Troubleshooting

Troubleshooting

Each entry is symptom, then what to do. The Build tab keeps a log of every build; copy it into a support request together with the exact message.

Installation

macOS says the app is “damaged” or from an unidentified developer

Right-click the app and choose Open once. If it still refuses:

xattr -dr com.apple.quarantine /Applications/Rotavue.app

Activation

”Too many activation attempts”

Activation is rate limited. Wait for the time shown (15 minutes) and try again.

Activation fails or hangs

Check that you are online and that your computer’s clock is correct (signed tokens are time-checked). If the key is rejected, make sure you copied all four groups (O2VR-XXXX-XXXX-XXXX-XXXX). If the message mentions seats, deactivate another machine from the customer portal.

The app asks me to activate again after a refund, cancellation or plan change

The server is the source of truth: a revoked licence is detected at the next check and the paid features switch off. After a plan change the new features appear at the next check; restarting the app forces one.

Building

”N image(s) failed to preprocess”

At least one photo cannot be read (a damaged file or an unsupported format). The build log names it. Replace or remove it and build again.

”All photos must be the same size; most are W x H but N differ”

The viewer lays every frame out from one geometry, so every photo needs the same pixel size. The message lists the odd ones; re-export them at the common size.

The frames play in the wrong order

Photos are ordered by file name (natural order: img2 before img10). Names that carry both a column and a row (h_03_v_01, r01_c03) are placed on the grid by those numbers. Rename the files so the order is what you shot.

The grid “does not match” the number of photos

The preview falls back to a single ring when columns x rows differs from the number of photos. Fix the columns/rows on the Configuration tab or add the missing photos.

”AI worker not found” or an AI stage fails at once

The worker is part of the app bundle. Reinstall the app from the original download; do not move the app out of its bundle. If your licence does not include the stage, the message says so.

A build is slow

See the timings in AI Engines. Turn off stages you do not need, or lower the Working Resolution. You can cancel a build at any time; a cancelled or failed build keeps the previous successful one.

The preview is gone after a failed build

It is not: the previous build is restored when a build fails or is cancelled. If the preview still shows the raw photos, build once successfully.

Quality

The viewer looks soft when zoomed

The viewer is only as sharp as your photos and the Working Resolution (2048 px by default). Raise the working resolution and Tile Quality, or shoot at a higher resolution. Super resolution rarely helps.

A hotspot jumps around while the object turns

Hotspots stay at a fixed place on the picture, not on the object. Limit each hotspot to the few frames where the spot is visible (see Hotspots).

Exports

The exported viewer is blank when I open index.html

Browsers block loading files from disk. Serve the folder over HTTP (any static host, or python3 -m http.server in the folder).

The export is large

Check the number of frames and the Working Resolution; every frame becomes a pyramid of tiles. Opaque photos export as JPEG, transparent frames as WebP.

Cloud sync

”Push rejected” or an over-quota message

Cloud sync stores the latest project file per project, with a per-plan storage limit (Studio 10 GiB, Enterprise 50 GiB). Delete projects you no longer need from the cloud list.

Getting help

Write to vietprohub@gmail.com with the build log, the exact message and your app version (Settings > About).