If your capture isn’t processing or appears to be stuck, there are a few steps you can take to troubleshoot and get things moving again.
If you've tried all the solutions below and your capture still won't process, this typically indicates that the capture data has been corrupted and cannot be recovered. Unfortunately, in these cases, the original capture data is lost, and you will need to create a new capture
Check Your Internet Connection
If you created your capture in Object Mode, it needs to be uploaded to the cloud before processing can complete.
- Verify you have a stable internet connection (Wi-Fi recommended)
- Check your signal strength if using cellular data
- Try moving to an area with better connectivity
- Consider temporarily disabling VPN services that might interfere with upload speeds.
Verify Device Resources
Low battery levels can cause performance issues when uploading or processing scans.
We recommend that you make sure your device has at least 20% battery or is plugged into a charger before processing your capture.
Additionally, make sure that your phone has enough of the following:
- Available storage: Free up space if your device storage is nearly full
- Memory usage: Close other memory-intensive applications running in the background
- Device temperature: Allow your device to cool down if it feels unusually warm
Duplicating the Capture
Duplication creates a fresh copy while preserving the original capture data. This effectively restarts the processing workflow and can bypass corruption that may have occurred during the initial upload or processing attempt. The duplicated version uses the same underlying data that was created before any corruption, giving you another chance to successfully process the capture without having to redo your work.
1. Navigate to your Library
2. Locate the problematic capture
3. Tap the three dots (•••) menu next to the capture
4. Select Duplicate
5. Attempt to process the duplicated version