Capture Errors

Overview

If you experience a problem with your 360 video (a capture error), where the OpenSpace Vision Engine is unable to determine where your 360 video took place, the problem is usually caused by one of the following reasons:

• The drawing does not accurately reflect the real world.
• The camera lens was blocked.
• The person capturing selected the wrong drawing for their walk.
• The capture is classified as a test.

When one of these issues happens and the capture footage is discernible, OpenSpace publishes a "best guess" and places a capture error notification on your project.

How to fix a capture error

1. If you click SHOW CAPTURES WITH CAPTURE ERROR, the capture list sidebar will collapse to only show the capture(s) with an error.
2. Click REVIEW CAPTURE on the capture you need to review. You will also notice a capture error banner at the top of the screen.

3. Select contact us on the capture error banner. 

4. The Support chat bubble will pop up in the lower right corner so you can chat with a representative to fix the error(s).

FAQ

What is needed to fix a capture error?

What you’ll need will depend on the extent of the error, but when you contact Support we may ask for the following:

• The capture share link

• A markup of the walk path
• The correct sheet name (if applicable)
• The correct project (if applicable)

What if my capture has poor stitching?

If you notice poor stitching on any of your captures, please contact OpenSpace Support. Our team can assist with fixing any stitching errors and help provide the steps necessary to prevent stitching errors on any subsequent captures.

Do capture corrections involve additional charges?

In most cases, standard capture corrections are included in our Support service. However, requests that are deemed excessive or qualify as a data migration may incur additional costs.  

• “Excessive” is defined as any task that requires more than an hour of dedicated resources. 
• “Data migration” is defined as the process of transferring project data—such as images and videos—from one OpenSpace sheet, project, or organization to another. This process is typically performed to support account restructuring, project consolidation, or splitting in order to preserve historical documentation across environments.
   

If you have any additional questions please reach out to the OpenSpace Support team at support@openspace.ai.