frustrated as I sent a support request yesterday to Matterport and have not heard back yet.

So model was working perfectly. Went to make it public and then suddenly it would no longer load.

This is what I get.



I'm going to reprocess as this is my listing its a pain but am pissed to imagine if this happened and needed to deliver to paying client.

Any thoughts or similar experiences?
Post 1 • IP   flag post
Forum Founder DanSmigrod private msg quote post Address this user
@LewisBishop

Wow! That's not good. Can you share the link with us so we can see try it on multiple devices in various locations?

(Reprocessing sounds like a good first step.)

(Did the model include any new Matterport features that were announced this week?)

Dan
Post 2 • IP   flag post
Forum Founder DanSmigrod private msg quote post Address this user
@LewisBishop

BTW, in my 2.5 years of scanning, I have not experienced that. Plus, I have read nearly all 24,000+ posts and I don't recall ever seeing that problem. (The video is very helpful.)

Dan
Post 3 • IP   flag post
Basic LewisBishop private msg quote post Address this user
@DanSmigrod

Thanks... so strange. No new features included it did include a highlight reel with one 360 shot of the exterior (though nothing new). Also... the model worked after publishing but then suddenly stopped.

Here are the links though I've tried on two different iMacs, Macbook Pro, iPhone, and iPad Pro. Safari, Chrome, and Firefox... no luck.

Another strange component is that it would not work on the iPad on the Browser or Matterport 3D... UNTIL I downloaded it... so it does work in Matterport 3D App only after downloading onto the iPad.

Branded https://my.matterport.com/show/?m=Y9JVq7DkPux
Unbranded: https://my.matterport.com/show/?m=Y9JVq7DkPux&brand=0
Post 4 • IP   flag post
3rd Party Service ArtisticConcepts private msg quote post Address this user
Appended &qs=1 to the end of the url and it loaded with Quick Start, so the good news is, the model is there. Bad news is, just doesn't work like it should out of the box.

https://my.matterport.com/show/?m=Y9JVq7DkPux&qs=1

Correction: I'm stuck in the 360 pano with no way to navigate out. I typed too soon. Nice place though ;-D
Post 5 • IP   flag post
3rd Party Service GarySnyder private msg quote post Address this user
This is the second time I've seen this happen. There was another MSP with the same problem I believe yesterday with the same exact issue. I tagged the tread to monitor status but no feedback so far. It was suggested that he uploads the model again. Please let us know if reloading the model solves the problem.
Post 6 • IP   flag post
Basic LewisBishop private msg quote post Address this user
@ArtisticConcepts - Thanks for the attempt.

@GarySnyder - waiting for it to process.

Must say I'm sincerely disappointed that after submitting a help ticket yesterday... past the initial automated response... I've heard nothing.
Post 7 • IP   flag post
Basic LewisBishop private msg quote post Address this user
Had to re-process. I've not added highlight real yet as I wanted to see model working but so far so good. Original model still not working and no work from MP yet.

New Model for 451 Barranca Ct, San Ramon
Post 8 • IP   flag post
Forum Founder DanSmigrod private msg quote post Address this user
Moving this post to this discussion ...

Quote:
Originally Posted by @TourFactoryUT
I am looking for any help I can get since Matterport is not responding regarding the issue with my latest model. It appears to be loading and then just goes to a gray screen. Any help would be greatly appreciated. Thanks! https://my.matterport.com/show/?m=V9jfwYRd7qE
Post 9 • IP   flag post
Basic LewisBishop private msg quote post Address this user
@TourFactoryUT I was able to reprocess and new model is work fine. Question... did you have any 360 images within the highlight reel?
Post 10 • IP   flag post
3rd Party Service GarySnyder private msg quote post Address this user
It would be interesting if you were to try repeating the exact first model to include the 360's and then upload that one and see if it processes OK this time.
Post 11 • IP   flag post
Standard Property3dNZ private msg quote post Address this user
@LewisBishop Hey sorry this is probably a little late in the piece but what I have started doing is once I have logged a ticket by email I then post it on the MP forum - they tend to get back to you reasonably quickly on the forum!
Post 12 • IP   flag post
Standard BarrieFisherPhoto private msg quote post Address this user
I am having the same problem, my model is loading in the dollhouse view, and then when I walk into the model it is all black. I will reprocess and let you know what happens.
Post 13 • IP   flag post
Standard BarrieFisherPhoto private msg quote post Address this user
I uploaded the scan again and the same thing is happening, it looks fine until you go into the launch mode. The dollhouse view is fine until you walk into the model.
Post 14 • IP   flag post
Standard BarrieFisherPhoto private msg quote post Address this user
I got mine to work in Safari. Maybe it's the new update with Mac, I haven't updated it yet.
If anyone needs help, send me a private message. Good luck!
Post 15 • IP   flag post
Forum Founder DanSmigrod private msg quote post Address this user
I wonder if the challenge might be related to internet speed?

For example, for those that are reporting a challenge, is it a large model and your internet speed is not so good?

Dan
Post 16 • IP   flag post
Forum Founder DanSmigrod private msg quote post Address this user
I recall when I was first starting out in July 2014, I could get a white square - one of six sides of a cube - if the internet connection was not good.

Dan
Post 17 • IP   flag post
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