This article lists capture processing and related error codes in CupixWorks with their meanings and suggested next steps.
Note: If an error code instructs you to contact our support team, please send us an email for your region:
- APAC/ANZ — apacsupport@cupix.com
- Americas — support@cupix.com
- EMEA — emeasupport@cupix.com
| Error Code | Error Type | Description |
|---|---|---|
|
AGT 1000–2999 3000–3203 4000–4002 5000–5020 6800 |
Unknown Error | An unexpected error occurred during processing. Please contact our support team for assistance. |
| AGT2403 | User Deleted 3D Map During Processing |
The 3D map was deleted before processing completed. Please contact our support team for assistance. |
| AGT3003 | Corrupted Video File | The 360° video file is corrupted. Please recapture and re-upload. |
| AGT3101 | File/Format Issues | The 360°video file format or capture type is not supported. |
| AGT3102 | File/Format Issues | The video exceeds the maximum supported duration for processing. Please ensure your video is less than 20 minutes for generating a Dollhouse model and less than 60 minutes for generating a Virtual Tour. Trim the video to the supported length and re-upload |
| AGT3103 | File/Format Issues | The 360° video file is missing metadata. If the video file has been modified by 3rd-party software, please re-upload the original file." |
| AGT5100 | System Error | An internal system error occurred. Please contact our support team for assistance. |
| AGT5101 | File/Format Issues | The 360° video file could not be read. Please check the file and re-upload. |
| AGT5102 | Camera/Equipment Issues | This 360° video was recorded with an unsupported camera model. Please use a supported 360° camera.. |
| AGT5103 | Unsupported FPS | The 360° video was recorded at an unsupported frame rate. Do not adjust camera settings manually. Use the TwinCapture or VistaCapture app, which automatically sets the correct configurations. |
| AGT5104 | Shooting Conditions / Environment Issues | The video exceeds the maximum supported duration for processing. Please ensure your video is less than 20 minutes for generating a Dollhouse model and less than 60 minutes for generating a Virtual Tour. Trim the video to the supported length and re-upload. |
| AGT5105 | Shooting Conditions / Environment Issues | The camera lens appears to have been obstructed during recording.Please remove the lens cover and recapture the 360° video. |
| AGT5106 | Camera/Equipment Issues | Required camera sensor data could not be found in the video. Please recapture and re-upload. If the issue persists, contact the camera manufacturer. |
| AGT5107 | File/Format Issues | Video metadata is missing. Please re-upload the original, unedited video file. If the issue persists, contact the camera manufacturer. |
| AGT5108 | Shooting Conditions / Environment Issues | The 360° video is shorter than the minimum required length of 10 seconds. . Please recapture a longer video and re-upload.. |
| AGT5109 | Camera/Equipment Issues | The camera sensor data is invalid. Please recapture the 360° video. If the issue persists, contact the camera manufacturer. |
| AGT5112 | Shooting Conditions / Environment Issues | (Warning)Excessive or frequent physical impacts to the camera were detected during recording. Please avoid camera collisions with objects and drops during capture. |
| AGT5113 | Shooting Conditions / Environment Issues | (Warning)A lens guard was detected during recording, which can damage camera calibration and output quality. Please remove the lens guard before recording. |
| AGT5114 | Camera/Equipment Issues | Excessive timestamp slippage detected. Please recapture and re-upload. If the issue persists, contact the camera manufacturer. |
|
AGT5115 AGT5206 |
Insufficient Video Motion |
Insufficient camera movement for 3D map generation. Please recapture while moving the camera at least 5 meters (16 ft) through the scene. |
|
AGT5200 AGT5201 |
Internal Error After SLAM | An internal error occurred after SLAM processing. Please contact our support team for assistance. |
| AGT5202 | Shooting Conditions / Environment Issues |
3D map generation failed due to challenging recording conditions. Please ensure adequate lighting, avoid highly reflective surfaces, and maintain a steady walking pace. Please recapture the video and re-upload. |
| AGT5203 | Shooting Conditions / Environment Issues |
Your walking speed was too fast during recording. Please recapture at a normal walking speed of 4–6 km/h (2.5–4 mph). |
| AGT5204 | Shooting Conditions / Environment Issues |
The recording environment is too dark. Please improve the lighting and recapture the 360° video. |
| AGT5205 | Camera/Equipment Issues | The camera sensor data appears to be inaccurate or damaged. Please recapture and re-upload. If the issue persists, contact the camera manufacturer. |
| AGT5207 | Shooting Conditions / Environment Issues | The 360° video is too short for 3D map reconstruction. Please record for at least 30 seconds while moving through the space. |
| AGT5208 | Shooting Conditions / Environment Issues | Processing failed due to one or more of the following: frequent or sudden lighting changes, narrow lines of sight, excessive walking speed, or poor image quality. Please recapture following the recommended best practices. |
| AGT5209 |
Processing failed because the 3D map was split into multiple separate clusters. This can occur due to environmental conditions that prevent continuous alignment. Please recapture the video, and re-upload. |
|
| AGT5210 | Excessive timestamp slippage detected. Please recapture and re-upload. If the issue persists, contact the camera manufacturer | |
| AGT6100 | Processing Error | A system error occurred during 3D map processing. Please contact our support team for assistance. |
| AGT6200 | ||
| AGT6300 | ||
| AGT6400 | ||
| AGT6500 | ||
| AGT6600 | ||
| AGT6700 | ||
| TES10001 | System Error | A system timeout error occurred. Please contact our support team for assistance. |
| TES10002 | ||
| TES10003 | ||
| TES10004 | ||
| TES10005 | ||
| TES10006 | ||
| TES10007 | ||
| TES10008 | Upload Error | File upload timeout error. Please check your internet connection and try uploading again. |
| TES10009 | System Error | Processing was stopped unexpectedly. Please contact our support team for assistance. |
| TES11000 | System Error | File upload has not been completed.. Please re-upload the file and try again. |