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Anyone Ever Encountered This Problem w Capture App?10394

Standard
Member
Bon Secour, AL
Chemistrydoc private msg quote post Address this user
So, the third Matterport scan of the day was at a place roughly 3 hours from my home base. The first two properties scanned with no incident. I opened the iPad Capture App at the third property as usual and was greeted with the error message: Cannot Migrate Data (Delete / Quit). WTF - seriously! Called MP emergency number - as expected, no response. Finally got a call over an hour later (when, as it turns out, it was too late).

The caller from tech support could not tell me why that happened, or if it would happen in the future, but told me that what I did basically wiped out all of the data on the iPad (including the earlier scans).

Can anyone offer any advice on how to prevent being hit by the Matterport Software Bug bus in the future?

This one just killed me...... Wouldn't hurt for tech support or customer service or whoever is left there to send out an email warning about this problem and what to do if it occurs.

Anyone?

Keith
Post 1 IP   flag post
Basic
Member
Atlanta
Garnetwest private msg quote post Address this user
Whoah!!
Post 2 IP   flag post
Standard
Member
Bon Secour, AL
Chemistrydoc private msg quote post Address this user
Whoah indeed. And not one tinker's damn given by MP.....

KF
Post 3 IP   flag post
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Member
Cincinnati, OH
leonherbert private msg quote post Address this user
@Chemistrydoc what firmware did you have on your iPad? Are you a beta tester?
Post 4 IP   flag post
Changesin3d private msg quote post Address this user
@Chemistrydoc I have seen Jonathan Buckley get things routed to the right places... I suggest that you try and send him a message here in public @Jwbuckl and maybe reach out to Chris Bell... I know they watch this site they are on here all the time.

If they can not service the product it will effect marketing to other people in the future right?
Post 5 IP   flag post
Standard
Member
Bon Secour, AL
Chemistrydoc private msg quote post Address this user
@leonherbert

Latest build version of firmware - no not a beta tester.

@Changesin3D

I have sent emails to head of engineering (via tech support) and one to Mr Bell directly. I seriously doubt that I will ever hear anything.

Thanks,

Keith
Post 6 IP   flag post
Standard
Member
Cincinnati, OH
leonherbert private msg quote post Address this user
@Chemistrydoc Did you update your firmware recently? There was a serious problem with the firmware 2 weeks back, Matterport had to send me a camera to replace mine. I know that there was a firmware update after that, I am hoping this did not cause the problem. Even though it sounds like the app.
Post 7 IP   flag post
Matterport
Representative
San Francisco
Jwbuckl private msg quote post Address this user
@Chemistrydoc I am sorry for your troubles! I will route an email into my Support contact to see if there were any patterns in other support tickets. I have not heard of this occurring in other places, but please note that I do not work in Support so may be shielded from real-time call-in issues.
Post 8 IP   flag post
Standard
Member
Bon Secour, AL
Chemistrydoc private msg quote post Address this user
@Jwbuckl -

It wasn't just the error message. It was the complete unavailability of your support staff at the moment, and up to one hour later (I waited that long before doing anything). And, the subsequent damages to me have been immense. Even though support is aware of all of this, I can't even get a phone call from the support manager.

You can bet that when the first real alternative to Matterport becomes available, based on this experience, I will certainly leave. This is a ridiculous way to treat a client who has been paying monthly / upload fees for quite a while.

Not a happy MSP here.
Post 9 IP   flag post
Standard
Member
Cincinnati, OH
leonherbert private msg quote post Address this user
@Jwbuckl there has been discussion on this issue for the last few weeks (17 days)
Post 10 IP   flag post
71305 10 10
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