Capture and on-site questions
My capture has missing sections or the rear externals are not there. What happened?
This is usually caused by a split capture — the capture was stopped rather than paused mid-site. See the full guide: Split captures and missing sections — what happened and what to do.
My digital twin has alignment issues, blurry areas, or rooms that do not connect properly.
The most common causes are inconsistent lighting, closed doors during capture, or incorrect pausing technique. See: Capture Quality — Getting Consistent Results.
How do I pause a capture without ending it?
Tap the Pause button in the AIM Capture app. Do not tap End Data Capture unless you have fully finished the site. When you resume, walk back over the last few metres you covered before pausing to create overlap for the processing algorithm.
Do I need to calibrate the gyroscope before every capture?
Calibrate at the start of each day and after any significant knock or drop. Open the Insta360 app, go to Camera Settings, and select Gyro Calibration. It takes less than 30 seconds. See: Capture Quality — Getting Consistent Results.
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Upload and processing questions
My capture shows in the console but there is nothing to view. What is going on?
The upload completing and the model being ready are two separate steps. If you uploaded recently, wait a few hours. If it has been more than 24 hours, contact support. See the full guide: My capture shows in the console but there is no data to view.
The console is showing the wrong property for my site.
Do not delete or re-upload anything. Contact AIM support immediately with the site address, capture date, and a screenshot. See: My capture shows in the console but there is no data to view.
My upload is stuck and not moving. What do I do?
Check the AIM Capture app home screen for the upload status. Ensure you have a stable Wi-Fi or mobile data connection. Uploads resume automatically — you do not need to restart them. If it has been stuck for several hours, contact support.
How long does processing take?
Typically a few hours. Larger captures or high queue volumes can take longer. You will receive a notification when your model is ready. See: 1.6 - Uploading Your Capture and What Happens Next.
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Platform and viewer questions
How do I take a screenshot or print what I am looking at in the viewer?
Use Windows key + Shift + S (Windows) or Command + Shift + 4 (Mac) to screenshot. For PDF, use Ctrl/Command + P and save as PDF. See: How to take a screenshot or print from the AIM viewer.
How do I change measurements from metres to feet, or vice versa?
Units are set at site level in the site's Configuration Settings. See: How to change measurement units in AIM.
The site pin is in the wrong location on the map. How do I move it?
Go to the site's edit view and drag the pin or re-enter the address. See: How to move or correct a site's map location.
How do I share a site with someone who does not have an AIM account?
Use the Site Shares feature to generate a guest link. See: 3.4 - Sharing Sites with External Users (Site Shares).
How do I add measurements to a model?
See: 3.1 - Using the Measurement Tool.
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Account and access questions
I am seeing an "Insufficient permissions" error. What does this mean?
Your user role does not include access to perform that action. Contact your AIM account administrator to update your role. Reading a help article will not fix this. See: Insufficient permissions — what this means and how to fix it.
How do I add a new user to my AIM account?
See: 4.1 - Creating and Managing Users. You need Platform Administrator access or higher to add users.
How do I create a new site?
See: 4.3 - Creating Sites (Individual and Bulk Import) for both single site creation and CSV bulk import.
How do I set up a project?
See: 4.2 - Setting Up Projects.
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Still need help?
If your question is not answered here, contact the AIM support team directly via this help centre. Include as much detail as you can — site name, postcode, capture date, and a screenshot if relevant — and we will come back to you as quickly as possible.