Recap 2024 - Scan to Mesh stuck at 0% "waiting in queue"

[Cmackey2P82H]

Hello, 

I've exhausted all possible troubleshooting steps mentioned by Autodesk support and other forum posts. A user is having issues with Recap 2023 (and 2024) where the Scan to Mesh feature is stuck at 0% ("waiting in queue"). 

Support stated the issue must be with internet connection or insufficient space, both are which not the issue. The internet speed is great and there is plenty of space on the drive(s) on the device. Here is what we've all tried so far:

- Reinstalled Recap Pro 2023 (tried 2024 just in case)

- Rebooted the desktop several times, tried on a different device, same issue

- Cleared registry for Recap Pro, rebooted

- Cleared temp files repeatedly

- Restarted the scan to mesh several times (now wasted 10 tokens doing this)

- Verified the user is able to use tokens and are assigned to them

- Updated the graphics driver (NVIDIA Studio Driver, RTX 3090)

- Cleared old instances of the mesh uploading files

At this point, we've tried multiple different steps to resolve this and it still isn't working properly. We're approaching a deadline and it is very important we try to resolve this as soon as possible.

For reference, the user uses a network license they borrow, and we purchased the tokens on their account to ensure they're able for them to use.

Does anyone have anything else for us to try? I am unsure why it will not start working on the backend.

[alexlibrelon]

It's frustrating that you've exhausted the usual solutions and Autodesk support wasn't able to fully resolve the "Scan to Mesh stuck at 0%" issue in ReCap 2023/2024. Here are some additional strategies you can try:

1. Network License Issues (Network License Server):

• Since you mentioned using a borrowed network license, there might be an issue with the network license server itself. Here's what you can check:
  • Server Status: Verify that the network license server is running and accessible from the user's machine.
  • License Availability: Ensure there are enough available tokens for Scan to Mesh on the network license server.
  • Network Connectivity: Double-check the network connection between the user's machine and the license server. Firewalls or network restrictions might be interfering.

2. Autodesk Cloud Services:

• Scan to Mesh relies on Autodesk cloud services for processing. Consider these possibilities:
  • Temporary Outage: While unlikely, there could be a temporary issue with the Autodesk cloud services impacting Scan to Mesh functionality. Check the Autodesk cloud health status page (https://www.autodesk.com/support/technical/article/caas/sfdcarticles/sfdcarticles/How-to-check-the-s...) to see if there are any reported issues.
  • Regional Restrictions: In rare cases, there might be regional restrictions that could affect cloud service access. If the user or the network license server is located in a restricted region, explore alternative options (discussed later).

3. Alternative Mesh Generation Tools:

• If resolving the root cause seems difficult and the deadline is tight, consider exploring alternative tools for mesh generation:
  • Local Meshing Tools: Software like MeshLab or Meshmixer offer free, local meshing capabilities. You might need to export the point cloud from ReCap Pro in a compatible format (e.g., PLY) and import it into these tools for mesh generation.
  • Third-Party Cloud Services: Some third-party cloud services offer point cloud to mesh conversion functionalities. These might require additional costs but could provide a temporary workaround if the deadline pressure is high.

4. Contact Autodesk Support (Advanced):

• If none of the above suggestions work, consider contacting Autodesk support again. Explain the troubleshooting steps you've already taken and emphasize the urgency due to the deadline. They might be able to escalate the issue to a higher level of support or provide more specific guidance based on your network license setup and Autodesk account details.

Additional Tips:

• Isolate the Issue: Try using a different user account on the same machine (with appropriate permissions) to see if the problem persists. This could help isolate if it's user account specific.
• Document Everything: Keep detailed notes on the troubleshooting steps taken and the results observed. This will be helpful for communicating with Autodesk support if needed.

By trying these suggestions and potentially revisiting Autodesk support with more details, hopefully you can find a solution to get Scan to Mesh working for the user and meet the project deadline.