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Legacy Sphere Viewer - Troubleshooting Guide
Legacy Sphere Viewer - Troubleshooting Guide

Issues with using Sphere Viewer? This Troubleshooting Guide will assist you.

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Written by Giancarlo Jimenez
Updated over 5 months ago

IMPORTANT

The FARO Legacy Sphere Viewer is now Sphere XG - an even more immersive cloud solution to cover all your needs. Talk to us to learn more and transition over! You can always reach us via email at support@holobuilder.com, use the live chat feature in the bottom right corner on HoloBuilder or simply contact your go-to FARO representative.

FARO, Sphere, Sphereviewer, Viewer, viewer, Bim, BIM, troubles

The following article serves as a quick Sphere Viewer Troubleshooting Guide

Learn more about the Sphere Viewer:

  • Introducing the brand new FARO® Sphere Viewer

  • Best Practices for using the Sphere Viewer

  • Sphere Viewer - Currently known Limitations and Workarounds

Note:

If there are any further questions or problems please feel free to reach out to us via email at support@holobuilder.com , use the live chat feature in the bottom right corner or simply contact your go-to HoloBuilder representative.

Troubleshooting Guide

Symptom

Possible Cause

Resolution

Error - Project is not yet compatible

SphereViewer-Error-Project is not yet compatible.png

  • Project is empty.

-OR-

  • This is an older project and conversion takes longer than 10 seconds.

If the project is empty:

Add at least one sheet using the HoloBuilder WebEditor.
​
​If the project is not yet converted:

Allow some more time for the process to complete. Depending on the project size, this might take a while. For example, projects with 10,000 360° images take about 25 minutes to fully convert.

Error - Point Cloud node not found

  • The point cloud, that the project is connected to does not exist anymore.

-OR-

  • You do not have viewer rights on the point cloud.

If the point cloud does not exist anymore:

Open the project in the Sphere Viewer without entering the “3D Overview”. Instead disconnect the point cloud from the “2D Overview” mode.
​
​If you do not have sufficient rights to see the point cloud:

Please ask the admin/owner of the point cloud project in WebShare for appropriate rights.

Permission Denied

  • You do not have sufficient permissions to view the project copy on Sphere.

Contact your admin/project owner to apply the appropriate permissions.

Error - Out of sync

  • The backend is still synchronising the project.

Allow some more time for the process to complete and try again.

Error - 409

  • The project is in a conflict stage.

-OR-

  • The name of the project is not unique.

In HoloBuilder rename the project.
​
If the error remains, open the HoloBuilder WebEditor and save the project (without making any changes), then wait.

Error - Project Not Found

  • The project is not properly synchronised with the backend.

Open the HoloBuilder WebEditor and save the project without making any changes, then allow some more time for the process to complete.

Note:

If there are any further questions or problems please feel free to reach out to us via email at support@holobuilder.com , use the live chat feature in the bottom right corner or simply contact your go-to HoloBuilder representative.

What might also interest you:

Learn everything about the Sphere Viewer

Related Articles
Introducing the FARO® Legacy Sphere Viewer
Legacy Sphere Viewer - Currently known Limitations and Workarounds
Upload, Align and Download a Point Cloud in the Legacy Sphere Viewer
Introducing Point Cloud Management on the Legacy Sphere Viewer - An overview
How to take measurements in a Point Cloud in the Legacy Sphere Viewer
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