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Troubleshoot Common Error Messages

Common Matterport App Errors

"Alignment error" / "No alignment. Scan again, closer to previous scans."

✅ Move the camera closer

  • Place the camera a few feet from the previous scan position.

✅ Ensure scan overlap

  • Make sure each new scan overlaps with the previous one.

✅ Mark windows and mirrors

  • Tag all windows and mirrors in the scanning software.

✅ Mark shiny surfaces

  • Also mark reflective things like stainless steel appliances.

✅ Keep objects in place

  • If you move chairs or other items, return them to their original spot before scanning again.

✅ Watch out for tricky conditions

  • Be extra careful when scanning:

    • In bright sunlight

    • In large, open spaces

    • Outdoors

    • Where there is repetitive geometry (same-looking walls or patterns)

    • In empty spaces without visual features

✅ Use unique markers

  • Place unique objects to help the scanner tell one area apart from another.

✅ Keep lighting consistent

  • Try not to change the lighting between scans.

  • If you change the lighting, rescan those areas after adjusting.

 

"Low certainty. Verify or delete scan." 

✅Look at your preview scan to verify that your scans appear to be in the correct position. If everything looks correct, continue scanning. If scans are appearing in the wrong parts of your preview map, delete those scans and try again. 

"Camera unstable. Tighten mount or tripod." 

✅ Tighten the camera mount and the tripod, then try scanning again.

"Received a Server Error Code: 3"

✅ This issue typically occurs when you attempt to upload a space and the Matterport app needs to authenticate your account. You can solve it by logging out and logging back in again. 

"FAILED_GET_CAMERA_STATUS"

✅This error occurs when you cannot connect a camera to the Matterport app. This error typically indicates that a 360 camera is out of storage space, so it cannot connect to the Matterport app. You can solve it by clearing the storage on your 360 camera and then reconnecting to the app.

Other Issues and Troubleshooting Steps 

Q: How do I update the Matterport Capture app and my iPad’s iOS?

  • Update the Matterport Capture app:
    ✅ Go to the App Store on your iPad
    ✅ Search for “Matterport Capture”
    ✅ Tap Update if an update is available

  • Update your iPad’s iOS:
    ✅ Open Settings
    ✅ Tap General
    ✅ Tap Software Update
    ✅ Follow the prompts to download and install updates

Tip: Keeping both the Capture app and your iPad’s iOS up to date helps avoid compatibility issues and scanning errors.

 

Q: What should I do if the Matterport app is frozen on my iPad?

  • Force-quit and reopen the app:
    ✅ Double-press the Home button (or swipe up from the bottom of the screen if there’s no Home button)
    ✅ Find the Matterport app in the app switcher
    ✅ Swipe up on the app to close it
    ✅ Close any other unused apps
    ✅ Go back to the home screen and reopen the Matterport app

 

Q: Why does my scan fail outdoors?

 

📞 Support

If you have any issues or questions, please reach out via Live Chat or email us at admin@liminastudios.com.