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Troubleshooting - PIX4Dcatch 

This article provides basic troubleshooting for the most frequent issues encountered by users. The following solutions are recommended when experiencing unexpected behaviors using PIX4Dcatch.

 

IN THIS ARTICLE

Is PIX4Dcatch up to date?
How to update the PIX4Dcatch app
Is the Internet Connection stable?
Soft Reset
       How to perform a soft reset
Next Steps

Is PIX4Dcatch up to date?

It is always recommended to use the latest version of Pix4Dcatch on the device. If running an older version, please upgrade to the latest version and try again.

To check the application version, follow the next steps:

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

Note: Please check the technical release notes for iOS.

How to update the PIX4Dcatch app

PIX4Dcatch can be updated automatically or manually. 

To update the application manually:

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

Is the Internet Connection stable? 

While it is possible to capture projects without an internet connection or device reception, a stable internet connection is required for several key tasks, including uploading, geolocating, and connecting to the RTK rover. If the device reception drops, the application may freeze during processes such as uploading.

Soft Reset

In certain situations, a soft reset (restarting the mobile device) may resolve issues. This action closes all running applications and clears any data from the random access memory (RAM). Although unsaved data in current use may be lost, data stored on the drive, installed applications, and device settings are not affected.

How to perform a soft reset

  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.

Next steps

If the issue persists after performing the steps above, users are encouraged to open a support ticket or seek help from other users in the Pix4D community.

To help the technical support team efficiently identify the root cause and provide a solution, users should share the following information:

  • Mobile device make, model, operating system.
  • A detailed description of the workflow that produced the unexpected behavior. Recording these steps in a video is the most effective way to present this data.
  • The project log files, exported from the device (using Export logs), and shared in a ZIP file format.
  • The quality report (if available).
All project files, exported from the device  (using Export all data) and shared in a ZIP file format.