Getting Started - Verifying Your Sensor's Health
You’ve just received your new Mark II, but something doesn’t seem quite right. Maybe your app says to connect your sensor, though you have already connected it. Perhaps your sensor connects, but it has trouble sensing the object you are trying to scan.
To make sure your sensor is at its peak, please perform the following tests.
- Getting Started
- Check One - iPad and iPhone Model Check
- Check Two - Fault Check
- Check Three - Cable and Connectivity Check
- Check Four - Firmware Check
- Check Five - Depth Check
- Check Six - App Check
- Check Seven - App Version Check
To get started, you will need the following:
- Compatible iOS device (see step 1)
- Structure Sensor (Mark II)
- USB Charging cable
- Lightning or USB-C cable
- Structure app downloaded to your iPad
Check One - iPad and iPhone Model Check
In order for our sensor to work with your iPad, you must have a compatible iOS device. If you haven’t already, please make sure your iOS device is on these lists:
Check Two - Fault Check
In the rare case that your sensor has a hardware fault, it’s good to know early so you save yourself time and frustration.
Start by plugging your sensor into the white charging cable (this will have a USB-A end, rather than a lightning or USB-C end). Then plug your cable into your computer. Your sensor will flash three times with both the red and blue LED, followed by a red or blue light.
If your sensor’s light is blue, great! That means that everything hardware-wise is working. Charge your sensor until the blue blinking light turns solid., and then move onto the next step.
If your sensor’s LED light turns red, there is a deeper internal issue. Please contact support for assistance.
Check Three - Cable and Connectivity Check
The next test to confirm is if your cable works properly. This is important, because we have found there are some connectivity issues surrounding Structure Sensor (Mark II), where the software doesn’t recognize that the sensor has been plugged in. However, connectivity issues can also manifest when the cable itself is faulty.
To test this, disconnect your fully-charged sensor, launch Structure app, and reconnect your sensor. Wait five or so seconds. If your sensor initializes, great! Your cable connection is good.
If you get no indication on the screen, disconnect your sensor again. If you do this several times with no change, please check if your sensor is being recognized by your iPad. Go to Settings > General > About and scroll to the bottom. Your sensor should appear here:
Check Four - Firmware Check
Now that you’re in Structure, you can check your firmware version by tapping the “i” icon in the upper right corner. The current version of firmware will show. If you are not running the current version, the app will ask you to upgrade your firmware.
Please note, the sensor has a limited amount of onboard memory, and if you do not upgrade your firmware within the first minute of launching the app, your upgrade will likely fail. Please disconnect your sensor and reconnect it to clear the memory.
Check Five - Depth Check
While all sensors leave our manufacturing facility well-calibrated, sometimes rough delivery can cause them to become uncalibrated, causing poor depth coverage. To check this, switch your Structure app to “Depth”. If your depth looks like this, you are in good shape! Continue on to the next step.
If your depth looks like this, you have what we call an “IR Offset”, which happily can be fixed remotely. Please follow the instructions in this article: How can I improve my sensor's depth coverage?
Check Six - App Check
Please make sure you are using an app that has been updated to work with Structure Sensor (Mark II). For a full list of these apps, please check out this article: Which apps can I use with Structure Sensor (Mark II)?
Check Seven - App Version Check
Finally, if everything else is looking good, but you are still having issues, please check to make sure all apps you are using have been updated as well. For instructions, please check out this article: https://support.apple.com/en-us/HT202180#manual
If your sensor and software have passed these tests, congratulations! Your sensor is good to go and ready to capture the world in 3D.
If any of these tests fail, do not hesitate to contact email@example.com.