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PLANIX & Survey Troubleshooting

Updated

Overview

This guide covers the most common issues Operators encounter while using the PLANIX app and Survey interface, including upload validation errors, failed firmware updates, and missing scan data. Each section provides practical, step-by-step fixes that can be performed directly in the field.

By resolving these issues quickly, Operators can keep their iGUIDE shoots on schedule and avoid losing valuable scan data, ensuring every project moves smoothly from capture through upload to publication on the iGUIDE Portal without unnecessary downtime.

In This Article

Validation Error/Client Error 

Cause

  • Occurs when there's a disruption while uploading from the PLANIX app to the iGUIDE Portal

Troubleshooting Steps

  1. Upload the project through Stitch on a computer instead 

Firmware Update Failed

Common Causes

  1. Smart device compatibility issues
  2. Cellular data interference
  3. Internal pin misalignment in the camera

Troubleshooting Steps

  1. Disable cellular data or enable Airplane Mode before retrying the update 
  2. Try a different smart device to start the update 
  3. Remove the camera from the tripod and gently rotate it in a circular motion or shake it side-to-side to realign internal pins

Failed Scan/Exporting Folders with Missing Data

Cause

  1. The camera was unable to transfer the captured image to the smart device, resulting in a failed scan (a pop-up will notify you)

Troubleshooting Steps

  1. Open the hamburger menu in Survey
  2. Go to the Scan section
  3. Locate the most recent scan (typically the highest-numbered)
  4. Delete the failed scan
  5. Return to the Survey screen and continue scanning from where you left off

Important Notes

  • If any of the troubleshooting above does not work, or if you are having any difficulty with the instructions above please call or make a ticket to the Support team and they will be happy to assist you.

Frequently Asked Questions

Should I uninstall the PLANIX app to fix these issues? No — especially with the R1 camera, all your project data is tied to the app, and uninstalling will delete every project stored on your device 

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