Preparing to Download Stuck at 0% and Preparing to Upload at 0%

[Anonymous]

I tried downloading a finished model file. However, when I tried to download the file it is stuck at Preparing to Download 0%. It has been stuck for 4 hours. 

In addition, I tried uploading my photos to make a 3D model. However, it is stuck at Preparing to upload at 0% for the past 4 hours. I tried deleting my upload file, but it will not continue to upload. 

[luckybirdie]

Hi,

I just tested it on my machine and found no issues there. 

Are you working on a machine behind a firewall or a proxy? If yes, you can check this thread for a possible solution:

https://forums.autodesk.com/t5/recap-forum/dowload-error/m-p/6760793

Alternatively, you may download your mesh file directly from your A360 account by accessing https://360.autodesk.com.

However, uploading files must be through ReCap Photo so that reconstruction will take place. 

I would suggest that you try again some time later. If possible, please use another machine, which helps find out the possible cause of the issue. 

Please let us know any updates from you.

Thanks,

Jing

[Anonymous]

Ok thank you. Please try to make the 3D model process quicker. I have seen
it takes some time to upload and then create and then download.

[luckybirdie]

Thank you for the update.

For the performance of reconstruction, don't worry. Our engine team is working intensively on it. Please stay tuned.

Thanks,

Jing

[jayson.sterba]

hi @Anonymous,

Can you please check for me what version of ReCap Photo you are using?

V19.1.1.2 is the most up to date version. Any updates that you need can be downloaded here: ReCap Updates

Thank you. 

[Anonymous]

I am using the most recent version (2019).

[jayson.sterba]

hi @Anonymous,

Thank you for letting me know 2019 but can you please specify the dot version? 

If you open recap photo and hit the "?" in the upper left the select about a pop up will come up and say what product verison you are on. 

I've seen some wonky stuff happen with the older versions. Current is 19.1.1.2. It is possible you could be missing one or two updates. Updates can be found here: ReCap updates

Thank you!