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3D ShowcaseAdvicebugproblem

Client complaint (when using older PCs)237

craigsauer private msg quote post Address this user
Hey Matterporters,

I completed the 10,000 sq ft scan I mentioned here recently, and I think it came out really well:

But my client writes me back this morning:

"There are a lot of times when I am viewing the floor view that it goes to black and I cannot get it back. For example, I was going from the first floor to the second and when I got to the top of the stairs it crapped out and I had to reload the entire site. I tried it again and it was OK, but when I went to the attic room and tried to enter the third floor, it did the same thing."

I've asked for further details, and only got limited ones, but he's using several Windows PCs (older, I think) and has these problems on all of them. He hasn't experienced this problem on the other scans of mine he's viewed via my portfolio page.

Since this is such a big model, is is possible that it is just too big for older computers and browsers?

I've tried it on my Windows 7 desktop and a Macbook and an Android phone. Mostly Chrome browsers, but I also tried it on Firefox on the Macbook.

Any ideas on what I should suggest he try to fix the problem?


Post 1 IP   flag post
JohnBecker private msg quote post Address this user
I've seen this on a Win7 computer when I looked in IE. I've never had the problem when using Chrome or Firefox.
Post 2 IP   flag post
dfellars private msg quote post Address this user
Craig, you are not alone. I had the same issue with a 10k sq ft scan over the weekend. It happened in Firefox, but it was not consistent. An area would be black, then I would reload and it would be fine.

Contact Matterport for support and I will do the same. They just rolled out some software updates and I would bet they update their cloud processing as well.

Dan Fellars
Post 3 IP   flag post
alx3D private msg quote post Address this user
Hey Craig. Great property! I could not recreate the issue on mine Macbook/ chrome. How many scans was it? You got a little artifact keeping you from going through the front door. Anyone know how to fix these? Also the room with the huge mirror looked like it would have been a pain!
Post 4 IP   flag post
craigsauer private msg quote post Address this user
@alx3D: I made over 300 scans, counting ones I later deleted or didn't sync up after completion, but I ended up with almost exactly 200 before I uploaded it. That reminds me I need to go through and hide some of the scan positions in Workshop.

@dfellars: I'll write to Matterport as well. I'd forgotten they'd announced the software updates, and then quickly delayed them, so maybe they are having some issues.

Post 5 IP   flag post
craigsauer private msg quote post Address this user
@alex3D, I just checked the front door, and it is working for me. The screen briefly goes black as I pass through the doorway, but I have no problem going through either way. I did the scan of that room first with the door closed, and then at the end of the (LOOOONG) day when the sun wasn't so intense I opened it up and did several scans in the room and then all the scans down the stairs.

I don't really think the scans outside the front door add much to the model, but the client really wanted people to be able to see if from outside from that perspective.

Post 6 IP   flag post
alx3D private msg quote post Address this user
I tried again and could not get through the front door. Can you see what I am talking about in the dollhouse view?

Also here is a link to the one you posted today. Thanks!
Post 7 IP   flag post
craigsauer private msg quote post Address this user
@alex3D I just checked it again, and now I can't get through. Weird! Last time I checked I went through no problem, with the only weird thing being a brief flash of black screen as I went through it.

(And that property you linked to isn't mine, although it's pretty cool!)
Post 8 IP   flag post
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