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ONE FLOOR MISSING please help9616

Michaela private msg quote post Address this user

can you please help me? I was creating a virtual tour of a house with three floors for my client – basement, ground floor and 1st floor. I started on the ground floor, then I continued to the 1st floor and finished in the basement. I created the respective floors in the app as well, so I have 3 scanned floors in the app, but after uploading to cloud, only 2 floors are created. First is the basement, and the second is ground floor combined with 1st floor. I create this virtual tour by Richoh Theta V.

Can you please help me and fix this? Is it possible? What could cause it?

Post 1 IP   flag post
June private msg quote post Address this user
If there are not enough steps between floors (eg: split level homes) then Matterport treats the floors as one and will not recognize that you marked it as 3-4 floors. I always mark the floors but have run into this several times. I contacted support the first time and was told about the number of steps required for the software to treat it as another floor but can’t recall the amount. It would be nice if they somehow were able to fix this and record the amount that we listed though.
Post 2 IP   flag post
June private msg quote post Address this user
I do have to admit though that this does not seem to be what’s going on with yours though. Contact support and let us know what they say? Dee can work miracles so perhaps she can rectify this problem for you. Address it to her.
Post 3 IP   flag post
Michaela private msg quote post Address this user
I was contact support yesterday and I am still waiting for thier response.
Post 4 IP   flag post
65990 4 4
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