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Uploading issue from ipad2596

CaseySmith private msg quote post Address this user
I am having huge issues uploading 2 projects I did yesterday. I have rebooted my iPad many times, I've rebooted the Internet modem as well, duplicated the projects and nothing is happening. There is also nothing in my accounts folder for me to be able to start the upload again. I hope someone can help as I am lost on any other ideas.

Kind regards

Post 1 IP   flag post
3Dwalkmethru private msg quote post Address this user
@CaseySmith I just uploaded two jobs with no issues so its not a Matterport issue, it has to do with your network.

I recommend trying the upload somewhere else for testing purposes. This way you can narrow down the issue.

Good luck.
Post 2 IP   flag post
RobinLycka private msg quote post Address this user
Did you try closing all the apps on the ipad?

Did you try uploading through a different internet connection?

Did you try emailing Matterport support?
(If not include, capture app version, device/ios version).

Have you had succesfull uploads previously from the same ipad/connection ?
Post 3 IP   flag post
CaseySmith private msg quote post Address this user
Thank you for your help, I've done everything as above mentioned other than trying a seperate network. I've email Matterport as well but no reply from them yet.
Post 4 IP   flag post
alirizacil private msg quote post Address this user
I experienced same thing 2 times and after trying everything, i wrote mp support. They make me back up the capture with "i explorer" and send them via wetransfer. They manually did the process. This whole process took more than 1 week. I hope you would not need it.
Post 5 IP   flag post
CaseySmith private msg quote post Address this user
Wow a week, lucky the client won't need it, I hope the error was fixable after your issues. Can I ask, how did you extract the files from your iPad.
Post 6 IP   flag post
alirizacil private msg quote post Address this user
They mailed me very detailed explanation about how to do it. I searched it in my mail account. Here it is:

"On a Mac or Windows PC, install the free version of iExplorer (i.e. 'Demo' Version) from the following site - - Click the blue Download button next to the orange Buy button.
Connect the iPad to the computer and launch iTunes.
If your version of iTunes is newer than 12.2, you'll need to open iTunes Preferences and choose the Advanced tab. Make sure the "Share iTunes Library XML with other applications" option is checked. (see screenshot here)
Open the iExplorer application (click 'Continue with Demo' if necessary), and from the left column - single-click 'Apps'.
In the center column of the iExplorer application, you'll see the list of all the apps in your iPad. Right-click on 'Capture' and choose Export to Folder.
Choose any folder you would like or create a new folder and click Export.
Within the folder to which you exported the Capture app, you'll see a new Documents folder with several subfolders. Please DO NOT compress the Documents folder into a single file.
If you don't already have a Box account, please go to to sign up for your free account.
You should have received an email from with a link to a folder I created. Please click this link and enter your Box credentials to access it.
Drag the Documents folder from your computer into your Box folder within your web browser.
You're done. Thank you very much for your patience and cooperation. Now that we have your model's capture information, we hope to be able to force the upload and processing."
Post 7 IP   flag post
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