PIX4Dcatch Basic Troubleshooting - Start here


Welcome to the PIX4Dcatch troubleshooting section. This has been created to help solve common issues encountered fast and efficiently. There are several suggestions to follow initially when experiencing unexpected behaviors using PIX4Dcatch. If an issue persists beyond these steps, opening a support ticket or seeking help in the community would be the next step.

Is PIX4Dcatch up to date?

It is important to have the latest version of PIX4Dcatch installed on the mobile device. This will be the first thing to check. If running an older version, please update and try again.

The release notes can inform of the latest version available:

Technical release notes (iOS) - PIX4Dcatch

Technical release notes (Android) - PIX4Dcatch

How to verify the PIX4Dcatch version installed

  1. Open the PIX4Dcatch App. Pix4Dcatch_logo.jpg
  2. Select the Account options icon in the upper right corner of the screen. PIX4Dcatch_account_options.png
  3. The PIX4Dcatch app version will be displayed at the bottom of the screen.

How to update the PIX4Dcatch app on iOS

Apps can be updated automatically or manually. To update the app manually:

  1. Open the App Store.
  2. Tap your profile icon at the top of the screen.
  3. Scroll to see pending updates and release notes.
  4. Tap Update next to the PIX4Dcatch app.

How to update the PIX4Dcatch app on Android

To update an app on Android:

  1. Open the Google Play Store app.
  2. At the top right, tap the profile icon.
  3. Tap Manage apps & device. Apps with an update available are labeled "Update available."
  4. Tap Update for the PIX4Dcatch app.

Is there a stable Internet Connection?    wifi_signal.png

Does the device have a reliable internet connection? While it is possible to capture projects without internet or cellular reception, there are several tasks where an internet connection is required. Uploading, geolocating, and connecting to the viDoc RTK rover all require an internet connection. The app can appear frozen in cases where reception drops in and out. e.g. when uploading to PIX4Dcloud and reception fails.

Without a connection to geolocate the images, projects will appear off of the coast of Africa at what is referred to as "Null Island." This is a common occurrence from wifi-only devices that are not/have lost connection.

Soft Reset

We have found in some cases, a soft reset of the mobile device can clear certain issues. A soft reset is a restart of the device. This action closes applications and clears any data in the random access memory (RAM). Unsaved data in current use may be lost, but data stored on the drive, applications, and settings are not affected.

How to perform a soft reset on iOS:

  1. Press and quickly release the Volume up button.
  2. Press and quickly release the Volume down button.
  3. Press and hold the Side button until you see the Apple logo.

How to perform a soft reset on Android:

  1. With the help of a power button, switch off the device.
  2. Wait for ~10 seconds after the screen turns black.
  3. Press the power button again to switch back on the mobile device.
Important: Deleting the PIX4Dcatch app removes all saved data from the phone/tablet. All PIX4Dcatch files will be permanently deleted. Always export and save important project data as a best practice.

What next??

Should the issue persist, continue to our more specific troubleshooting articles. If the issue is not covered, it will be best to gather supporting data surrounding the issue and contact Technical Support (valid license holders with S&U) and/or the Community (free to all) to address the issue.

For more information: Presenting PIX4Dcatch issues to Technical Support / the Community - Best Practices.

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