Answered

Has anyone notice in the last week or so, seen a difference with wall corners, doors, windows fraying?

I have taken several scans and all of my scans are coming back with this distortion. I have sent in a support ticket and I am in limbo for response. Saying that Engineering is working on it. I am not able to go back and re-take the scans... As you can see two different locations.

1

Comments

77 comments
  • Hi @betty,

    Now you say it, I have noticed that also in one of my models from last week. As I am not an expert yet I thought it was me who made a mistake by taking a scan to close to the wall, so I didn't even send in a support ticket. I am curious what the problem/solution is.

    0
    Comment actions Permalink
  • Hi @betty and @Eva,

    I know this is just reiterating what you probably already heard, but I did talk to the dev team and they are working on a fix. There is something being looked at as a potential fix now and I really hope that will work out and make it into the processing engine. Once it's approved, you'll be able to re-upload the same model data from Capture to get a new, clean Space.

    Unfortunately, there's no way to know when exactly it will be ready for you to reprocess your data, but I'll notify you here once it's available.

    Thanks for your patience.

    Amir

    0
    Comment actions Permalink
  • Hi @mattrport-Amir with all do respect to you and the dev team.How exactly are we to respond to our clients that we're not able to deliver a great product not even a good product. I am apprehensive to do any scans fear of how they may come out. I have completed 3 since this all started each one of them are frayed/mesh and have several more on the books. Please explain to me how I am to tell my clients that we all have worked very hard to explain to them what Matterport 3-D is, and now tell them that the end results will not be as great as I told them it would be.

    I anxiously await for resoulution, and will explore our other options for 3-D tour.

    Best regards,

    Betty

    0
    Comment actions Permalink
  • Yes, Frayed edges more than once. I see there is a fix underway. For reference. There are at least 6 more scans that are around this - 2 in the walk in closet (as there is a chest of drawers - visible - which is impacted separating tow sides) - 1 in the doorway which suggests no shortage of data points or imagery to attach. There are three more one behind to the right and two behind to the left.

    Here is the most notable example

    0
    Comment actions Permalink
  • I can certainly understand the frustration and urgency in getting this problem fixed. I do have a very close eye on it and as soon as the fix is pushed out, I'll be happy to reprocess the data for you. In fact, we can already get things set up to make it faster once the fix has been pushed out.

    Let me know if you're interested. I can reach out via email to get the list of Spaces you would like reprocessed. That may at least save some time.

    Amir

    0
    Comment actions Permalink
  • Hi Amir

    Please advise if the 're-processing' will mean the highlight reel and tour would need to be recreated?

    0
    Comment actions Permalink
  • Thank you!!!

    0
    Comment actions Permalink
  • I'm glad this is being referenced here. I'm not happy as I've just lost a client to this.They were not happy with the end result and I've had to book a new shoot using the conventional methods. Realtors talk, a LOT and I'm sure this is making the rounds as we speak. Not good for business!

    0
    Comment actions Permalink
  • I've been having the same problem like crazy. Reuploading is not a very good solution either since the URL will change on our models that are going live to the MLS.

    Trim lines and fraying. Reuploading is not a good option as many of these tours are live and the burden of redoing the highlight reels, guided tours and snapshots and updating URLs in multiple locations including the MLS is just unprofessional and an unacceptable pain.

    Someone moved some changes from the dev channel to the live platform and we're all getting burned :( It's making me a bit sad.

    0
    Comment actions Permalink
  • Respectfully, I would like to request all of my spaces reprocessed from the past 2 weeks. We've had to upload them many times over to fix trim line issues that would have never been issues and I'm noticing fraying on images too -- never noticed them before.

    0
    Comment actions Permalink
  • We've uploaded about 12 tours since the problem has started and I've been noticing this problem in all tours. I believe that Matterport needs to find a solution to reprocess all tours uploaded since this began WHILE retaining our highlight reels and snapshots if possible.

    The snapshots do contain location/positioning data - which is how they are usable in the highlight reel - therefore, while it might not be an easy thing - I believe it is possible for Matterport to fix this, even at the expense of paying some overtime to some employees and buying them a LOT of late night pizza.

    Mice are running through the Matterport Cloud and nibbling our tours. Here's an example of nibblepalooza -- see window and chair outlines:

    snip-20170421232638.png

    0
    Comment actions Permalink
  • Simon, thank you for posting this excellent example. I'm seeing this all over mine too -- it's horrible.

    0
    Comment actions Permalink
  • Can you give us the matterport link of this space? Btw, what this spot preview on ipad look like?

    0
    Comment actions Permalink
  • Hi, Chris, what this spot preview on your ipad look like? I do suppose matterport needs time to figure out what's up, but I also want to know could it possible to find this thing at capture time.

    0
    Comment actions Permalink
  • What a sad story. I do respect you book a new shoot for the client...

    0
    Comment actions Permalink
  • @matterport-Amir, as I look at another model that I did yesterday and see all the imperfections and the less than acceptable quailty, it makes me think that Matterport has lost site of why I became an MSP to begin with. I try not to listen to everyone saying that Matterport is just in this to sell more cameras and take a small market place of providers and over saturate the market. Now with the lack of rapidness to fix and assist with this issue, I am leaning towards agreeing with the consensus that your whole business model isn't to assist with the providers that have grown your business, but, to make your profits in selling more cameras to people and places that don't care if the quality is acceptable! True statement, if nobody had seen the product 2 weeks ago they wouldn't know the difference if this was good or bad quality. The MSP that has consistent clients and a loyal client base knows the difference and will not stay for an imperfect product. So as some of the other providers that have made commemts to all this and to the ones that just read what is going on, I ask WHAT IS GOING ON!!! When will this be fixed and how much longer will we have to try to explain that Mattterport has a problem and doens't seem to be able to fix it...

    In regards to @chris hickman suggestion as to reprocessing all of ours for the last two weeks, what about going forward? Even if you reprocess our original models, they are of no assistance to us in the future. Example, I have one that a client asked me to add a front 360. I cannot do because the orginal model is TRASH!

    0
    Comment actions Permalink
  • I'm having the same issues and have noticed a drop in quality overall. Not good MP, Please confirm a fix quickly!

    0
    Comment actions Permalink
  • Yes. I know this is a major pain point, but unfortunately, there's no way at this time to hang on to that information when a new Space is processed. I hope one day we will be able to migrate metadata such as the highlight reel and Snapshots, even if it's with a warning that indicates locations may not be spot on.

    I'm really sorry for the inconvenience, Simon.

    Amir

    0
    Comment actions Permalink
  • Chris, please feel free to send me links to all the models you would like me to reprocess. I can have them back in the queue as soon as the fix is out.

    I know this is frustrating and really sorry for the inconvenience.

    Amir

    0
    Comment actions Permalink
  • Hi Betty,

    I understand why it seems like we're not putting as much effort into this fix as possible, but that is not the case. This issue is extremely important to us as is the satisfaction of our customers as well as our customers' customers. Regardless of a business's model, if the quality of their product is not up to snuff the growth potential of that business becomes very limited. This is clearly not our goal. When fixing software is very important to make sure the fix didn't break anything else, therefore, we don't want to rush the QA process just to get one problem corrected and potentially create 3 more. The QA team is working hard to get through all the test for this fix so that we can put it out as soon as possible without introducing any other problems.

    Once the fix is pushed out, we can reprocess models you have already uploaded, and any model data you upload thereafter will also be processed using the fix. You don't have to worry about future updates if you add a 360 to a model in Capture since it will be processed using the new engine as soon as you upload. The original Space you've already processed should not be confused with your model data in Capture.

    I hope that helps and if it makes it easier, I'm happy to reprocess everything in your account going back to 4/1 if you like.

    0
    Comment actions Permalink
  • @Matterport-Amir This is -really- encouraging to hear! Thank you so much for touching bases with us on behalf of Matterport and letting us know what's going on!

    0
    Comment actions Permalink
  • Thanks, Amir! Would it not be better to wait until Matterport have the fix in place? While I have yet to pinpoint the start date -- there is certainly a start date from when this began and I would think that Matterport would need to query the master tour database and batch all of our tours. If that's the plan, I need no special preference.

    0
    Comment actions Permalink
  • I just wanted to clarify this problem is with the processing engine. There's nothing wrong with the scan data in Capture or the scan data in your account for that matter. The problem occurs when the model data is being processed into a Space. Once the fix is out, whether you re-upload the model data from capture or we author a reprocess, the same will fix will be applied and the resulting Space will be without all the fraying you've noticed in recent Spaces.

    Amir

    0
    Comment actions Permalink
  • @betty If I understand correctly, you are not wanting to add a 360 view to an existing tour because you believe that when you reupload it, you will be creating a tour with a compromised 360 view.

    I believe that the data on your iPad was excellent and from what I understand - Matterport has a copy of the submitted data. The data that is 'corrupt' is the processed data. From what @matterport-Amir is saying, Matterport are working on a way to reprocess this data without corruption.

    Therefore, I would recommend that you act on full faith that the problem will be resolved and that anything you do and have done will be fixed. This is how I am choosing to proceed and I am confident that today's problems will be resolved and forgotten :)

    0
    Comment actions Permalink
  • Thank you @Matterport-Amir

    0
    Comment actions Permalink
  • @Matterport-Amir And what about those of us who no longer have the model on our ipads to upload? Once I put it in your hands, I should be confident I can remove them from my ipad, which I have. Now what?!

    0
    Comment actions Permalink
  • This is great news as I no longer have the models available for upload.

    0
    Comment actions Permalink
  • I think a credit to all of us applies as well, don't you?

    0
    Comment actions Permalink
  • @Chris Thank you

    0
    Comment actions Permalink
  • @ Amir, Thank you, I will wait for the final product. I will notify my clients there will be new links coming down the road.

    0
    Comment actions Permalink

Please sign in to leave a comment.