What this means
You have received a notification that your capture is complete and you can see the site in the AIM console, but when you open it there is no 3D model to navigate, the capture is blank, or it is showing a property that does not match your site. This article covers the most common causes and what to do in each case.
1. Processing is still in progress
The upload completing and the model being ready to view are two separate steps. After your data uploads, it enters the AIM processing queue where photogrammetry runs on the images. This typically takes a few hours but can take longer during busy periods or for large captures.
If the capture was uploaded recently, wait a few hours and check again before contacting support. You will receive a notification when the model is ready to view.
2. The upload did not complete
If your phone lost connectivity during the upload, the transfer may have stalled. Open the AIM Capture app and check the status of the upload on the home screen. If it shows as paused or incomplete, ensure you are on a stable Wi-Fi or mobile data connection and allow the upload to resume and finish.
Uploads resume automatically — you do not need to start them again from scratch.
3. The console is showing a capture from a different property
If you can see a 3D model but it is clearly the wrong property, this is a data association issue. This can happen if two captures were started close together in time or if the site was selected incorrectly in the app before recording began.
Do not attempt to delete or re-upload anything. Contact the AIM support team immediately with the following information:
- The postcode or address of the site you captured
- The date and approximate time of the capture
- A screenshot showing what the console is currently displaying
The processing team can investigate the data on the backend and correct the association.
4. Processing failed
In some cases the processing pipeline is unable to produce a usable model from the uploaded data. Common causes include a capture that was too short, excessive data gaps caused by an accidental stop mid-capture, or a connectivity issue that corrupted the transfer.
If the status in the console shows an error or the model never appears after 24 hours, contact the AIM support team with the site name and capture date. We will review the raw data and advise on whether a re-capture is needed or whether the data is recoverable.
When to contact support
Contact the AIM support team if:
- The model has not appeared after 24 hours
- The console is showing the wrong property
- The capture shows an error state
- Your upload appears stuck and will not resume
When you get in touch, include the site name, postcode, capture date, and a screenshot of what you are seeing. This helps us investigate quickly without needing to go back and forth.