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FailFirmwareLoanerRepairUrgentWarranty

Matterport Pro 2 Camera not connecting to iPad App10411

Basic
Member
Ghagendorf private msg quote post Address this user
I just want to share this with you in case it happens to you.

Last week while scanning a house I could not get the camera connected to the app. The camera showed connected (solid orange airwave) and the iPad Pro showed connected to the camera. However the app would not connect.I re-botted everything at least 3 times. Still no joy.

When I got home I notice that I needed to update the firmware (the message was not there when I left the house that morning)but since the app would not connect to the camera I could not update the firmware. I called Matterport and after some discussion they asked me to ship the camera to them and they would send a permanent replacement for free because it was under warranty. It being under warranty surprised the heck out of me because I bought it right after the Pro 2 became available.

I really think the issue had to do with firmware but Matterport would not say that.

A HUGE shout-out to Dan Smigrod for working extremely fast in getting a loaner to me - customers were kept happy.

I hope this doesn't happen you you!
Post 1 IP   flag post
WGAN Forum
Founder
DanSmigrod private msg quote post Address this user
Hi Gordon,

Thanks for the shout-out ...

I am glad that you were able to take advantage of the We Get Around Network Emergency Matterport Camera Loaner Program for WGAN Basic, Standard and Premium Members that have been a Member for 12+ months.

"Urgent! My Matterport Camera failed!!!" (We will loan you our Matterport!)

Dan
Post 2 IP   flag post
Standard
Member
leonherbert private msg quote post Address this user
@Ghagendorf This is absolutely got to do with the firmware, I had the same problem a few weeks back, and a few others have as well. Matterport sent me a new camera as well. Matterport should have done something aggressive to make users aware of this, but they did not. I did get an email telling me to update the firmware, but that was only after I had sent the camera in already.

It is not in Matterports interest to fess up and say that this was their problem. Quite a few people may attempt to sue them for screwing up their business if they did that.
Post 3 IP   flag post
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