Aura Cloud troubleshooting

This article covers common issues encountered in Aura Cloud and the steps to resolve them. Find the symptom in the quick reference table below and follow the link to the matching resolution.

Quick reference

Before you start

Before working through a specific issue, run these basic checks. They resolve many problems on their own.

• Confirm a modern web browser is in use. Google Chrome on a desktop or laptop is recommended.

• Confirm the internet connection is stable and has enough bandwidth for large file transfers.

• Confirm sign-in is to the correct Emesent account, with Aura Cloud access enabled on that account.

• Refresh the browser tab. Some intermittent display issues clear with a reload.

Issue 1: Aura version error on upload

Symptom: An upload attempted from Aura fails with a version error, or the Aura Cloud upload option is not available in Aura.

Cause: Aura versions earlier than 2.2 cannot upload to Aura Cloud. The upload pathway requires Aura 2.2 or later.

Resolution:

1. In Aura, check the installed version under the Help or About menu.

2. If the version is earlier than 2.2, upgrade Aura to 2.2 or later.

3. Restart Aura.

4. Retry the upload. The version error no longer appears.

If the upgrade is not yet available for the deployment, upload the point cloud manually through the Aura Cloud browser interface as an interim path.

Issue 2: Aura Cloud on mobile

Symptom: Aura Cloud does not load or behave correctly on a phone or tablet.

Cause: Aura Cloud can be used on a mobile device, but mobile is not officially supported. A desktop or laptop computer is recommended for the full application.

Resolution:

1. For the best experience, open Aura Cloud on a desktop or laptop computer.

2. To view a single shared scan on a mobile device, use a public link instead of signing in.

Aura Cloud can be used on a mobile device, but it is not officially supported. A desktop or laptop computer is recommended. Recipients of public links can view scans on a mobile device without an account.

Issue 3: Point cloud stuck on a status

Symptom: A point cloud remains in the uploading, processing, or failed status for an extended period and does not progress to ready.

Cause: The cause depends on the status:

• Uploading: The browser tab was closed during upload, the network connection dropped, or the file is unusually large.

• Processing: The point cloud finished uploading but the server has not finished preparing it for online viewing. Large scans take longer to process.

• Failed: The upload or processing did not complete. The file may be corrupted, unsupported, or the upload was interrupted.

Resolution:

1. Confirm the status of the point cloud in the project view.

2. If the status is uploading and the browser tab is no longer open, retry the upload. Do not close the browser tab during upload.

3. If the status is processing, allow more time. Large scans can take significantly longer than small scans.

4. If the status is failed, delete the point cloud and retry the upload from a fresh session.

5. If the issue persists across multiple retries, contact Client support.

Issue 4: Point cloud will not open in the viewer

Symptom: Selecting a point cloud does not open the 3D viewer, or the viewer opens but does not display the scan.

Cause: Either the scan has not reached the ready status, or the browser cannot render the scan.

Resolution:

1. Confirm the point cloud has reached the ready status in the project view. Only ready scans open in the 3D viewer.

2. If the scan is ready but the viewer does not display it, refresh the browser tab.

3. Confirm the browser is up to date. Outdated browsers may not support the 3D viewer.

4. Try opening the scan in Google Chrome on a desktop or laptop computer.

Issue 5: Measurement or annotation tools are missing

Symptom: Measurement, annotation, or markup tools cannot be found in the 3D viewer.

Cause: Measurement and annotation tools are not part of Aura Cloud. Aura Cloud focuses on sharing and visualization.

Resolution: Use Aura for measurement and annotation work on the local point cloud file. Export the annotated result as a separate deliverable if it needs to be shared.

Issue 6: Point cloud renders poorly in the browser

Symptom: A point cloud opens in the 3D viewer but looks low quality, renders slowly, or stutters during navigation.

Cause: The browser is not using the computer's dedicated graphics processor (GPU). Google Chrome gives the best results, and on Windows 11 Chrome can be set to use the dedicated GPU.

Resolution:

1. Open Aura Cloud in Google Chrome, the recommended browser.

2. On Windows 11, open Settings > System > Display > Graphics.

3. Select Browse and go to the Chrome executable, usually C:\Program Files\Google\Chrome\Application\chrome.exe.

4. Select Chrome in the list, then select Options.

5. Select High performance, then select Save.

6. Quit Chrome fully, then reopen it. Check Task Manager and close any remaining chrome.exe processes before reopening.

Still not resolved?

If the issue persists after following the steps above, contact Client support with:

• The Emesent account email address.

• The web browser and operating system in use.

• A short description of the issue, including any error messages.

• The URL of the affected project or point cloud.

• The steps already tried.

Related articles

• Get started with Aura Cloud

• Aura Cloud support

• Aura Cloud glossary

• Upload a point cloud to Aura Cloud