Answered

MP app unable to support large offline models

The key business scenario of the MP app is to be able to download a bunch of models from the cloud and demo them on the iPad even in absence of an internet connection. What I noticed though, is that models that are 100+ scans, will work for a bit and then go completely blank.

This is a pretty unfortunate bug, as it defeats the purpose of the app of being a great (and reliable) sales support tool.

Is there any plan to fix this issue? Thanks!

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Comments

25 comments
  • Hi @paolo! Thanks for highlighting! Yes, this is something we're aware of on this end, and are working really hard to fix. I can't speak directly to the issue, but I'm asking the PM in charge of the iOS Showcase app to provide an update on this thread ASAP.

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  • Yes, I am having this issue as well.

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  • How large are the models that are not working?

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  • 200-300 scans

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  • I'm going to check some on my iPad right now. thanks (200-300 scans)

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  • I have deleted the capture apps for my 3 largest models to-date but they are probably only approaching 250 or so. I do have 2 very large jobs coming up so I'll definitely want to follow this thread for updates.

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  • Essentially the last update broke the large model support in iPad. I logged a bug on 9/28 and have received very few updates from support since then. I have had to email support every week just to receive a cryptic updates a week after my email. Support hasn't been forthcoming with any usable information. I would gladly roll back the app since whatever "fixes" they implemented in the update broke this feature. The app is basically usesless now for my company because of this. If we could get an honest update from support it would be appreciated.

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  • Thank you @paolo and @bradlybruner for highlighting! At this point in time, our product team is working hard on addressing the issue. While we hope to have something before the holidays we cannot guarantee when the fix will roll out. Supporting larger models is something that Matterport continues to investigate as we see more and more large models created by our customers!

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  • @Matterport-Sibyl You had a fix in place, it was the previous build of the app. Your latest build broke support for larger models. Saying you're continuing to investigate large model support is sort of pointless since you had it working months ago with the previous build. Version 1.3 worked perfectly. I was on iOS 10 and 1.3 with no compatibility issues on an iPad Air 2. I honestly wish you all would roll back the app. In Version 1.3.1, the release notes on the app store say, "Fixes an iOS10 compatibility issue where downloaded models wouldn't load." This was a lie. Have you had a chance to reach out to the PM of the app to get a status update? You're coming up on three months since breaking the app, it would be nice to know when you're going to fix it.

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  • I'm sure you're really frustrated but attacking the messenger doesn't solve the problem either.

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  • True, however, lack of clear updates from the support dept. or the"messenger" is not very kind of them either.

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  • Hi there @bradlybruner. Totally understand the frustration, maybe this helps:

    - Regarding the "iOS10 compatibility issue where downloaded models wouldn't load", that was actually a separate issue where models of any size sometimes had trouble loading in iOS. That one was fixed and the app re-released.

    - In terms of supporting larger models, you're right, we do need to fix this. As mentioned above, we're working on it, but that doesn't ease the immediate challenges you and other users are facing. Fair criticism, and I can tell you that we are working on it. To your question, yes, @Matterport-Sibyl's comment was written after speaking directly with the PM involved.

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  • @Matterport-Scott

    -Fair enough. I'm just surprised that your QA testing didn't find any issues with larger model support before you decided to release this through the app store. I was insinuating that whatever fix you implemented for some models not loading broke support for larger models.

    -What's troubling most of all was that you had this working months ago. Even with the latest iOS loaded, it wasn't even specifically coded in any of your release notes, your models just worked.

    @Matterport-Sibyl comment was the cryptic message that I have received each time I've been able to get a response from your support team. It's frustrating and even demeaning. I understand that my message seemed to lash out at her and was little "trollish." I apologize for that, I'm sure she's a nice person and that she's just trying to do her job. However, the lack of info provided by her response just felt like she was trying to hit a response quota that she needs to meet each day for her job. Also, the minuscule amount of communication from your support department is uncalled for. I have never received an actual email from support. Only after sending one or two messages would I receive a response. I've sent 2 emails since 11/2 (the last time I received a response from support) trying to get an update and still haven't received anything. Do you see how everything is adding up?

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  • @Matterport-Scott

    -Fair enough. I'm just surprised that your QA testing didn't find any issues with larger model support before you decided to release this through the app store. I was insinuating that whatever fix you implemented for some models not loading broke support for larger models.

    -What's troubling most of all was that you had this working months ago. Even with the latest iOS loaded, it wasn't even specifically coded in any of your release notes, your models just worked. @Matterport-Sibyl's comment was the cryptic message that I have received each time I've been able to get a response from your support team. It's frustrating and even demeaning. I understand that my message seemed to lash out at her and was little "trollish." I apologize for that, I'm sure she's a nice person and that she's just trying to do her job. However, the lack of info provided by her response just felt like she was trying to hit a response quota that she needs to meet each day for her job. Also, the minuscule amount of communication from your support department is uncalled for. I have never received an actual email from support. Only after sending one or two messages would I receive a response. I've sent 2 emails since 11/2 (the last time I received a response from support) trying to get an update and still haven't received anything. Do you see how everything is adding up?

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  • Hi @bradlybruner, don't sweat it. I understand your frustration. I did not mean to be cryptic. The funny thing is anyone that knows me, knows me to be super open and transparent. Sometimes it's not always easy relying timelines to the public. On one hand, our product team is working super hard to deliver fixes and updates to help our customers and on the other hand, we have to be careful not to promise a date that might get pushed if there's still fine-tuning required to ensure product quality (or in this case, a fix works and actually genuinely addresses the problem). I can assure you, there's no response quota. My goal will always be to give you the most honest and direct answer possible. In my earlier post, the most direct message from our PM is just that the fix should hopefully be out before the holidays. I can assure you they are working hard to make this happen. Thanks again for taking time to share your thoughts and input.

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  • Hi @bradlybruner, don't sweat it. I understand your frustration. I did not mean to be cryptic. The funny thing is anyone that knows me, knows me to be super open and transparent. Sometimes it's not always easy relying the timelines to the public. On one hand, our product team is working super hard to deliver fixes and updates to help our customers and on the other hand, we have to be careful not to promise a date that might get pushed if there's still fine-tuning required to ensure product quality (or in this case, a fix works and actually genuinely addresses the problem). I can assure you, there's no response quota. My goal will always be to give you the most honest and direct answer possible. In my earlier post, the most direct message from our PM is just that the fix should hopefully be out before the holidays. I can assure you they are working hard to make this happen. Thanks again for taking time to share your thoughts and input.

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  • @Matterport-Sibyl

    I get where you're coming from. I'm just very disappointed overall with the quality/amount of communication (truly the lack there-of) I've received from Support on this issue. Sadly enough, I've received more information today complaining in this public forum then I have via email with your Support since 9/28 whenever I originally logged this issue. I don't like to call people out on their duties. I know everyone is super busy and trying to reach a certain level of quality acceptance. It's the staff that I have to support in my organization using the app that truly have been letdown the most.

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  • Im also experiencing this issue with models over 100 scans. Very frustrating as client has to give a presentation in two countries this week and their model is now just a white screen.

    May I suggest reverting the iPad app back to the previous version until your guys have figured out a fix for this issue? At least that will be a work around. I may also suggest not releasing the updated version of apps until thorough beta testing has been done.

    Matterport support seem to just ignore any support requests relating to this issue.

    Not good.

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  • @mail The only workaround at this point is to not rely on the app and view the model through your browser over WIFI. It's not a great workaround, however, since support have been dragging their feet with fixing this issue, this will be your only option. I've had requests for them to roll back the app, however, those get no response. .

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  • what version does not work? I recently downloaded the releaseThe firmware (v1.1.423.14201.xxx) . not yet scanned more than 100 scans

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  • @akankurmangazy It's not the Matterport Capture app that is affected, it's the Matterport 3D Showcase app where you can't view the files.

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  • Hi @bradlybruner, a new version is 3D Showcase for iOS was just released - 1.3.3. Please try updating to see if this works to solve the white screen problem you were experiencing.

    Thanks,

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  • @Matterport-Amir I just updated the app on an iPad Air 2, iOS 10.2, and am once again able to view the previously saved models. The issue with the model freezing/going to a blank white screen still exists, though. I can't determine the rhyme or reason as to why this happens. What I do tend to notice is if I am in a high scan count model for a longer period, the likelihood of the app/model going to a white screen increases. I will count this update as progress forward since we are now once again able to view the high scan count models that have been downloaded to the iPad and I can't trigger the white screen issue enough to generate a reason as to why it happens. I was able to view a large 200+ scan model for fifteen minutes but was on a sub-200 scan count model for less than two minutes and it went to a white screen.

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  • @Matterport-Amir I just updated the app on an iPad Air 2, iOS 10.2, and am once again able to view the previously saved models. The issue with the model freezing/going to a blank white screen still exists, though. I can't determine the rhyme or reason as to why this happens. What I do tend to notice is if I am in a high scan count model for a longer period, the likelihood of the app/model going to a white screen increases. I will count this update as progress forward since we are now once again able to view the high scan count models that have been downloaded to the iPad and I can't trigger the white screen issue enough to generate a reason as to why it happens. I was able to view a large 200+ scan model for fifteen minutes but was on a sub-200 scan count model for less than two minutes and it went to a white screen.

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  • I'm glad to hear there's progress and thanks very much for the feedback. I'll relay this to the team to see if they can continue to work at it until the white screen is no more.

    Thanks again,

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