Answered

[FIXED] 3d showcases causing webpages to crash and reload, only with iOS. Is it a known issue since yesterday's update?

Since the update yesterday all our showcases no longer run on iOS - tested and failed on iPad/MacBook Pro, and iPhone 6. PC's and Android phones are not affected.

I have looked at a couple of other MSP sites and they also have the same issues, so it seems to be global. I'm just trying to get a sign that the issue is acknowledged, and in progress (as I haven't seen any other posts on the topic.)

Couple of examples:

http://www.eckenmexico.com/ejemplos/

https://www.iteleport.com.br/tour3d/thiago-derrico-yoshinaga-61-cobertura/

Thanks!

0

Comments

53 comments
  • @sebastian I just went through the first two models with no issue using my iMac and my iPhone.

    0
    Comment actions Permalink
  • @Lisa - thanks for the response and testing those models. Very strange - as I have clients in multiple locations and all report that the showcases crash on iOS and the associated webpage has to reload. The crash happens when trying to navigate to a scan position (although in the first example I gave above, the crash happens before the model is fully launched). It happens on clients websites as well as my.matterport.com

    Are you able to navigate in this showcase?: https://my.matterport.com/models/d5M6yq4Zaqg

    Would anyone from MP care to comment?

    Thanks!

    0
    Comment actions Permalink
  • Hi there, @sebastian! I haven't heard of this issue, but we're looking into it now, hold tight!

    Question: Is this happening in every browser, or just Safari, or...?

    Thanks for the info, @Lisa Hinson!

    0
    Comment actions Permalink
  • @Scott - just Safari to my knowledge, but I don't have any other browsers

    0
    Comment actions Permalink
  • Hi there @sebastian! I have an update from the Matterport QA team:

    This is a recent bug related to tiling. It appears to happen when tapping/clicking while a transition is happening. We are working on it, but if it is a problem in the short term, using &tiles=0 prevents tiling.

    Let me know if that works!

    -The Matterport Team

    0
    Comment actions Permalink
  • I just viewed the showcase you posted.. on SAFARI & CHROME- no issues. Would like to visit there - just BEAUTIFUL! @sebastian @Matterport-Scott

    0
    Comment actions Permalink
  • @Matterport-Scott what is tapping?

    0
    Comment actions Permalink
  • Sorry, that was unclear -- I meant, when clicking (mouse) or tapping (mobile) when Showcase is transitioning can cause the issue. :-)

    0
    Comment actions Permalink
  • Thanks @Scott...I tried an embedded link with '&tiles=0' and also without it...the result is the same: the showcase loads perfectly, then after waiting for a few seconds I tap any scan position to navigate and the page subsequently crashes. There is no transitioning happening when tapping/clicking, so not sure if it's the same thing. An error message stating 'A problem occurred with this webpage, so it was reloaded' appears while it reloads the page. This is happening on my.matterport.com and then passed to the linked page.

    One further piece of information - all of our models that were created up to and including November 14 no longer work. We have created one model on November 16 that works fine (presumably uploaded after the system update?) not sure if that's helpful. Also if I go into the 3D Gallery on the MP homepage, some work/some don't...very strange (especially when everything worked a few days ago).

    UPDATE: I've just learned from someone in Colombia that iPhone/iPad webpages crash but his MacBook works fine (same showcase).

    This is a high priority issue for us and our clients obviously, so please reach out to us if we can provide more information or run tests, etc.

    Thanks!

    0
    Comment actions Permalink
  • WRT the 3D Gallery, perhaps it's helpful to give 2 examples:

    Works: https://matterport.com/3d-space/firstgear-luxury-car-showroom/

    Crashes: https://matterport.com/3d-space/st-pauls-cathedral/

    0
    Comment actions Permalink
  • Thanks, @sebastian! We're working on this now. Can you provide any hardware / iOS version details about the devices that saw crashes?

    0
    Comment actions Permalink
  • Hi @sebastian I just tried both your models, the cthedral and 2 of mine using my Mac and using Safari and all worked ok. I tried to duplicate the 'tiling' issue by clicking but it still worked ok.

    0
    Comment actions Permalink
  • Thanks @Bill I had in fact just received word that the Macs were working ok, and that the real issue was iPhone/ipad. I just had someone test a model in Mexico city that confirmed this.

    Any chance you could try it out with a mobile device?

    Thanks

    0
    Comment actions Permalink
  • @Scott

    iPad Model A1458, iOS Version 10.0.2(14A456)

    iPhone 6 Model A1549 iOS Version 9.3.5 (13G36)

    0
    Comment actions Permalink
  • Hey guys, I have exactly the same issue!! Since today all showcases (ours and the ones from Matterport gallery) are crashing on iphone and ipad. This is a huge issue! I'm running on:

    ipad mini 2 - running on IOS 10.0.2

    iphone 6 - running on IOS 10.0.2

    @Sebastian, @Matterport-Scott

    0
    Comment actions Permalink
  • Thank you, @Matthijs Baaten! We're looking into it now!

    0
    Comment actions Permalink
  • Interesting -- I'm on an iPad mini 2, and I'm still able to load https://matterport.com/3d-space/st-pauls-cathedral/

    0
    Comment actions Permalink
  • An odd question, @sebastian and @Matthijs Baaten: what's your geographical location? I'm wondering if there's a caching issue somewhere. Unlikely, but worth a question.

    0
    Comment actions Permalink
  • I'm in Puerto Vallarta (West Coast Mexico), but also had it tested in India, Mexico City and Bogota, Colombia....all similar results, the only difference being that for some people the Android also suffers the same issues

    0
    Comment actions Permalink
  • Hello all!

    UPDATE: The problem has been diagnosed, and a fix has been tested and pushed live! Mac Safari, Mac Chrome, and iOS Safari should all be behaving normally again.

    Please give it a check on our end, and confirm, thank you!

    0
    Comment actions Permalink
  • Hi @Scott, I just tried and it hasn't changed. I went so far as to reboot all the devices, clear cache, etc, but it still reacts the same way. Sorry I don't have better news for you!

    0
    Comment actions Permalink
  • Wow, ok, @sebastian -- we'll keep looking...

    0
    Comment actions Permalink
  • Same here, crashes still occur on ios iphone & ipad

    0
    Comment actions Permalink
  • Hi Scott, is there any update? My clients are reporting the same issue, this already has high impact. Thanks!

    0
    Comment actions Permalink
  • Good Morning all - I wanted to let you know that we created a duplicate and uploaded it yesterday evening thinking this could bee a workaround for us (reprocessing all our models). Unfortunately I have to report that the duplicate model also crashes and the webpage reloads.

    0
    Comment actions Permalink
  • Hi there @Matthijs Baaten. For your models where you're having issues, does adding the &tiles=0 parameter to the URLs help, now?

    0
    Comment actions Permalink
  • Can you retry the &tiles=0 parameter on the models where you are having trouble, @sebastian?

    0
    Comment actions Permalink
  • Same issue. iphone5 (yah yah it's old, but it worked before). Using Safari. I does work on my ipad. This is kind of insane. Many people check their Facebook with a mobile device, and now one of the largest demographics, iPhone users, can't click on the links and view the models. Please escalate the issue. The &tiles=0 did work for me, and now have to update my clients that there is a bug and that they have to manually go in and update all their facebook posts.

    0
    Comment actions Permalink
  • @Matterport-Scott, half a day passed in my time zone, more complaints coming in, no update. Please confirm people are working on it. Thnx!

    0
    Comment actions Permalink
  • FINAL UPDATE: THIS IS FIXED! :-)

    UPDATE 11/20: After further investigation over the past ~24 hours, we are defaulting ALL models to load without tiling. This should resolve the issue for now, and provide us space to assess the core issue so we can eventually re-instate the feature with better memory management.

    UPDATE 11/19: We are still investigating. Can you confirm a few things:

    1.) Is using &tiles=0 effective as a short-term fix?

    2.) Can you provide me a URL for a model or two that seems to be worst / affects the widest range of devices?

    ...Our belief is that RAM utilization related to tiling is causing the problem, and it should be more common in older devices, or in very large models.

    We released an update yesterday (11/18) that we believe dramatically reduced the issue, but thus far, it appears the impact here is less than hoped.

    0
    Comment actions Permalink

Please sign in to leave a comment.