Scanning issues with Matterport Pro2 Camera: Noise/Will Not Align16519
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Rebecca936 private msg quote post Address this user | |
| I am having an issue with my Matterport Pro 2 camera. I have had this camera for about a year and a half and have never had issues until recently. My camera will scan perfectly on my person phone but when I go to connect it to another device to do the scan, it makes a different scanning noise and the scan will not align (I have tried on at least ten different devices). The scan will bend the room, cut off half doors, or duplicate doors and trim. I did have this issue before when I first got the camera but I was able to change a setting on the Capture app to slow the scan down but when the camera updated, that setting is no longer there to adjust on other devices. I am unsure of what the issue is and I have already contacted Matterport customer service without much help. I do not believe that the camera is damaged or broken because it still works perfectly on my phone but possible think it has something to do with the firmware or update? Is this something that anyone else has experienced or has any tips? |
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 WGAN ForumFounder & WGAN-TV Podcast Host Atlanta, Georgia |
DanSmigrod private msg quote post Address this user | |
| @Rebecca936 Welcome to the WGAN Forum. Hmmmmmmmm..... That's not good! Can you record a video - and post it here - so that we can hear the sound? Please let us know which device that you are running the Matterport Capture app. I could imagine that you have already tried: 1. making sure the Matterport Capture app is up-to-date 2. Matterport Firmware is up-to-date 3. Restarted both smartphone/tablet and Matterport Pro2 3D Camera. Best, Dan |
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ron0987 private msg quote post Address this user | |
| @Rebecca936 are you switching devices on the same model and are switching devices because the scans are not aligning? If you can also explain your workflow, it might help us determine the best advice. | ||
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aerialpixels private msg quote post Address this user | |
| Just chipping in my 2 cents which is slightly related to the OP I know for a fact, that a same camera, can behave differently on different scanning ipad/tablet/phone. The Capture app on different devices 'intiates/warms up' the camera differently. I have a Pro1 that does a 'fast scan' (read: lesser quality) on some my newer ipad and android phone, but does a 'slow scan' on an older iPad. (older users here will remember this was once an option on capture app, to have 'fast scan', now that option is not there anymore and fast scan is a default, much to my dismay as I found fast scans more prone to misalignment) I dont have the equipment on me to check now, but I recall once suspecting it was due to upgrading (or not) of the Capture app. ie, different version of the app caused my issue, but I seem to recall also being puzzled that all the capture apps in all my devices were same version. Now, I think it may even be an issue of the phone/tablet. ie, maybe the software checks what ipad/tablet you have and may initiate the camera to behave in a way optimal for the ipad/tablet/phone u are using. Which is why I adopt a - if its not broke, dont fix mentality. ie, I prefer not to upgrade firmware or software until I really need to. |
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 Matterport Camera Repair Service Gainesville, Florida |
MatterFix private msg quote post Address this user | |
| @Rebecca936 Per our call, I'll send you a loaner camera and you can ship yours to me. I am very curious to see what the issue is. As mentioned above, I think it may have something to do with the capture app. | ||
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Rebecca936 private msg quote post Address this user | |
| Here is what is happing on the iPad and every other device I have tried to use. https://vimeo.com/683842485 Here is the result from my personal phone. https://vimeo.com/683842617 Sorry the sounds keeps cutting in and out. |
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Rebecca936 private msg quote post Address this user | |
| @aerialpixels I have tried on the same model and software devices as well as newer ones. I absolutely believe that it has something to do with the "fast scan" setting option. When I first got the camera, I had the same issue but, I switched it to "slow scan" and it has worked perfectly ever since on my phone (which explains the difference in the scanning noise). Now there is no longer an option to change it on new devices as you said. I have made sure the firmware, settings, and updates are the same across all the devices. I do also believe if it ain't broke, don't fix it but, I've been having to give people my personal phone to do scans since I am no longer the only person who is using the camera. |
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WGAN Forum Founder & WGAN-TV Podcast Host Atlanta, Georgia |
DanSmigrod private msg quote post Address this user | |
| WGAN-TV | Top 10 Matterport Pro1, Pro2 and Pro2 Lite Camera Repairs (Revisited) | Guest: MatterFix (@MatterFix) Founder Mike Vorce | Thursday, 18 November 2021 | Episode #126 @Rebecca936 Thanks for sharing the two videos. My guess is that @MatterFix will solve the puzzle. If I had to guess - I am not an engineer - there is a physical problem with the "thing" at the bottom of the camera that rotates. And, the speed of rotation is different depending on whether you use your iPhone or iPad. The difference is causing the "thing" to skip. Let's see what @MatterFix says. Nice of Mike to send you a loaner. Dan |
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Rebecca936 private msg quote post Address this user | |
| @MatterFix Thank you! I truly appreciate all your help. | ||
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