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Matterport Tour Not Ready--Day 33756

tgdmax private msg quote post Address this user
Quick question when you have a moment. I did a Matterport tour Friday and uploaded it to Matterport--my ipad shows a 1629 upload time for the 99 scans I had. I still don't have the tour back yet--which is strange to me as usually the longest I have waited is 12 hours. I sent an email but Matterport appears to have no customer service over the weekend.
My client is pinging off the wall even though I told them 24-48 hours.
Just to make sure I tried to reupload the tour but I get a message saying there has been no change so it doesnt reupload.
Have you experienced this type of delay? I told my client we may have to wait until today but wanted to touch base with experts :-)
Thank you in advance for your time and effort with this question.
Post 1 IP   flag post
JonJ private msg quote post Address this user
In order to re-upload the tour, you need to make a change to the model. Try moving one of the trim markers and then re-upload.
Post 2 IP   flag post
CLE3D private msg quote post Address this user
I had a model do this about a month ago. I emailed MP and had to wait like 2 days for a response, which was that every once in a while, a model gets "stuck" in processing and they have to go in and get it moved along somehow. Wasn't really given an explanation of why it happens, but it was the only one I've ever had do that. So hopefully they'll get back to you early today.
Post 3 IP   flag post
tgdmax private msg quote post Address this user
Thank you Jon and CLE3D for the great insight and quick reply. I will try your process Jon if they can't find it via CLE3D description. I just emailed Vince-the midwest regional manager-who has always been a great asset to resolving issues. I will advise. Thanks again!
Post 4 IP   flag post
JonJ private msg quote post Address this user
Go ahead and re-process the model now. At least that way you are moving forward on 2 fronts. Just in case it takes Vince a while to respond,you already have an alternative solution in the works.
Post 5 IP   flag post
tgdmax private msg quote post Address this user
JonJ- good idea. When I stop at my first shoot I will upload again--running out the door right now. Thank you again sir! Have a great day!
Post 6 IP   flag post
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