1. “Alignment error” / “No alignment. Scan again, closer to previous scans. #
How to Fix:
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 before scanning again.
Watch out for tricky conditions:
- Bright sunlight
- Large, open spaces
- Outdoors
- Repetitive geometry (same-looking walls/patterns)
- Empty spaces without visual features
Use unique markers – Place distinct objects to help the scanner differentiate areas
Keep lighting consistent – Avoid changing lighting between scans. If you do, rescan those areas.
2. “Low certainty. Verify or delete scan.” #
How to Fix:
Check the preview scan to see if scans appear correctly.
If correct → continue scanning.
If incorrect → delete those scans and try again.
3. “Camera unstable. Tighten mount or tripod.” #
How to Fix:
Tighten the camera mount and tripod before rescanning.
4. “Received a Server Error Code: 3” #
How to Fix:
Log out of the Matterport app.
Log back in to re-authenticate your account.
5. “FAILED_GET_CAMERA_STATUS” #
Cause: Camera cannot connect to the Matterport app (often due to full storage).
How to Fix:
Clear storage space on your 360 camera.
Reconnect to the Matterport app.
Other Issues & Troubleshooting #
Q: How do I update the Matterport Capture app and my iPad’s iOS? #
Update the Matterport Capture app:
Open the App Store
Search for “Matterport Capture”
Tap Update (if available)
Update iPad’s iOS:
Go to Settings
Tap General → Software Update
Follow prompts to download & install updates
Tip: Keep both the Capture app and iPad iOS updated to prevent compatibility issues.
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 if no Home button)
Find the Matterport app in the app switcher
Swipe up to close it
Close any other unused apps
Return to home screen and reopen the app
Q: Why does my scan fail outdoors? #
Because:
Scanning works best indoors
Bright sunlight + repetitive outdoor features confuse the camera
Instead of scanning, capture a 360° exterior photo
Example: Capturing a 360° exterior photo of an adidas store