Troubleshooting

Find the symptom, try the action, and if it does not help, contact support. During a show, Restart briefly interrupts processing and output.

The workspace does not open#

• No signal — check monitor power, the selected input, and the HDMI cable.
• Desktop only (the screen was closed) — double-click the MOVIN TRACIN Stage icon on the desktop. Rebooting the server also brings it back.
• An error is shown — report the text to MOVIN support.

A sensor is missing or shows Disconnected#

Check its power and network cable, then select Reconnect under Connect sensors.

A sensor shows Standby or No data#

It is connected but not streaming. In Calibration Step 1, select Sensor stream → Try again. Otherwise open Settings to start the pipeline, or Restart if it is already running.

PTP sync never turns green#

Contact your MOVIN support team.

The view stays empty#

The first 5–15 seconds after starting are normal. After that, check the Sensors indicator and the viewport Display selection, then Restart.

The 3D scene looks flat#

Contact your MOVIN support team.

The scene is misaligned (doubled walls)#

A sensor has moved or the saved calibration no longer fits. Stop the pipeline and recalibrate.

Calibration cannot be opened#

It is locked while the pipeline runs. Select Calibrate sensors and confirm Stop & edit calibration, or select Pipeline → Stop pipeline. Live output stops; select GO LIVE again to resume.

Settings is locked or Start pipeline is disabled after a sensor change#

A connected LiDAR is not calibrated — the rail reads LiDAR N not calibrated — Recalibrate. Recalibrate with every connected sensor, or disconnect the new one.

If the rail reads Sensor set changed — press Reconnect instead, a LiDAR was unplugged or added after Connect. Open Connect sensors and press Reconnect. If the connected set no longer matches the saved calibration, recalibrate.

Calibration Confirm is disabled#

In Step 2, keep collecting until every sensor is ready. In Step 5, wait a few seconds after World solve completes.

A residual warning appears after refining#

Collect more with Capture more, then Refine again. If it persists, contact support.

Background learning does not complete#

The pipeline must be running and the stage empty. Turn Remove background off and on, then choose Learn a new one.

A person at the stage edge is not tracked#

Check the capture-zone bounds, blocked sensor views, and Max tracked people.

A LiDAR offline alert appears during a show#

One sensor stopped sending, for example LiDAR 204 offline — running on 3 of 4, reduced coverage. The show continues on the rest, with less coverage where that sensor was looking, and Sensors in the top bar shows 3/4.

Check its power and network cable. If it cannot be brought back now, select Acknowledge on the alert. The warning stays quiet for the rest of the run; the sensor list and the count keep showing it.

A sensor is flagged as tilted#

If a stand is bumped or a clamp slips, a line such as 202 has tilted 24.2° — check it. You may need to recalibrate. appears under Sensors in the Live panel, and that sensor's chip and Sensors in the top bar turn orange. 202 is not where it was calibrated means it no longer matches the saved calibration.

Check its stand and clamp. If it has moved, recalibrate after the show.

The receiving application gets no data#

1. Check Target IP and Target port under OSC output. A value saves when you leave the field. While LIVE the fields are locked — END LIVE to change them.
2. Select Test connection. If the computer answers but /movin/test does not appear, check the receiving port, UDP input, address filter, and firewall.
3. If the test arrives but show data does not, check that you are LIVE and that the selected Source contains points.

A "Backend unreachable" banner appears#

The control service is not responding. Wait a moment; if it persists, contact support.

What to include in a support request#

Use the MOVIN contact provided with your delivery or installation, and send:

• The installation location and when the problem began
• A screenshot showing the top status and Sensors, plus any error text
• What changed since the last successful run (sensors, set, settings)
• For reception issues: the application, Target IP and port, and whether /movin/test arrives
• A diagnostic recording if useful