ReCap Project Disappeared from Cloud Projects when Refreshed...

[Anonymous]

Hello,

I uploaded a large Aerial Image project this morning before heading into the field. When I returned the project said "Registering", soon after that it said nothing at all (but the job was still there) so I refreshed "My Cloud Projects" and it disappeared completely. At this point I don't know if the job is still being processed, if it had an error, if it got lost in the cloud somewhere, etc. This is a job for a large paying client so I need to know if I should attempt to re-start it or not, I don't have time to just wait & see...

Project is named "Morrow7179-015"

Thank you,

James

[Anonymous]

To be clear, this is a ReCap Photo project, an aerial survey with 869 photos.

Thank you,

James

[Anonymous]

Also, and this may be the issue, the assigned user to our ReCap seat was changed during the project processing...

Please help, anyone!?

[yan.fu]

Hi @Anonymous ,

Our team will take a look at the status and license of your account and will reply back later.

Best,

Yan

[barmanr]

Hi @Anonymous ,

I took a look at the project and could not find it at the backend. To investigate further, could I also have the user email that was used to start the job? We will investigate and see if the project errored out or got deleted.

Regarding this "Also, and this may be the issue, the assigned user to our ReCap seat was changed during the project processing...", do you mean while the project was uploading and registering, the user access was changed? While the project is being uploaded or being registered, until the project is in the queue, you should not be logging out or changing user access as the project will not get registered under any account. Once it's in the queue, it means the project has been registered and ready to start processing. During this time, the application can be shut or the user can be changed as well.

Thanking You.

Warmest Regards,

Rishov Barman, Reality Capture

[Anonymous]

@barmanr 

Thanks for getting back to me, yes the job was started under the email matt@morrowsurveying.com but I am the one who is working on it james@morrowsurveying.com.

I'm not exactly sure what point it was at when the account switch happened, it had already disappeared from the "Cloud Projects" due to refreshing the cloud projects in ReCap Photo, the last point I saw it had been "Registering" then it said nothing and just had a photo from the project with a delete button and nothing else.

Thank you,

James

[barmanr]

Hi @Anonymous ,

Thanks for the email info. We will try to check if it logged any project errors under the email. 

"from the project with a delete button and nothing else". Regarding this, it looks like it had errored out indeed because this happens when there is an error or cannot find the original project folder. But the former case is more likely as the project was registering and something might have interrupted the job.  

You can run your project again and we can confirm that at the backend the project is certainly not running. Please let me know if you run into this issue again. If you do run into it again, please go to %localappdata%\Autodesk\Autodesk ReCap Photo and share with us the recapphoto.log file. 

Thanking You.

Warmest Regards,
Rishov

[barmanr · Accepted solution]

Hi @Anonymous ,

We took a look at the email and it looks like, during registration, the ReCap entitlement was lost from the first email as seen from the backend. Most likely this has caused the scene to error out during registration. 

Warmest Regards,
Rishov

[jjb]

This exact same thing is happening to me.  I successfully ran two projects one week ago, but now, when I create a new project, after the photos upload successfully, it shows "0% registration", then, after several minutes, the project just disappears after refreshing "My Cloud Projects".    As I write this, I tried to run the project from the start...again...this time I changed the name of the project and it seems to now be successfully processing.  Very, very strange.  

[barmanr]

Hi @jjb ,

If this happens again, could you please share the project name and the Autodesk user email account used to run the project? You can PM me this information. If it failed at registration, it is usually licensing/entitlements related.

Warmest Regards,

Rishov

[jjb]

PM sent...thanks so much for the responsiveness...J

[gperkolarakis]

ReCap Photo only works on the American ACC server.