Is iPad the Only Way to Upload?2753
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PhotoJoe private msg quote post Address this user | |
| All week long I haven't been able to upload to Matterport. Is there any other way to upload? I have some very patient clients starting to lose their patience. Thanks, Joe |
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 WGAN ForumFounder & WGAN-TV Podcast Host Atlanta, Georgia |
DanSmigrod private msg quote post Address this user | |
| @PhotoJoe Yes. 1. Are you using wifi or cell service? 2. Can you get to a web page? 3. Did you trim the model? 4. Create a model with one scan. Can you upload it? (No Matterport processing charge for models with up to two scans) Dan PS... If by cell service, enabled for uploading from the Matterport app? |
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PhotoJoe private msg quote post Address this user | |
| 1. Broadband wifi 2. Yes 3. Yes 4. No. I just did one scan of my office and tried to upload it. It's been stuck on 0% for 10 minutes. My upload speed is 12.1 Mbps. My iPad doesn't want to upload and I can't get any answers as to why. Thanks, Joe |
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Santa Barbara |
Lizzg private msg quote post Address this user | |
| Are your login details up to date? Maybe check your settings. Sorry you're having trouble!  |
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PhotoJoe private msg quote post Address this user | |
| First of all, thanks for taking time to help me on a Saturday morning! I just logged out and logged back in again. I have rebooted my iPad. I have contacted Matterport support by phone and by email. No response yet. All of the equipment is brand new. I purchased the Matterport camera and iPod 128gb Pro 2 weeks ago. I did one model (17 scans) the day I received the camera and it uploaded flawlessly. I have received tremendous interest about my business. I went to Florida (I'm in Mass) to scan 2 high end beach rental properties but haven't been able to upload them. If I can't resolve this by Tuesday I'll be forced to return the camera and get my money back as it has become useless to me. Thanks, Joe |
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WGAN Forum Founder & WGAN-TV Podcast Host Atlanta, Georgia |
DanSmigrod private msg quote post Address this user | |
| @PhotoJoe Try enabling cell service for the app and try uploading a model with one scan. Does that work? Hi All, Other ideas? Dan |
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PhotoJoe private msg quote post Address this user | |
| It's a wifi only iPad. I tried tethering it to my phone in Fla but it didn't work. | ||
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WGAN Forum Founder & WGAN-TV Podcast Host Atlanta, Georgia |
DanSmigrod private msg quote post Address this user | |
| @PhotoJoe Check my.matterport .... Matterport uploads in the background without telling you. Perhaps the model has already uploaded? Dan |
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PhotoJoe private msg quote post Address this user | |
| I just did and have done so several times. Besides, Matterport sends an email when your model is ready. I assume Matterport is closed on weekends? |
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PhotoJoe private msg quote post Address this user | |
| Sometimes when this happens with other iOS apps, Podcasts for example, I can delete the app and reinstall it and it decides to work. I am hesitant to try this with the Matterport Capture app because of losing the scan data. I backed up the scan data to my iTunes, iCloud and to my computer hard drive using iExplorer but I don't want the expense of having to fly back to Fla if it doesn't work. Joe |
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WGAN Forum Founder & WGAN-TV Podcast Host Atlanta, Georgia |
DanSmigrod private msg quote post Address this user | |
| @PhotoJoe Matterport does have an emergency hotline message service. They are suppose to call back Pros in the field within one hour. Did you try adding another trim and uploading again? Have you tried uploading from another wifi, such asStsrbucks? Dan |
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WGAN Forum Founder & WGAN-TV Podcast Host Atlanta, Georgia |
DanSmigrod private msg quote post Address this user | |
| Matterport phone number: 650-641-2241 (For Support, select 9. For Urgent Support (mailbox) select 4) [updated 10 Feb 2016] | ||
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PhotoJoe private msg quote post Address this user | |
| Is this the hotline number? 650-437-6159. I first called them Weds at 11:30am and didn't receive a call back until Thurs at 5:49pm. I called and submitted a ticket to the yesterday with no reply yet. I first tried the client's wifi, 13.24Mbps up, then I tried the adding and deleting trim trick, finally tried uploading from my studio 12.1Mbps. |
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PhotoJoe private msg quote post Address this user | |
| That's a different number than I had. I just called and left a message. How quaint, leaving a message, it must be a pretty small company. | ||
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WGAN Forum Founder & WGAN-TV Podcast Host Atlanta, Georgia |
DanSmigrod private msg quote post Address this user | |
| @PhotoJoe Hace you tried? 1. Duplicating your model and uploading? 2. "Forgetting" your wifi and re-entering your password? Dan |
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PhotoJoe private msg quote post Address this user | |
| Update: I received a call from Marcus at Matterport who said they believe this is a bug as they have been receiving similar reports lately. He suggested that it would be ok if I delete and reinstall the Capture app if I had already backed up the data to iTunes. So I crossed my fingers and deleted the Capture app and then restored my iPad from iTunes. Thankfully the scans were still there! Now the bad news, the scans have been uploading for almost an hour but it still says 0%. I am an optimist and will let it try to upload until Tuesday when I must make a decision to return the unit. |
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PhotoJoe private msg quote post Address this user | |
| @DanSmigrod 1. Trying that now 2. The wifi is working fine for other apps such as email. |
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WGAN Forum Founder & WGAN-TV Podcast Host Atlanta, Georgia |
DanSmigrod private msg quote post Address this user | |
| @PhotoJoe Did Matterport say what the bug is? Which iOS and iPad do you have? Dan |
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PhotoJoe private msg quote post Address this user | |
| iPad Pro 128GB 9.7" iOS 10.0.2 No, he didn't say but he wanted me to report back to him. |
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PhotoJoe private msg quote post Address this user | |
| Update: Absolutely no change. Problem still exists. Been uploading for more than an hour - still at 0%. File is 39 scans for a total size of 429.7mb. I'm a photographer, 429mb is like 86 5mb photos which typically upload in a few minutes. Joe's not happy.  |
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Frisco, Texas |
Metroplex360 private msg quote post Address this user | |
| It would be cool if they covered the overnight shipping fees and allowed you to send the Matterport so they could immediately get the data sent over. It would also be cool if Matterport wrote a debugging app that would go on your computer, extract the information manually and upload it to them. |
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Santa Barbara |
Lizzg private msg quote post Address this user | |
| Could you duplicate the model, delete 10 or so scans, then upload? If that works then upload the duplicate, complete model. Fingers crossed. |
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PhotoJoe private msg quote post Address this user | |
| Nothing uploads. I tried a test with one scan. nothing uploaded. | ||
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WGAN Forum Founder & WGAN-TV Podcast Host Atlanta, Georgia |
DanSmigrod private msg quote post Address this user | |
| @PhotoJoe I started a new discussion here to see if the Matterport Community knows about any existing bugs or issues with iOS 10.0.2. Hopefully, we can get an answer to you this weekend about a workaround. best, Dan |
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PhotoJoe private msg quote post Address this user | |
| Thanks Dan. I used iExplorer to get the files off my iPad and uploaded them to my Dropbox. If anyone from Matterport is reading this I can share the folder with them. | ||
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WGAN Forum Founder & WGAN-TV Podcast Host Atlanta, Georgia |
DanSmigrod private msg quote post Address this user | |
| @PhotoJoe Good try, but that's not going to work. Think of a train that has an engine and caboose and passenger cars in the middle. Each model is a "passenger car" ... For your return trip, these "passenger cars" must have the SAME engine and caboose when you started your journey. --- Have you backed up to iCloud? If not, try that. Then, take your iPad back to factory settings. (Wipe it clean) Then, do a restore from your iCloud backup. Why? Perhaps there is a "bad spot" where some of your data is located. Worth a try ... Best, Dan |
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Santa Barbara |
Lizzg private msg quote post Address this user | |
| Can one log in to Joe's account, then upload the model? | ||
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WGAN Forum Founder & WGAN-TV Podcast Host Atlanta, Georgia |
DanSmigrod private msg quote post Address this user | |
| @PhotoJoe @Lizzg question got me wondering... Could you restore your iCloud to a different iPad and see if that works? Perhaps with an iPad with cellular? Might be worth buying another iPad since you have paid biz that you are trying to deliver this weekend. Dan |
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PhotoJoe private msg quote post Address this user | |
| Update: It's been 9 days and I still can't upload to Matterport. Apparently this is a known bug but still no fix. I was able to extract the files from my iPad using iExplorer and put them into Matterport's Box Sync account but haven't gotten those yet. Not happy. |
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DSPhoto private msg quote post Address this user | |
| I just uploaded a scan using a brand new 128 iPad Air 2. Matterport Capture Version 2.2(372.13684) iPad version 9.3.4 iOS 10 Not trying to rub it in just adding info |
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