Why couldn't my scan be processed?

The Short Answer

While very rare, we are occasionally unable to process a scan submitted through Scan To CAD. This normally relates to one of the following:

  • Incorrect or missing calibration (only applies to Structure Sensor customers)
  • Scan technique (e.g. not following our recommended scanning best practices)
  • Aspects of the environment (e.g. scanning in a very dark place)
  • Scans which aren’t of a room (e.g., scans of a person, or a small snippet of a room) 

If a scan can not be processed, it will be “rejected” and you will be refunded for the amount paid for that scan. We will also contact you with more information about what happened, but in most cases, the space will need to be rescanned.

The Long Answer

A single scan or an entire Scan To CAD order will typically be rejected for the following reasons.

Incorrect Calibration: If you are using a Structure Sensor, it must be calibrated to your device before it can be used with Canvas. If calibration is not completed, or not completed properly, it will almost always lead to issues with your scan.

More often than not, issues with calibration are because you are scanning in Wide Vision Lens mode but not using a Wide Vision Lens (i.e., it fell off or broke). You can tell Wide Vision Lens mode is “On” in the top right of the pre-scanning screen:

This will always lead to a totally unprocessable scan, which looks like this:

Occasionally, the opposite is true: you are scanning in “No Lens” mode (the switch is to the left, but you do have a Wide Vision Lens on). This will also look like the above and can not be processed.

Poor Scan Quality: If a scan is too messy or distorted to process, it may be rejected. This can occur for reasons such as:

  • Re-scanning the same area over and over again
  • Zig-zagging around the space vs. following our recommended scanning technique
  • Fingers or other objects covering the camera
  • Scanning too close or too far away from objects and surfaces
  • Poor or no lighting
  • Moving objects, people, or shadows

It is very rare that a scan is so poor it can’t be processed at all, but it does happen from time to time. If you receive this rejection reason, you can always contact support@canvas.io for additional information. 

Partial Spaces: If a scan is just a tiny snippet of a space (i.e., just one wall or window), we assume this is a mistaken submission (such as a test scan) and will reject the scan to avoid incurring cost for an error.

Non-Room Scans: While Scan To CAD does process and includes many architectural details, it is not designed to process and convert objects into CAD files. Scans of objects (e.g., furniture, or people) will be rejected. What is an “object” vs. a structure can sometimes be ambiguous, such as a boat or equipment, so we encourage you to reach out to supporot@canvas.io if you’re unsure.

Non-residential spaces may occasionally be rejected, or require additional payment if they require a high level of manual human attention and QA. You can read more on this here: I want to scan non-residential environments. Will Canvas work outside of the home?

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