Troubleshooting Processing Errors

Check the scan and the affected output before uploading another copy of the same dataset.

Identify the stage

What you see	What to do
Upload incomplete	Check the connection and upload session. Use Troubleshooting Upload Issues.
Queued or processing	Check each output’s status. Automated outputs are delivered within 3 hours after upload; service outputs take 1–2 days on average.
Output failed	Record the exact error and affected output. Preserve the scan and contact support for investigation.
Output completed but looks wrong	Check visibility, scale, alignment, and coverage. See Improving Model Quality.

A failed output does not necessarily mean the other outputs failed. Avoid deleting the scan or repeatedly re-uploading while the original request is being investigated.

Information to include

Email support@preimage.ai with the workspace, scan link, affected output, time of the error, and a screenshot. Include camera model, recording mode, or point cloud format where relevant.

If an automated output exceeds its delivery window, contact support with the same details. For a service output, refer to the scope and timing agreed for that request.