I have a problem with my CAD model! What should I do?

We work hard to ensure every resulting CAD file is accurate to the space scanned, but it's possible that an error might occur at some point in the process — either during your scan, or during its conversion to CAD. In the case that you find an error in your CAD model, just email support at support@canvas.io and we’ll attempt to resolve it. We can’t fix every problem, but we’ll do our best!

Before emailing in, we recommend:

  • Watching the video below and reading through the tips in the "Get Started" section of the app and ensure you are following best practices
  • Ensuring that your Structure Sensor is well-calibrated, and that you are scanning in the correct mode for the lens (Wide Vision Lens vs. No Lens)
  • Ensuring that you are on the latest version of the Canvas app

If you do email support with an issue about your CAD model, please take photos of the problematic area. If the issue is related to accuracy, please include the measurements you are specifically comparing. This will help us hunt down the problem!

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