Overview
This section is focused on troubleshooting any common issues that may happen with the PLANIX App and Survey.
In This Article
- Validation Error/Client Error
- Firmware Update Failed
- Failed Scan/Exporting Folders with Missing Data
- Important Notes
- FAQs
- Related Articles
Validation Error/Client Error
This error typically comes up when there is a disruption when uploading from the PLANIX App to the iGUIDE Portal. Possible troubleshooting for this error is:
- Upload your project through Stitch on a computer. In order to do this please follow these links for the R1 camera and the PLANIX Pro:
Firmware Update Failed
This error will happen when you are prompted to update your devices firmware. If it fails there is a chance it may have to do with either the smart device you are using, cellular data issues, or an internal pin may need to be shifted. In order to troubleshoot for this issue please follow these troubleshooting tips:
- Turn off your cellular data or put your device into airplane mode before attempting the update again.
- Try using a different smart device to initiate the update.
- To attempt to realign the pins inside the camera you can remove your camera from the tripod, and gently rotate the camera in a circular motion, or gently shake the camera from side to side.
Failed Scan/Exporting Folders with Missing Data
This error may happen when the camera isn't able to send the image taken to the smart device which will result in a failed scan. You will be notified of this by a pop-up. It is recommended to delete the previous scan and retake the scan again.
- To do this you can use the hamburger menu in Survey to go to the "Scan" section, find the scan that was last taken (typically the highest number as scans are named numerically) and delete that scan. Once deleted you can go back to the hamburger menu and select "Survey" to continue scanning 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
Q: Should I uninstall my PLANIX App to solve any of the issues above?
A: We highly recommend not deleting your PLANIX App, especially if you are using a R1 camera as your project data is tied to that PLANIX App and if you delete it you will be deleting all project data.
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