Insta360 One X2 issue with the Matterport Capture App?18831
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Gladsmuir private msg quote post Address this user | |
| I’m hoping someone can help with an Insta360 One [X2] issue with the Matterport Capture App. I provide Matterport Training and for the first time a trainee wants to use an Insta360 to visualise the process during the training, as we are working online – another first for me. Using an iPhone 14 the Capture App has been installed, and a free account set up successfully. We have created a test model. When the student tries to start scanning the app refuses to use the Insta360 [One X2], offering to switch to the iPhone. After an extended call with Matterport Support and much rebooting we are still in the same situation. Matterport Support say they will revert in two days, but I expect the Forum can do better! Attached are a couple of screen grabs. Suggestions anyone? Oliver   |
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 WGAN ForumFounder & WGAN-TV Podcast Host Atlanta, Georgia |
DanSmigrod private msg quote post Address this user | |
| @Gladsmuir Does your virtual student need to add a Micro SD card to the Insta360 ONE X2? Looking at the Insta360 ONE X2 specs, I can not tell if the Insta360 ONE X2 includes built-in memory (or if it ships with a Micro SD card). Does that help? Dan |
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Gladsmuir private msg quote post Address this user | |
| Hi Dan Yes there us a micro SD card and it is correctly fitted. Tried to remove, replace and reboot, but no change. Oliver |
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WGAN Forum Founder & WGAN-TV Podcast Host Atlanta, Georgia |
DanSmigrod private msg quote post Address this user | |
| @Gladsmuir Ugh! Wish it was better news. On the Matterport Support page for the Insta360 ONE X2, I do not see this problem/solution listed. I could imagine that you already confirmed: 1. Matterport Capture app (current version) 2. Insta360 ONE X2 (firmware current) Dan |
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WGAN Forum Founder & WGAN-TV Podcast Host Atlanta, Georgia |
DanSmigrod private msg quote post Address this user | |
| @Gladsmuir Double-checking, your student is using the Insta360 ONE X2 360 camera versus an earlier or later version of this camera? Dan |
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Gladsmuir private msg quote post Address this user | |
| Hi Dan, No firmware update notification, but I’ve asked the student to check. Oliver |
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Gladsmuir private msg quote post Address this user | |
| Hi Dan, Yes, it’s the Insta360 ONE X2 model. Oliver |
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WGAN Forum Founder & WGAN-TV Podcast Host Atlanta, Georgia |
DanSmigrod private msg quote post Address this user | |
| @Gladsmuir I reached out to Insta360 regarding this challenge. Here is the reply: --- Hi Dan, I have carefully reviewed the post and discussed the issue with our service team and tech team. Based on their initial feedback, the Insta360 One X2 has been working perfectly with the Matterport Capture App for a long time already, so this may not be a common issue. To accurately pinpoint the reason for this issue, they would need more details. I agree with the recommendation you provided in the thread. We also suggest that the user check if he/she are using the latest version of the Matterport Capture app and the camera firmware. For now, we also recommend the user to follow these troubleshooting steps: 1. Download the Insta360 App. 2. Reboot the camera and connect it to the Insta360 App instead of the Matterport Capture App. 3. Check if the camera works perfectly with the Insta360 App (e.g., test photo shooting, video recording, etc.). Since the user is using our camera with the Matterport Capture App, if he/she can successfully pass the troubleshooting process above, it indicates that there may not be a hardware problem with the camera itself. If the issue persists and it seems to be related to the software, I would suggest that the user continue to communicate with the Matterport team and provide them with more details. Best regards, [redacted] --- Oliver, does that help? Dan |
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