Find the right help without starting over
ASCAND Support helps you find the next useful source: current documentation, a verified download, a concise answer, a diagnostic path or the appropriate way to contact support.
Choose the route by what you need now:
- You need instructions: use Documentation or Tutorials.
- You need a file or resource: use Downloads.
- You have a recurring question: check the FAQ.
- Something did not work as expected: begin with Troubleshooting.
- You have a privacy or scan-data question: use Privacy and Scan Data.
- The published routes do not resolve the issue: prepare the relevant evidence and contact support.
Support begins with the stage that owns the problem. A cropped video is first an acquisition issue. A completed reconstruction with missing geometry is first a result-evaluation issue. A file that downloads correctly but imports incorrectly may be a format, attribute, units or destination-tool issue. Keeping those responsibilities separate usually leads to a faster and more defensible diagnosis.
If something went wrong, start with what you can observe
Describe the symptom before choosing a cause. “The model is wrong” is difficult to diagnose. “The underside is absent,” “the object leaves the frame,” “the laser response is interrupted,” “two orientations align in one region but separate elsewhere,” or “the downloaded file opens at an unexpected scale” identifies a more useful starting point.
Use this route:
- The object, turntable or coded reference is cropped, unstable, soft or inconsistently lit: begin with Capture Setup Problems.
- A Vision result is incomplete, distorted or contains unexpected regions: begin with Vision Scan Problems.
- A laser-assisted result has missing bands, outliers, holes or alignment concerns: begin with Laser and Combo Scan Problems.
- Two or more reconstructed orientations do not align reliably: begin with Multi Merge Problems.
- The mesh, export, download or downstream import behaves unexpectedly: begin with Mesh and Export Problems.
- The question concerns access, an order, privacy or an issue not represented here: use the administrative routes below.
When several symptoms are present, test the earliest responsible stage first. Do not repair a mesh before checking whether the required surface was observed. Do not change an export format to compensate for a registration error. Do not repeat processing when the source video already fails the capture check.
A troubleshooting page narrows plausible causes and proposes verified checks. It does not prove a diagnosis merely because a symptom looks familiar.
Open the complete troubleshooting guide
Looking for instructions, files or a quick answer?
Documentation
Use Documentation for current product, setup, platform and workflow reference material. Documentation should state its applicability and should remain the controlling source for interface-dependent instructions, hardware-specific requirements and safety information.
Downloads
Use Downloads for verified software, printable files, templates and supporting resources. Check the file identity, version, compatibility, license and intended use before installing, printing or modifying a resource.
Tips and Tricks
Use Tips and Tricks for practical improvements that have been checked against the documented workflow. A tip should link back to the tutorial or technical explanation that owns the underlying requirement.
Frequently Asked Questions
Use the FAQ for concise answers to recurring product, access, object, workflow and output questions. Follow the linked canonical page when the decision requires technical detail or current operating instructions.
Setup, framing or recording problem
The capture stage establishes the evidence available to reconstruction. Begin here when the saved source shows a physical or visual problem, including:
- the phone or support moved;
- the object shifted, tilted or left the usable area;
- part of the object or required coded turntable is outside the frame;
- focus, exposure or visible sharpness changed;
- the background does not separate clearly from the object;
- illumination changed during rotation;
- another object entered the capture area; or
- the recording is interrupted or incomplete.
Inspect the saved source rather than relying on how the station looked before recording. Check the complete rotation. A plausible still frame can hide cropping, motion, reflections, shadows or loss of the coded reference later in the sequence.
Keep the acquisition relationship intact: the camera remains steady relative to the station while the object undergoes the intended rotation. The object, its support and the environment must remain controlled. If the source fails these checks, correct the setup and record again before spending time on downstream processing.
The standard-turntable photograph may help identify the physical product, but it does not establish phone position, distance, framing, lighting, scale or a complete working station.
Diagnose capture setup problems
Scan processing or result problem
Choose the diagnostic route that matches the evidence workflow used to create the result.
Vision
Vision reconstruction depends on usable observations of the object and structured rotation. Missing or uncertain geometry may relate to visibility, silhouette behavior, framing, orientation decoding or the limits of the available evidence. Begin with the accepted source and result inspection; do not assume that a completed processing state proves correct geometry.
Laser or Combo
Laser-assisted diagnosis begins only after the exact current hardware, safety, installation and calibration requirements have been satisfied. A visible projected line is not proof of correct alignment or calibration. For Combo, preserve and identify the relevant source contributions so that a failure in acquisition, laser evidence, Vision evidence or their reconciliation is not disguised as one generic result problem.
Diagnose Laser and Combo scan problems
Vision, Laser and Combo are different evidence workflows, not basic, better and best quality levels. Similar holes or surface artifacts may arise for different reasons. Use the method-specific route before changing capture conditions or processing choices.
Compare Vision, Laser and Combo
Model, export or Multi Merge problem
First identify where the observed problem appears:
- In the reconstructed result: inspect acquisition and reconstruction before export.
- Only in a generated representation: inspect point-cloud, mesh or processed-variant selection.
- Only after conversion, download or import: inspect format, companion files, attributes, units, axes and destination-tool interpretation.
- When combining separate orientations: inspect overlap, reference selection and registration before accepting the merge.
A different file extension cannot repair missing geometry. A successful download does not prove that every companion file arrived or that another application will interpret scale, orientation, color or texture identically. A denser combined point cloud does not prove that separate scans are correctly registered.
For model-delivery issues, preserve the original result and downloaded files before conversion or repair. Record the representation and format selected, the destination application and the exact point at which the behavior changes.
For Multi Merge issues, preserve every independently reconstructed source and transformation. Verify that the scans describe the same unchanged object, share adequate geometric overlap and align in more than one ambiguous region. Calculation completion or apparent convergence is not sufficient evidence of correct registration.
Diagnose mesh and export problems
Account, privacy, order or contact question
Use the route that owns the information.
Product and platform access: Check the FAQ for published answers and links to current documentation.
Privacy and scan data: Read Privacy and Scan Data for the verified explanation and links to the governing privacy information. Do not rely on assumptions about uploads, retention, access or deletion.
Orders and hardware: Use Contact Support and identify the product, configuration and relevant order information. Do not publish payment details or other sensitive data in a public request.
Unresolved technical issue: Complete the applicable troubleshooting checks, preserve the original source and result, and then contact support with the evidence needed to reproduce or route the issue.
The website should not promise a fixed response time, outcome, warranty decision, compatibility result or data action unless that commitment is verified and current.
Prepare the evidence before you contact support
A useful support request lets another person understand the setup, reproduce the path and identify the earliest stage at which the result changed.
Include:
- the ASCAND product or turntable configuration involved;
- whether the question concerns physical capture, 3D-Scan.Online, an order, access, privacy or a downstream tool;
- the workflow used—Vision, Laser, Combo, Multi Merge, export or another documented route;
- the stage at which the symptom first becomes visible;
- a precise description of the expected and observed behavior;
- the steps needed to reproduce the issue and whether it occurs consistently;
- the checks already completed and their results; and
- relevant source, project, result, export, application and version information where safe and permitted to share.
When an image or file is useful, share the smallest relevant item through the approved support route. Remove unrelated personal information and confirm that you have permission to share the captured object and material. Never send passwords, full payment-card information, secret keys or credentials.
Keep original files unchanged. If you provide a repaired mesh, converted export or shortened video, identify it as a derived file and retain the original for comparison.
If you cannot safely share the source, describe the symptom and the checks in enough detail to begin diagnosis. Support may still need a privacy-appropriate reproduction or additional evidence before reaching a conclusion.
Open the troubleshooting guideASCAND Tutorials help you move from a prepared capture station to a reviewed digital result. Each tutorial owns one practical task and explains its prerequisites, ordered actions, expected result and important checks.