Frequently Asked Questions

Find answers before your first capture, during processing, or while reviewing a site. Input types, outputs, downloads, and integrations depend on your workspace’s enabled features and plan.

For a walkthrough of the interface, start with the Help Center. For integration examples, use the Public API reference.

Getting started

What can I do with Preimage?

Preimage turns site captures into browser-based records you can explore, compare, measure, and annotate. Depending on your input and selected outputs, these can include 360° virtual tours, point clouds, immersive Gaussian Splat scenes, floorplans, CAD/BIM outputs, and drone maps.

Choose outputs for the job you need to do: a virtual tour for remote inspection, a point cloud for inspecting geometry, or CAD/BIM deliverables for a design workflow. Each output has its own processing status.

What’s the difference between a workspace, project, and scan?

A workspace groups your team, access permissions, and projects. A project organizes a site and its captures. A scan records a capture with its date, description, input files, and generated outputs.

For repeat visits, add scans to the existing project and enter the actual capture date. This makes the site’s history easier to navigate and compare.

Do I need to install software to review a site?

You can review processed scans in the web viewer. The mobile app supports capture and recording management with supported cameras. You do not need to install a desktop CAD application just to explore a virtual tour or point cloud in Preimage.

For large models or several comparison views, a desktop browser with a capable graphics device is usually the more practical choice.

Why can’t I see an input type, output, or tool shown in the documentation?

Check that you’re in the correct workspace and scan. Availability can depend on workspace settings, your role, your plan, and whether that output has been requested and completed. Some options are available only for particular input types.

Ask your workspace admin about access. If an expected option is still missing, contact support with the workspace name and scan link.

Cameras and site capture

Which camera should I use? Can I scan with my phone?

Supported cameras are Insta360 X3, X4, X5, and ONE RS. Use original supported INSV recordings or complete stitched 360° MP4s. The Preimage Android app connects to these cameras and controls recording from your phone.

Use the phone to control the camera and manage recordings. Regular phone videos, other camera brands, and reframed perspective exports are outside this supported 360° capture workflow. Test your recording mode and retain the original files.

Do I need internet access while recording?

You can record with the mobile app and a supported camera without internet access, then upload later. Keep sufficient battery and storage on the camera and phone, and retain your original recordings until the upload and outputs have been checked.

Internet access is required to upload data for cloud processing. See Connecting Your Camera and Recording.

How should I walk through a site for a useful reconstruction?

Keep the camera steady, the lenses clean, and your pace slow and consistent. Cover connecting routes between rooms as well as the rooms themselves. Take care at doorways, turns, and transitions between bright and dark areas; abrupt movement and motion blur make these harder to reconstruct.

Use adequate lighting and overlapping coverage. Revisit recognizable areas where practical so the capture has connected routes. See Capturing Your First 3D Space.

What kinds of areas are difficult to capture?

Dark rooms, blank or repetitive surfaces, glass, mirrors, moving crowds, and areas hidden behind equipment can produce gaps or uncertain geometry. A reconstruction can only use what the camera actually sees.

Improve lighting, capture important surfaces from several positions, and revisit missed areas before leaving. A file passing upload validation does not guarantee that every part of the site can be reconstructed.

Can I use several recordings or capture multiple floors?

The video uploader supports multiple files in one scan, subject to its file limit. Include the original files required for each recording, including both parts of a paired INSV capture.

For a multi-storey building, organize captures by floor and capture date so each scan can be associated with the correct reference. Decide how large or disconnected areas should be split before a substantial survey; support can help plan that workflow.

Can I create a walkthrough from individual 360° photos?

Use 360° video for the standard walkthrough workflow. The image-upload workflow is intended for drone photo sets; JPEG acceptance alone does not establish support for a set of still panoramas.

If you already have only 360° photos, send support a representative sample and describe the outputs you need before planning further capture around that workflow.

What should I prepare for drone mapping?

Use sharp, overlapping photographs with their original EXIF metadata. The image uploader is intended for a single camera model per scan. Include suitable oblique coverage when vertical surfaces matter, rather than relying only on downward-facing images.

For a georeferenced deliverable, establish the coordinate system, units, and control requirements before capture. Tell Preimage if the job requires surveyed ground control or independent checkpoints. See Drone Capture for Large Sites.

Uploads and processing

Which file formats can I upload?

The standard browser scan uploader accepts the following file types where that input is enabled:

Input	Accepted files	Preparation
360° video	`.mp4`, `.insv`	MP4s must be stitched 360° panoramas with a 2:1 width-to-height ratio. Keep required INSV pairs together.
Drone photographs	`.jpg`, `.jpeg`	Preserve EXIF metadata and use one camera model per scan.
Point clouds	`.ply`, `.las`, `.laz`, `.e57`, `.pts`, `.xyz`	Check coordinates, units, and color information before upload.

Floorplans and supporting documents use separate upload controls. Their accepted formats differ from the scan inputs above. Changing a filename extension does not convert a file.

What are the file-count limits for one scan?

The current browser scan uploader allows up to 5 video files, 2,000 drone photographs, or 5 point cloud files per scan. A paired INSV recording uses two file slots. Supporting-file uploads have separate limits.

Follow any restrictions shown in your uploader. If your dataset exceeds them, ask support how to split or submit it while preserving the connections and references needed for processing.

Why is my MP4 or INSV rejected?

For MP4, check that you exported a complete, stitched 360° equirectangular video at 2:1, rather than a cropped, reframed, or ordinary perspective video.

For INSV, some recording modes produce separate front- and back-camera files; upload both. Other supported recordings contain the complete panorama or both views in one file. Timelapse uploads require supported INSV recordings.

Keep the original files intact. If validation still fails, send support the camera model, recording mode, filenames, and exact error message.

What do I need to check before uploading a point cloud?

Confirm the coordinate system and units, and include RGB colors where available. Large geographic coordinates, latitude/longitude values, and incorrectly interpreted units can make a cloud appear misplaced or incorrectly scaled. PTS and XYZ files also need a supported text layout.

An accepted extension is a format check, not confirmation that the cloud is suitable for every output. For an unfamiliar scanner export, validate a sample before submitting the full dataset.

How long will processing take, and can I close the browser?

Automated outputs are delivered within 3 hours after upload is complete. These include point clouds, Gaussian Splats, virtual tours, automated BIM, and automated progress outputs. Service outputs take 1–2 days on average. Confirm the scope of a service deliverable when requesting it.

Wait until the upload has completed and the app confirms submission before closing the browser. After cloud processing has started, you can return later to check its progress. Requested outputs may finish at different times.

My scan is queued, stuck, or failed. What should I do?

First check whether uploading has finished or the scan is already processing. Confirm your connection for an unfinished upload, then reopen the scan to check its current status. Read the error on the affected output; one failed output does not necessarily mean every output failed.

If the state remains unchanged or processing fails, send support the scan link and error details. Avoid repeatedly creating duplicate scans while the original job is being investigated.

Accuracy, scale, and alignment

How accurate are measurements?

Preimage provides 2–3 cm measurement accuracy with suitable capture quality, scale, and calibration. Coverage, image quality, and alignment still matter when checking an individual measurement.

Check the scan against independently measured distances, ideally in several parts of the site. If you have a required tolerance, agree the capture method and validation procedure with Preimage before the survey.

What is a reference measurement, and when should I add one?

A reference measurement records a known real-world distance for scaling and calibration. Use clearly identifiable endpoints and an independently measured distance; estimating it from the same reconstruction does not provide an independent check.

In the viewer, use Measurements → Reference, enter the known distance, and save it. Check the resulting scale before relying on other dimensions. See Taking Measurements.

Do I need GPS, a floorplan, or an earlier scan?

Choose a reference when the new scan needs to register to existing project data. Scan setup supports alignment using an available previous scan, floorplan, BIM model, or uploaded GPX track. A floorplan reference also asks for the capture’s starting position.

A local site record and a deliverable tied to surveyed real-world coordinates have different requirements. GPS alone does not validate the dimensions or alignment of a reconstruction.

Does automatic alignment mean I can skip checking the result?

Check it before comparing dates, taking critical dimensions, or reporting a design difference. Look at recognizable walls, corners, and openings in several areas. Confirm the floor, scale, orientation, and reference drawing revision.

If two views do not agree, investigate alignment first. A registration offset can look like a construction deviation. Report the affected scan and reference to support if the alignment needs correction.

Can 360° capture replace a laser survey?

Choose the capture method around the required detail and tolerance. 360° video is useful for frequent visual documentation and remote review; laser scanning can be appropriate when the job needs tighter geometric control or detailed survey data.

Preimage accepts supported point cloud uploads, so existing scanner data can also be part of a workflow. Confirm the expected accuracy, coverage, and deliverables before choosing a method.

Viewing, measurements, and progress

What’s the difference between a virtual tour, point cloud, and Gaussian Splat?

Output	Useful for
Virtual tour	Reviewing captured 360° imagery from positions along the site walkthrough.
Point cloud	Inspecting reconstructed or uploaded 3D points, geometry, sections, and supported measurements.
Gaussian Splat / immersive tour	Exploring a continuous, photorealistic representation of the captured space.

A convincing visual appearance does not establish geometric accuracy. Use appropriately scaled and validated geometric data for measurement and CAD decisions. See Preimage’s Gaussian Splatting overview.

How do I compare the same area across different dates?

Open Views / Compare Mode, add another view, and choose the capture date in each pane. Select the relevant output from Layers. Navigation is synchronized so you can inspect corresponding locations together.

The viewer supports up to four views on desktop and two on phone/tablet layouts. Reliable comparison still depends on the scans being aligned. See Using Compare Mode.

Which measurements can I take, and are they saved automatically?

Available tools include Line, Area, Angle, Height Profile, and Reference. Their usefulness depends on the output and geometry available in the active view.

New measurements are initially unsaved. Review the details in the Info Panel and use Save to retain them. Saved measurements appear in Layers, where you can locate them, change visibility, and switch between meters and feet.

How do I inspect a cross-section or an elevation profile?

Enable Point Cloud in Layers, then use its Crop control to isolate a region. Move, rotate, and resize the crop box to inspect the section you need.

Use Height Profile from the measurement tools to inspect elevation changes along a selected section. See Taking Measurements for the controls and interpretation.

Does Preimage automatically find every defect or calculate completed work?

You can compare dates, review captured conditions against a drawing or BIM model, and record observations as annotations. Those review tools do not establish that every defect has been detected or that every scheduled task is complete.

Where progress analytics or specialist reports are enabled, review their coverage and results for your project. Confirm required classifications, quantities, and report outputs with Preimage. See Construction Progress Tracking.

Floorplans, CAD, BIM, and integrations

Can I upload a PDF floorplan? What about DWG or DXF?

The floorplan uploader accepts images, PDFs, DWG, and DXF files. PDF upload uses the first page as the floorplan image. If the required drawing is on another page, prepare that page as a separate file first.

Use the correct floor and drawing revision, and establish the plan’s real-world scale. Workspace admin permissions are required for floorplan administration actions.

Is uploading a floorplan the same as generating an as-built drawing?

An uploaded floorplan is a reference for alignment, navigation, and comparison. It does not become an as-built drawing just because a scan is placed over it.

A generated floorplan or CAD output is a separate deliverable that must be selected and processed. Review its geometry, coverage, and dimensions against the capture before using it for design or documentation.

Can I use the outputs in Revit or AutoCAD? Is native RVT export included?

Check the completed scan’s downloads for the deliverables actually generated. IFC is the standard BIM exchange output in the CAD workflow; CAD drawing deliverables depend on the selected output and settings. Use your target application’s supported import or linking workflow.

Viewing an existing Revit model through the Autodesk integration is separate from generating a native RVT file. Do not assume that an RVT export, a particular level of detail, or a fully detailed Revit model is included; agree those requirements with Preimage before processing.

Are generated CAD/BIM models ready for detailed design or construction?

Generated models are derived from the available capture and selected settings. CAD and schematic floorplan options may be labeled Alpha in scan setup. Review missing or occluded elements, openings, dimensions, and classifications before using a deliverable downstream.

If you need a defined level of detail, specific element types, or a checked drawing package, agree the scope and acceptance criteria for that deliverable.

What does the Autodesk integration let me do?

For workspaces with Autodesk integration enabled, you can load accessible design models for review alongside captured site data. The supported workflow includes Autodesk model selection and scan/model comparison; available models depend on your Autodesk access and setup.

Confirm that the model is aligned to the capture before assessing differences. See Autodesk Integration and BIM & Floorplan Comparison.

Can I integrate Preimage with another system?

Preimage provides GraphQL and REST APIs. GraphQL uses a workspace API key in the x-api-key header to query project, scan, output, and annotation data. REST v2 uses a bearer token in the Authorization header for resource-based workflows. Contact Preimage to arrange REST access. API access depends on your plan, permissions, and workspace setup.

Start with the API overview, GraphQL reference, or REST Swagger reference. For a named third-party integration or custom automation, confirm the required workflow with Preimage rather than assuming that a direct connector is available.

Collaboration and privacy

How do I record an issue and assign it to someone?

Create an Annotation at the relevant location in the viewer. Add a description, assignees, watchers, tags, status, and supporting attachments, then save it. Update the status as the issue is reviewed or resolved.

Use the Annotations Notes page to search and filter observations across the workspace. See Creating and Managing Annotations.

Can I give someone view-only access or send a link to a location?

Workspace roles control what team members can do. A Reader is intended for viewing; users who need to create or edit data need the appropriate role. Your workspace admin can manage invitations and permissions.

The viewer also provides location/hotspot sharing controls. A link and permission to access its contents are separate: check the intended sharing mode and recipient access before distributing it. See Managing Team Members and Roles.

Does Preimage blur people automatically?

Scan setup includes an Anonymization option that blurs people detected in processed imagery when enabled. Check the setting for your scan and review the processed result before sharing sensitive footage.

Do not assume it removes every face, license plate, name, document, or other identifying detail, or that it changes your original recording. The pricing page lists face blurring among the available features.

Confirm the storage and processing arrangements that apply to your workspace with Preimage. For regional hosting requirements, request confirmation of storage and processing locations, including backup and transfer arrangements.

For a security review, request the relevant privacy documentation and contractual terms, and describe any retention, deletion, or on-premises requirements. These need an explicit agreement. See the Privacy Policies and Legal Notices.

Plans, downloads, and getting help

How much does it cost, and what does my plan include?

New users receive 10,000 free credits to try Preimage. Use the current pricing page and your workspace’s payment information for plan details. Plans differ in features such as team access, hosting, downloads, API access, and integrations.

For recurring scans, large drone datasets, or custom deliverables, confirm the scope and any additional processing charges before submitting the work. Your order or enterprise agreement defines the purchased service.

How long are my scans hosted? Can I use them offline?

Hosting duration and offline-export availability depend on your plan or agreement. Check those terms before treating Preimage as a long-term archive or planning an offline handover.

Download the deliverables you are entitled to retain and keep your original capture files. A browser viewer link is different from an offline package. See pricing and plan features.

Why can’t I download an output, or why has a download link stopped working?

Check that the output completed successfully, that you have access to the scan, and that downloads are included for your workspace. A visible output is not necessarily an available download in every plan.

Download links can expire. Reopen the scan and request a fresh download from the app. If it still fails, send support the scan link, output type, and error message.

Can I request custom AI classes, reports, or deployment arrangements?

The Enterprise plan lists customization options including AI training and report formats. Describe the classes or outputs you need, provide representative data, and agree the delivery and validation scope with the team.

Deployment arrangements and specialist integrations need separate confirmation; they should not be assumed to be included in a standard scan purchase.

What should I send support so the issue can be investigated?

Email support@preimage.ai. Expect a response within 24 hours on weekdays. Include:

Your workspace and project name, plus the scan link.
What you expected and what happened, including the exact error and approximate time.
The affected input or output type, camera model and recording mode where relevant, and filenames.
Your browser/device and a screenshot or short recording of the issue.

For scale or alignment problems, include the reference used and an independently measured check distance. Keep API keys, passwords, and other credentials out of screenshots and messages.