Troubleshooting

Quick solutions for common PortalCam issues.

Power Issues

PortalCam Won't Turn On

Symptoms: No response when pressing power button

Solutions:

1. Check battery — Is it inserted correctly?
2. Charge battery — May be completely drained
3. Try different battery — If you have a spare
4. Hard reset — Hold power button for 15 seconds

Battery Drains Quickly

Expected: 60 minutes continuous scanning

If less than 45 minutes:

1. Check battery health in the app
2. Ensure you're using the included charger
3. Avoid extreme temperatures
4. Contact support if battery is defective

Won't Charge

1. Try a different USB-C cable
2. Use the included power adapter
3. Check for debris in the USB port
4. Ensure ambient temperature is between 0-40°C

Connectivity Issues

App Won't Connect

Solutions:

1. Toggle Bluetooth — Off and on again
2. Restart PortalCam — Power cycle the device
3. Restart app — Force close and reopen
4. Forget and re-pair — In your phone's Bluetooth settings

Connection Drops During Scan

1. Stay within 10 meters of your phone
2. Minimize obstacles between devices
3. Close other Bluetooth-connected apps
4. Ensure phone isn't in low-power mode

Scanning Issues

Scan Won't Start

Check:

• Battery level (at least 20%)
• Free storage space (in app)
• Bluetooth connection status
• LiDAR sensor isn't blocked

Poor Quality Results

"Tracking Lost" Error

The camera has lost its position reference:

1. Don't panic — Return to a previously scanned area
2. Move slowly — Until tracking recovers
3. If persistent — Stop and restart from the last good area

Upload Issues

Upload Fails

1. Check internet connection
2. Ensure you have an active Splat Labs subscription
3. Try WiFi instead of cellular
4. Check available storage on Splat Labs

Processing Takes Too Long

Normal times:

• Small scan: 2-5 minutes
• Medium scan: 5-15 minutes
• Large scan: 15-30 minutes

If exceeding 1 hour:

1. Check your email for error notifications
2. Try uploading again
3. Contact support with scan details

Hardware Issues

Lens is Dirty

Cleaning:

1. Use the included microfiber cloth
2. Gently wipe in circular motion
3. For stubborn spots, slightly dampen the cloth

Overheating Warning

The device may get warm during extended use:

1. Normal: Slightly warm after 30+ minutes
2. Warning: If the app shows a temperature warning, stop and let it cool
3. Avoid: Scanning in direct sunlight or extreme heat

Error Codes

Still Need Help?

• Email: support@splatlabs.ai
• Include: Device serial number, error codes, description of issue
• Attach: Screenshots of any error messages