Answered

Amazon outage affecting your Matterport service

Dear Valued Customer,

Matterport services are currently affected by an outage of Amazon Web Services. This is a broad outage that affects access to Matterport Capture, Cloud, Workshop, 3D Showcase, and the shopping cart on matterport.com.

We would like to let you know that we are aware of and working on this issue and will provide frequent updates in the Matterport Community.

You are still fully able to scan places with the camera and Capture app, although you will not be able to upload the scan data until the issues are resolved. Some 3D Showcases will continue to work due to cached data.

We appreciate your patience.

Thank you,

The Matterport Team

0

Comments

20 comments
  • Update:

    Amazon Web Services has updated their status at https://status.aws.amazon.com/.

    Matterport is working to reduce the impact this outage has on customers

    0
    Comment actions Permalink
  • @Amir Thanks for the info.

    0
    Comment actions Permalink
  • I currently cannot upload a scan from my iPad. It just sits at 0% uploaded. When I press upload again it says that there hasn't been any changes since the last upload.

    Does this have to do with the outage? If not, how do I resolve this?

    0
    Comment actions Permalink
  • Update

    3D Showcases should now be loading normally, but will be slightly slower until S3 (Amazon's servers) has recovered fully. Cloud and Workshop should mostly work, but saving/editing may be slightly sporadic. Uploading Spaces through Capture may work only intermittently. Space processing is currently still on hold until S3 is fully recovered.

    0
    Comment actions Permalink
  • In this case, it's due to the outage.

    I would keep checking your my.matterport account to see if the model data has been uploaded. Uploading may still be intermittent, but should all be up and running as soon as S3 as fully recovered.

    There is a trick you can do to make Capture think you have changed data, but I wouldn't do it now only because it will most likely result in multiple Spaces processing in your account. However, if you do see it still hasn't uploaded after a few more hours, you can go into the markings section in Capture and either tweak a marking and then move it back or create a new marking off to the side and then delete it. Either way, Capture will see it as a change and allow you to re-upload.

    I hope that helps and sorry for any inconvenience.

    - Amir

    0
    Comment actions Permalink
  • Update

    All Matterport systems should now be fully operational. We've started to process Spaces again; however, please expect some longer processing times as the queue is quite large after the outage and growing as Capture uploads are working again.

    We're identifying areas where we need to manually fix errors or bad data after the outage.

    0
    Comment actions Permalink
  • I just got my camera today. I did a few scans. The outage must still be affecting me. None of them are showing up.

    0
    Comment actions Permalink
  • Hey Scott. Go ahead and see if your model data has uploaded now. Everything is slowly getting back to normal. Sorry for the inconvenience.

    0
    Comment actions Permalink
  • I uploaded my model approx 14 hours ago. In my matterport environment it still says processing. Is this because of the large queue?

    0
    Comment actions Permalink
  • We want real software for MAC and Windows to manage our scan and giving the backup and remove your logo from player and upload to our server

    It does not make sense to rely on the cloud service all the time

    This camera have no value without a cloud service

    In this outage should be knowledge and learn that is no real alternative to the programs on the computer

    Your team is thinking how to make more money every month without any logic

    I am very disappointed after my order this camera

    At this reasons I am very disappointed after my order this expensive camera

    0
    Comment actions Permalink
  • Is workshop still impacted? It won't open for me right now. Thanks.

    0
    Comment actions Permalink
  • Update: AWS S3 Outage Impact on Matterport Services

    Yesterday, there was an outage of Amazon Web Services, which broadly impacted Matterport services from approximately 9:35am PT to 1:49pm PT.

    During this outage, you may have experienced the impacts below. Please review to resolve any issues you may have encountered.

    • Matterport Capture
      • You may not have been able to upload your scan data to Matterport Cloud, or you may have experienced a static 0% upload percentage.
      • The Capture app will automatically resume all uploads with no additional action by you. Please note that the processing queue is currently large as we catch up.
    • Matterport Workshop
      • You may not have been able to load Workshop during the outage.
      • If you already had Workshop open:
      • Any Snapshots you took may not have saved, and you should have received an error message. Please retry to take Snapshots, as they are are now working again properly.
      • Any other changes may or may not have been saved. Please reopen the Space in Workshop to check.
      • Make sure to Publish all changes.
  • Matterport 3D Showcase
    • Some 3D Showcases operated normally (where there was cached data); however, many 3D Showcases could not be loaded properly during the outage.
  • Matterport Cloud
    • Some Snapshot downloads may have failed. Please retry these downloads, as all should now be working properly.
    • Some Spaces Statistics CSV exports failed. We are attempting to resend, but please also retry if you do not see your email shortly.
    • If you were able to log into Matterport Cloud and do other activities (edit Space info, organize Spaces, etc), all changes were saved.
  • Shopping cart
    • If you were able to successfully complete actions in the shopping cart without any problems, everything was saved.
    • If you could not complete an action in the shopping cart, please go back and try again now.
    • If you were unable to check out, but you spoke with Sales, your order was created successfully.
  • All Matterport systems are now fully functional and are working properly. We apologize for these issues and are working to reduce these vulnerabilities in the future. Please submit a request at our Help Center if you have any further questions.

0
Comment actions Permalink
  • Come on guys. The outage is offcourse not your fault but i uploaded my model 24 hours ago!! I have to deliver my project today to my client.

    0
    Comment actions Permalink
  • The model I uploaded a few hours ago is ready while my model from 24 hours ago is still "Processing"

    0
    Comment actions Permalink
  • Hi @Martijn,

    Yes, that was a result of the large queue. Now that everything is back to normal, I would guess your model data has been processed. Please let me know if you're still seeing it as processing and I can have the team look into it.

    0
    Comment actions Permalink
  • Everything should be back to normal now and you should be able to access Workshop. Please let me know if you still can't get in.

    0
    Comment actions Permalink
  • Just saw this post :) That's because the processing engine that had your model data went down yesterday and didn't convert the "processing" image to "failed," which it should have.

    Glad to hear you were able to re-upload and get that model data processed.

    0
    Comment actions Permalink
  • Hi @fady,

    I can certainly understand your concern, but not sure software on your personal computer would have helped in this case. Even if you could edit your Spaces in Workshop on your computer, the Space would have to be somewhere online for visitors to view it. Whether it's in AWS or another web host you control, outages will inevitably happen. Having personally witnessed the quick response and barrage of messages being sent all over Matterport yesterday, I can honestly say I wouldn't want to have to deal with that myself if I were self-hosting my own Spaces.

    0
    Comment actions Permalink
  • Hi Amir, I don't think you understand me. My model uploaded yesterday is still processing. The new model I uploaded (from a different adres thus a different model) is already ready after 3 hours. So I think you need to process my model Sem Dresdenplein 122 Schiedam.

    0
    Comment actions Permalink
  • Thanks for clarifying. While your model from yesterday says it's still processing, it's not. It failed due to the outage and needed to be put back in the queue. I searched for "Sem Dresdenplein 122 Schiedam" and was able to find it in your account. Looks like it was re-queued and is processed now.

    Let me know if you're referring to a different Space that still hasn't completed and I'll ping you privately for the link.

    Thanks and sorry again for any inconvenience.

    - Amir

    0
    Comment actions Permalink
  • Please sign in to leave a comment.