Wifi Error

Been using our Pro2 camera for weeks now and completed 100's of scans but camera wifi decides not turn on, keep getting the same error "WiFi error" contact matterport support on the camera.

 

Anyone else seen this issue, we are on a big job and we look like idiots!

 

We have submitted a support ticket but i need to solve this quick or tell the client sorry we can't finish becuase we can't connet to the camera.

 

just to be clear it is not the IPAD, it is is the MatterPort that is not seding ot wifi

0

Comments

8 comments
  • @Peter we are sorry that you are seeing this. This is a long shot, but have you traveled to a new country for this job? Reason I ask is that the camera adjusts WiFi bands to comply with regulatory restrictions by country. Curious if there had been a locale change versus your prior jobs.

    0
    Comment actions Permalink
  • Well Yes!  We are on a shoot in Indonesia,  But please note: we did 50 scans yesterday with no issue (ie in Indonesia)

     

    So yesterday it was fine today no wifi.  This is as you can imagine a pretty serious situation for us, our client has blocked all of their hotels for a 3 days so that we can scan them and we can't scan.

     

    Thanks

     

    Peter

     

     

    0
    Comment actions Permalink
  • Were yesterday's scanning jobs all indoors, perhaps in locations the camera would not get a GPS fix? If you don't mind sharing, what country was the camera previously operating in? The abrupt change from one day to the next isn't sounding good.

    0
    Comment actions Permalink
  • We went from Australia, scanning perfectly to Indonesia scanned with NO issues indoors and outdoors not a problem all working and then next day in Indonesia the Wifi stops.

     

    You can see the Wifi Lamp on the camera isn't working.

     

    When the camera boots up it says "connect to Ipad" and then about 5ecs latter the "WiFi Error" comes up,

     

    I'm sorrry what abrupt change, Wifi is Wifi 802.11 same in Australia as it is in US as it is in UK, etc, etc.  We install Wifi. 

     

    There is an error with the Wifi adapter but because you cant connect to the camera any other way than Wifi you can't troubleshoot the error.

     

    0
    Comment actions Permalink
  • @Peter Okay we *think* we know what is going on. When the camera boots up, we send the country code in which the camera believes it is operating to the WiFi chipset so that it can use the proper power and band settings. On your first day in Indonesia, it was still operating under Australia on the first boot. (if you recall, was the camera rebooted at all the first day of your shoot?)

    On the 2nd day when it booted, the WiFi subsystem tried to comply using the Indonesian country code...and we have just verified that the WiFi subsystem hangs with this country code. We have contacted the chipset vendor, but even a work around to substitute a different code is not something that is going to help you on this shoot.  (we need to build new firmware with a workaround, but to install it in your camera, it needs to boot again when it knows it is not in Indonesia...we don't have a way to fake the camera out into thinking it is somewhere else).

    I know that this is not good news, but this seems to be the most likely scenario given our engineers have confirmed the Indonesian country code problem.

    0
    Comment actions Permalink
  • Hi there, we have the same trouble with the Pro2, just done 2 spaces perfectly and now the wifi does work. Hurry up please to make the magic happen again.

    0
    Comment actions Permalink
  • Hi @Yoann.  

    We released an update to the camera's firmware at the end of October to fix this issue. To help troubleshoot, can you share some information?

    -What country are you in when this happened? 

    -Have you just received this camera, or was it in use before hand?  

    -Was Capture logged in and connected to the internet any time in the last couple of months, or is this a new very recent installation?  (if it was logged in, then the latest version of firmware should be on the iPad already)

    - if you don't mind sharing your serial number, we can check firmware version on prior uploaded jobs (since you can't connect to check firmware in this state).

    0
    Comment actions Permalink
  • Hi, 

    We're receiving this issue with our camera not being able to connect the camera to the wifi, and it also describes 'incorrect password for Matterport P813'

     

    We are located in San Francisco shooting for a commercial building site.

     

    :Doug

    0
    Comment actions Permalink

Please sign in to leave a comment.