Troubleshooting Upload Issues
Start by checking whether the files are still uploading or the scan has already been submitted for processing. The next step depends on that distinction.
The upload will not start or stops progressing
- Check your connection and keep the upload session open.
- Confirm that you selected the correct input type and that the files are readable locally.
- Check the file-count limit shown by the uploader.
- Record the error before retrying. If a scan already exists, reopen it to check its status before creating another one.
A file is rejected
| Input | Check |
|---|---|
| 360° MP4 | The video must be a complete stitched 360° panorama at 2:1, without cropping or reframing. |
| INSV | Include both original files for paired recordings. Timelapse capture requires a supported INSV recording. |
| Drone photos | Use JPEG files with original EXIF metadata and one camera model per scan. |
| Point cloud | Use a supported format and check the coordinate system, units, and file structure. |
See the supported formats and file limits. Renaming an extension does not convert the contents of a file.
The upload finished but an output failed
This is a processing issue. Check the affected output and follow Troubleshooting Processing Errors. Missing GPS alone does not explain every processing failure.
Ask for help
Send support@preimage.ai the scan link, exact error, filenames, file types, and camera model or scanner export details. Retain the originals for investigation.