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Camera

Matterport Camera indicates Hardware Error3743

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GoneCoastalSC private msg quote post Address this user
Hardware Error: Motor Fault. Right in the middle of a job this morning - ugh! Camera is less that 1 year old [great because I believe the Warranty is 1 year] - and I have only 36 or so total Spaces scanned. So much for my job tomorrow morning. Anyone else having Motor issues?
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DanSmigrod private msg quote post Address this user
@GoneCoastalSC

Wow! That's the first time I have seen that error message.

If you would like me to see if I can locate a Matterport Pro near you to help you tomorrow, please PM me.

Dan
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jfantin private msg quote post Address this user
Don´t panic!!!
It happened to me last saturday and after turning it off and on the error message disappeared.
I don´t know if it has to do with the recent upgrade of the app, but it was the first time ever.
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DanSmigrod private msg quote post Address this user
@GoneCoastalSC

@JonJ is available today and tomorrow to help you complete your scans, if you can not get your camera working. His WGAN Profile.

Dan
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GoneCoastalSC private msg quote post Address this user
@jfantin I rebooted no less than 5x and it still hiccuped along and then finally just siezed up. The motor assembly is super hard to turn which tells me there is a significant problem with it. Also - just before the total failure, it was giving me messages about 'unplugging it' which tells me it felt some sort of tension - and of course it wasn't plugged in.
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GoneCoastalSC private msg quote post Address this user
@dansmigrod - you're the best....I will just [or in a couple cases have] reschedule these scans with the agents/owners. They understand. But thank you for jumping in!
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DanSmigrod private msg quote post Address this user
@GoneCoastalSC

I also sent an email to @cswartz to see if he is closer to where you are shooting today. His WGAN Profile.

Dan
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DanSmigrod private msg quote post Address this user
@GoneCoastalSC

Ah! Our messages crossed. Got it.

You may want to reach out to @JonJ and/or @cswartz to see if they will loan or rent a Camera to you today and tomorrow so that you do not have to reschedule the jobs.

Please do let us know how Matterport Support responds ...

Dan
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GoneCoastalSC private msg quote post Address this user
At this point - I just need to find an address to FedEx the Camera back to Matterport pronto.

This forum is awesome - great folks willing to help! Thanks all!
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360showcaseUSA private msg quote post Address this user
The same thing happened to me with the "Unplug Cable" message. I contacted Matterport and they sent another camera and they included a return label so that I could use the same box to return my problem camera. I hope that that is still their policy as I had the same problem several months prior and phoned Matterport and the agent I spoke to wanted me to return my camera before they sent me another.
I did get some advice from the second Matterport agent when the issue happened again. He said to try to insert the charging cable very securely (i.e. push in cable very hard and then charge the camera fully). It worked and I was able to complete my scan the next day. A few days later I received my replacement camera. Kudos to Matterport for doing the right thing for me!!!
Best wishes.

Kevin
360Showcase.com
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GoneCoastalSC private msg quote post Address this user
Thanks @360Showcase.com. I appreciate your input Kevin.
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Metroplex360 private msg quote post Address this user
Quote:
Originally Posted by 360showcaseUSA
The same thing happened to me with the "Unplug Cable" message. I contacted Matterport and they sent another camera and they included a return label so that I could use the same box to return my problem camera.


That is EXCEPTIONAL to know that. If they would still do that on a REAPIR - I might just send my Matterport Camera back as it has some case damage due to a fall. It's still working fine, but I'd rather have it in top shape. I've been fearful of being without my camera while waiting for it to be repaired -- but that's just awesome.
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GoneCoastalSC private msg quote post Address this user
UPDATE: After my support call voicemail message - it wasn't more than 30 minutes and I received a call from a Helpdesk Rep [Tim] who, after explaining the situation informed me that he was forwarding my 'case' to Logistics who will work with me on a replacement [or whatever they deem appropriate] - Haven't heard back yet [although I dashed out of the house on a few appointments without my phone, so perhaps I have heard back but just don't know it yet...]. I'll report my final resolution...
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GoneCoastalSC private msg quote post Address this user
FINAL UPDATE: Matterport's folks jumped all over my plea for help - a new camera is on the way to me already - FedEx so I'll be up and running in no time. I'm instructed to send my broken camera back when the new one arrives. The phone calls and emails I received from their support/fulfillment/Logistics team have really been incredibly responsive and caring about my business. Cheers!
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DanSmigrod private msg quote post Address this user
@GoneCoastalSC

That's great news. Thanks for the update.

Dan
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RPOceanic private msg quote post Address this user
Is great hear. For you, your clients... and to all of us who one day may be in the same shoes. Big time thumbs up to Matterport! Customer support like that is a huge confidence booster, which- in addition to a great product will sustain a company over the loooonnnng haul.
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GoneCoastalSC private msg quote post Address this user
I received my new Camera today via FedEx - I'm back in business - thanks to all those who assisted me in my hour of need at Matterport Support. You guys [and gals] rock! Bring on the scans...
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DanSmigrod private msg quote post Address this user
@GoneCoastalSC

That's great news. Thank you for letting us know.

Did you find out what failed and why?

Dan
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GoneCoastalSC private msg quote post Address this user
My old rig is on the way back to Matterport heaven. I have no clue as to the nature of the malfunction - but will, for sure, follow up and get some additional intel. Stay tuned, I'll update as I can. Thanks @DanSmigrod
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3DSense private msg quote post Address this user
I had the same issue today with my camera. It only managed to do a half turn and seized up. Hardware error - motor fault or similar. I finished the scan and wanted to do some 360 outside shots, when it happened. Will contact Matterport ASAP. Any tips dealing with the support?
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