.png)
.png)
.png)
Without an available network, login may not complete, some advanced functions such as 3DGS may not work normally, and logs cannot be uploaded for technical support.
Diagnose Version and Processing Issues with Traceable Evidence
If you encounter an installation, connection, capture, processing, or export issue while using a handheld simultaneous localization and mapping (SLAM) scanner such as the SHARE SLAM S20, SHARE SLAM S20 SE, or SHARE SLAM S100 Series, or SHARE PointClouds Studio software, the problem can affect delivery schedules for renovation surveys, building inspections, as-built surveys, and other projects. This article provides a troubleshooting sequence to follow before contacting support. Start with three actions: preserve the original data without deleting or overwriting it, confirm the device firmware and software versions, and record the conditions that reproduce the issue. Many issues can be isolated through version checks and basic troubleshooting before a support request is submitted. Escalate only when those steps do not resolve the problem. In SHARE PointClouds Studio V2.6, Task Management shows the current reconstruction and queued tasks, while History Tasks lists successful, failed, and canceled tasks; failed or canceled tasks can be retried. For algorithm or reconstruction issues, use Upload Log from the relevant task and provide a problem description and contact details; login is required before upload. Point-cloud results can also display the trajectory, while linked photo locations, photos, and the 3D viewport help identify the location of an anomaly. A continuous trajectory can help locate a problem, but it cannot replace validation with control points or independent check points.
Figure 1: Task Management shows a failed reconstruction task with the available task actions.
Five Items to Prepare Before Contacting Support
Prepare all five items before submitting a support request:
| Item | Required information |
|---|---|
| Device and software versions | Device SN, firmware version, software version, and operating-system version |
| Problem description | Stage where the issue occurs, reproduction steps, and error message |
| Sample data | An anonymized sample file, preferably the smallest reproducible subset |
| Environment information | Workstation configuration, operating system, and network conditions |
| Time | When the issue first occurred and whether it began after an update |
Reproduce the issue with anonymized sample data first, then reduce it to the smallest reproducible dataset. Do not upload complete project data by default.
Troubleshooting Sequence for Six Issue Categories
Apply the first action for the relevant category. Escalate only if it does not resolve the issue:
| Issue category | Common problem | First action |
|---|---|---|
| Installation | Incompatible versions | Check the official software and version information to confirm the version combination |
| Account | Login failure | Check the network connection and account status |
| Connection | Device connection failure | Check cable, Bluetooth, or Wi-Fi status and version compatibility, then restart the device and software |
| Capture | Tracking loss or processing failure | Check the environment against the field-conditions checklist, including glass, strong light, and insufficient features, and preserve the original data |
| Processing | Lag or crash | Check data size, disk space, and memory; close unused clouds and applications, reduce concurrent tasks, and use 2D or 3D cropping to exclude irrelevant areas |
| Export | Format issue | Check the supported-format list, destination path, available disk space, and the exported file before delivery |
Additional checks include reinstalling after adding the installation directory to the security-software allowlist if installation is blocked, and checking device battery level if the connection drops a few seconds after it is established. Each troubleshooting pass should produce a clear conclusion: a field-condition issue, a configuration issue, or a suspected software defect. Use that conclusion to decide whether to submit a ticket.
Targeted Checks for Abnormal Results
Global navigation satellite system (GNSS) fusion uses GNSS Fusion and Trajectory Source; these official interface names are retained below.
| Symptom | What to check | Correct result or boundary |
|---|---|---|
| Two point-cloud batches are misaligned | Whether the reference and moving point clouds were reversed, whether corresponding points actually match, and whether the points are collinear or clustered | Manual corresponding-point registration generates originalname_registered.las without overwriting the source file; merging is not registration |
| The entire point cloud shifts after coordinate transformation | Units, X/Y/Z order, control-point distribution, and parameter source | Use at least three valid control points, or confirmed X/Y/Z translation, rotation, and scale parameters; output originalname_converted.las |
| GNSS Fusion is unavailable or the displayed trajectory contains gaps or jumps | POS format, time period, base and rover data, and coordinate system | Use an external post-processed kinematic (PPK) tool to generate an RTKLIB POS file, select it in SHARE PointClouds Studio only as the Trajectory Source in GNSS Fusion, and review the linked trajectory and photos; trajectory display does not establish accuracy |
| A section includes elements in front of or behind the target | Direction, width, and the selected alternative: Batch Cutting or Custom Interval | Choose either Batch Cutting or Custom Interval, use Preview, and adjust the direction, width, or custom positions before extraction |
| Coordinates look correct, but the result fails acceptance | Whether control points were reused as check points and whether only plan position was checked | Use independent check points for separate 3D and elevation accuracy checks |
| A downstream computer-aided design (CAD) application cannot open the result or content is missing | Whether the deliverable consists of DXF and DWG files in the exported ZIP package, plus version, path, layers, and annotations | CAD drawing export simultaneously generates DXF and DWG files in the exported ZIP package; extract and review them manually. Downstream CAD, building information modeling (BIM), or SketchUp production and format conversion remain professional manual work |
| 3D Gaussian splatting (3DGS) looks clear, but its dimensions are unreliable | Whether visual quality is being used as a substitute for measurement | 3DGS is intended only for photorealistic viewing; use the point cloud for dimensions and accuracy checks |
Applicability, Quality Control, and Update Recommendations
- For large scenes, complex furniture, heavy occlusion, or limited computing resources, validate representative data first, use 2D or 3D cropping for the current task, close unused clouds and applications, and reduce concurrent tasks.
- The recommended environment is Windows 11 64-bit with 64 GB or more memory. Point-cloud mapping is recommended with an NVIDIA RTX 3060 or higher and at least 8 GB of video memory (VRAM); 3DGS is recommended with at least 12 GB of VRAM. Reserve more than 100 GB of storage. When using CUDA, NVIDIA’s parallel computing platform, for point-cloud colorization, also verify the graphics-driver requirements.
- 3DGS is intended for photorealistic viewing and is not a measurement result. CAD candidate linework requires manual correction and review. Coordinates and accuracy must be validated with independent check points.
- Before updating, preserve the complete source data, record the full installed software version and processing parameters, finish active tasks, and validate the new version with representative data before applying it to production work.
Support Escalation Path
Support follows a the official support path:
- Self-service troubleshooting: Follow the version and basic troubleshooting checks in this article. With complete information, many issues can be isolated without escalation.
- Technical support: Submit a ticket with all five required items for analysis by technical support.
- Technical specialist: Escalate complex issues for deeper analysis by a technical specialist.
- R&D or product team: Confirm the defect and evaluate a fix. After validation, the fix is released with a software version. For urgent issues, use the after-sales and technical-support entry on the official website. Response and resolution times are governed by the official service description.
Describe Model-Specific Issues Clearly
In addition to the symptom, include the model and task scenario in the support request. SHARE SLAM S20 and SHARE SLAM S20 SE are commonly used for residential and commercial spaces and renovation verification. SHARE SLAM S100 Series models are commonly evaluated for large spaces, factories, campuses, or longer routes; include the GNSS/PPK conditions and coordinate-check results. For data, include raw-data completeness, the available point-cloud output, and software-version information. For the SHARE3DCAM C10 Series, verify the device, firmware, and SHARE PointClouds Studio V2.6 software combination. The same error can arise from data volume, capture conditions, or version compatibility in different scenarios, so do not submit only “processing failed.” This troubleshooting path applies to the models above and SHARE PointClouds Studio.
Frequently Asked Questions
Q1: What should I prepare before submitting a support ticket? Prepare all five items: device and software versions, a problem description, anonymized sample data, environment information, and the time the issue occurred. Complete information helps support isolate the problem more efficiently.
Q2: What should I do if the device cannot connect to a phone or computer? Check cable, Bluetooth, or Wi-Fi status; confirm device and software version compatibility; check device battery level; then restart the device and software and try again. If the issue remains, submit a ticket with the five required items.
Q3: What should I do if large point clouds lag during processing? First compare the data volume with the workstation configuration. In SHARE PointClouds Studio, use 2D or 3D cropping to remove irrelevant areas, close unused point clouds and applications, and reduce concurrent tasks. If the issue remains, send the data volume, workstation configuration, and reproduction steps to technical support for analysis.
Q4: How quickly will I receive a response? Response and resolution times follow the official service description. Tickets with complete information can be handled more efficiently. Use the official after-sales entry for urgent issues.
Q5: How do I confirm my versions? View the software version on the software About page, and view the firmware version and SN on the device information page. Save screenshots and include them with the ticket.
