Pointfuse Troubleshooting Guide

            Pointfuse Troubleshooting Guide

            Here is a list of some common issues, their reasons and the solution. We are continually reviewing and updating this, so please create a ticket if you cannot find a solution in here and we'll be happy to help you out.


            Reasons

            As the link is automatic, and contains external links, some spam filters will designate email as suspicious, and either move it into the spam folder or block it altogether.

            Solutions

            Raise a ticket with us and we'll send you an install ASAP


             

            Installer appears to run, and restarts the computer, but there is no trace of Pointfuse after restart

            Reason

            Unknown. It happens very occasionally.

            Solution

            Rerun the installer again from scratch, as it will normally work the second time around.


             

            At startup, Pointfuse displays “An unacceptable value is specified for an enumerated argument 2008.”


            Reason

            Pointfuse cannot access essential graphics hardware.

            Solutions

            ·         Ensure that the graphics card meets the minimum specifications. It must support OpenGL 3.3.

            ·         Ensure that the graphics card drivers are up to date:

            1.       In Windows, open Control Panel > Device Manager.

            2.       Navigate to Display Adaptors.

            3.       Right click and then select Update Driver.




            Installation is failing and flagging the error: "Setup Failed: 0X800700e8 - The pipe is being closed


            Reason

            Anti-virus software has prevented the installation completing successfully.

            Solution

            Add Pointfuse as an exception to any anti-virus software that is running, and then repeat the installation process. 





            When logging in with the correct username and password, I am receiving this error: "Login Failure: account password invalid”


            Reason

            An antivirus or security protocol is preventing the software from communicating with our cloud license server (provided by Nalpeiron).

            How to Check

            Check that you can access the browser based user portal to ensure that the internet connectivity is working correctly: https://eup.pointfuse.com/account/login.

            Solution

            1.  Reset the route.
            2. OR, add Pointfuse as an exception to any anti-virus you are running to ensure communication is uninterrupted. 

             

            When logging in with the correct username and password, I am receiving this error: "Login Failure: account password invalid”


            Reason

            The username field and passwords fields are both case sensitive.

            How to Check

            Check the exact username by finding your confirmation email, or by heading to the online user portal located here: https://eup.pointfuse.com/account/login.

            Solution

            Copy and paste your username into the username field, ensuring there are no extra characters (including spaces) at the end of the form). Contact Pointfuse Support to change your username if you are continually receiving this error. 


             

            I am still within my trial period, however when I open Pointfuse I am greeted by the login screen and can no longer log back in with my username and password.


            Reasons

            It is not possible to log back in to a trial once the software has been logged out. 

            Solutions

            Contact Pointfuse Support by raising a ticket. Include details of your username and instructions will be provided on how to reset your trial period. 

             

            Pointfuse displays either: “The PFC has an unsupported file version (error code 1152)” or "Warning. An error occurred while reading the point cloud file (error code 1010)"


            Reasons

            The point cloud file has become corrupted during the import.

            Often, the issue is caused by diacritics (accented letters like á and é) in the folder structure or names of files being used with Pointfuse.

            !   When importing a point cloud into Pointfuse, the software converts it into a native format: .PFC.

            How to Check

            Look at folder structure and file names.

            Solutions

            Rename folders or file names. Raise a ticket if the problem persists so that our support team can help.


             

            A point cloud has been imported, but when trying to display, it either will not open, or Pointfuse displays a blank screen


            Reasons

            1.       Import issues: The point cloud was corrupted on import. This might be because:

            ·         There are diacritics in file or folder names. See Pointfuse displays “The PFC has an unsupported file version (error code 1152)”.

            ·         The import was accidentally cancelled before completing.

            2.       Folder permissions: The Pointfuse project or associated files are in a folder that does not have full administration permissions.

            How to Check

            1.       Import issues: Check the PointCloud Data folder, in the Pointfuse project folder structure. There should be two files of the same name: one a .PFC, and one a .POF. If either is missing, something interrupted or corrupted the import.

            2.       Folder permissions: Ensure you have the correct permissions for the folder you are using, and check that there are no diacritics located anywhere in the directory. See Pointfuse displays “The PFC has an unsupported file version (error code 1152)”.

            Solution

            Create a new project in a suitable folder and repeat the import.

            The import can take some time for larger files, so take care not to accidentally cancel the import.


             

            A point cloud has been imported, but when trying to display it, Pointfuse closes unexpectedly

            Reason

            The graphics card drivers are out of date or the graphics card does not meet the minimum specifications for Pointfuse.

            How to Check

            Check the status and properties of the graphics card in the Windows Device Manager, then select Display Adaptors. 

            Pointfuse requires a dedicated graphics card that supports a minimum of OpenGL 3.3.

            Solution

            Use this document for advice on specifying your graphics card: specifyingyourgraphicscard.pdf

            Use the WIndows Device manager to ensure any graphics drivers are up to date. 

             

            During Generate Surfaces, Pointfuse displays “No surfaces were found. This may be because the ‘Resolution’ has been set to too small a value (error code 3000)


            Reasons

            Pointfuse failed to create any surfaces. Reasons can include:

            1.       File issues: Pointfuse cannot access the point cloud that it is trying to process.

            2.       RAM issues: The size (extents or data size) of the point cloud are too large for the computer to handle and/or the resolution has been set to too small a value for the computer to handle.

            3.       Resolution issues: The resolution has been set to a value that is smaller than the minimum distance between points.

            How to Check

            1.       File issues: Ensure you have the correct admin permissions for the folder you are using, and check that there are no diacritics located anywhere in the directory. See Pointfuse displays “The PFC has an unsupported file version (error code 1152)”.

            In Windows Explorer, check in the project’s Point Cloud Data folder. There should be at least one .PFC file. If this is not present, then something has interrupted/corrupted the import, and so you will need to import the point cloud again.

            2.       RAM issues: Pointfuse requires RAM. The amount required will increase proportional to the level of detail and size (extents) of the point cloud. If the required RAM exceeds the available RAM on the computer at any stage of the process, it will fail.

            3.       Resolution issues: Discover what type of device the point cloud has come from (photogrammetry, terrestrial laser scan, airborne LIDAR, mobile laser scan).

            Solutions

            1.       File issue: Create a new project in a suitable folder and repeat the import.

            The import can take some time for larger files, so you should take care not to accidentally cancel the import.

            2.       RAM issues:

            ·                Ensure that Pointfuse is the only program running on the computer during processing.

            ·                Use the Crop tool to split the point cloud into smaller sections, and then process these separately.

            ·                We recommend looking into Pointfuse Bolt, which allows unlimited scalability and faster processing times using cloud computing.

            3.       Resolution issues:

            ·         Recommend using one of the default processing profiles that is suited to the type of device used to create the point data.

            ·         Use the Crop tool to split the point cloud into smaller sections, and then process these separately.


            Updated: 13 Sep 2019 12:26 AM
            Helpful?  
            Help us to make this article better
            0 0