Reviewed for RENDR 3.0
Description
Can’t find one of your scans? This guide walks you through the most common causes of a missing Space and how to restore or synchronize it. In most cases, your scan is either archived or waiting to sync from the device that originally captured it.
In This Article You’ll Learn
How to determine why a scan appears to be missing
How archived Spaces work
How to force a cloud sync from iPhone or iPad
What to do if a scan still doesn’t appear
When to contact RENDR Support
Overview
If you can’t find a scan, don’t panic.
Most “missing” scans fall into one of two categories:
The scan has been archived because it hasn’t been accessed recently.
The scan hasn’t finished syncing to the cloud from the iPhone or iPad that originally created it.
The troubleshooting steps below will help you determine which situation applies.
RENDR Principle
Scans are always uploaded from the iPhone or iPad that created them.
If a Space hasn’t synchronized, begin troubleshooting on the original scanning device.
Start Here
How old is the missing scan?
If the scan is… | Next Step |
More than 60 days old | Go to Archived Spaces below. |
Less than 60 days old | Continue to Cloud Sync Troubleshooting. |
Archived Spaces
Spaces that haven’t been accessed for an extended period may be automatically archived.
Archived Spaces aren’t deleted—they’re simply moved out of your active workspace.
To restore an archived Space, follow the instructions in:
If your missing scan is less than 60 days old, continue below.
Cloud Sync Troubleshooting
Step 1 — Where are you looking for the scan?
You’re looking on… | Next Step |
Web | Continue below. |
iPhone or iPad | Verify you’re using the same device that originally scanned the Space. |
Step 2 — Use the device that created the scan
Open the same iPhone or iPad that was used to capture the missing Space.
‼️ If you scanned the project using a different device, the scan will only sync from that original device.
Step 3 — Is the scan on the device?
Result | Next Step |
Yes | Continue to Check the Cloud Status. |
No | Contact RENDR Support. |
Reviewed for RENDR 3.0
Description
Can’t find one of your scans? This guide walks you through the most common causes of a missing Space and how to restore or synchronize it. In most cases, your scan is either archived or waiting to sync from the device that originally captured it.
In This Article You’ll Learn
How to determine why a scan appears to be missing
How archived Spaces work
How to force a cloud sync from iPhone or iPad
What to do if a scan still doesn’t appear
When to contact RENDR Support
Overview
If you can’t find a scan, don’t panic.
Most “missing” scans fall into one of two categories:
The scan has been archived because it hasn’t been accessed recently.
The scan hasn’t finished syncing to the cloud from the iPhone or iPad that originally created it.
The troubleshooting steps below will help you determine which situation applies.
RENDR Principle
Scans are always uploaded from the iPhone or iPad that created them.
If a Space hasn’t synchronized, begin troubleshooting on the original scanning device.
Start Here
How old is the missing scan?
If the scan is… | Next Step |
More than 60 days old | Go to Archived Spaces below. |
Less than 60 days old | Continue to Cloud Sync Troubleshooting. |
Archived Spaces
Spaces that haven’t been accessed for an extended period may be automatically archived.
Archived Spaces aren’t deleted—they’re simply moved out of your active workspace.
To restore an archived Space, follow the instructions in:
If your missing scan is less than 60 days old, continue below.
Cloud Sync Troubleshooting
Step 1 — Where are you looking for the scan?
You’re looking on… | Next Step |
Web | Continue below. |
iPhone or iPad | Verify you’re using the same device that originally scanned the Space. |
Step 2 — Use the device that created the scan
Open the same iPhone or iPad that was used to capture the missing Space.
‼️ If you scanned the project using a different device, the scan will only sync from that original device.
Step 3 — Is the scan on the device?
Result | Next Step |
Yes | Continue to Check the Cloud Status. |
No | Contact RENDR Support. |
4. Check the Cloud Status
If the missing Space appears on the original iPhone or iPad, review the cloud status icon shown on the Space.
The cloud icon tells you whether the Space has successfully synchronized with the RENDR Cloud and determines the next troubleshooting step.
Cloud Status | What It Means | What To Do |
🟢 Green cloud with a checkmark | The Space has successfully synchronized and is safely stored in the RENDR Cloud. | Refresh the Web application and verify you’re signed into the correct RENDR account and viewing the correct Project. If the Space still doesn’t appear, contact RENDR Support. |
🔴 Red cloud with a slash | The Space has not yet been uploaded to the cloud. This commonly occurs after scanning offline or when the device loses its internet connection. | Connect the device to the internet, pull down on the Spaces list to refresh, then tap the cloud icon to retry the upload. Leave the app open until synchronization completes. |
🔴 Red cloud with a checkmark | The original scan is backed up, but recent edits haven’t synchronized yet. | Pull down to refresh or tap the cloud icon to upload the latest edits. Wait for synchronization to complete before checking Web again. |
🟢 Green cloud with a slash | The app believes the Space has synchronized, but the server hasn’t confirmed the upload. This state should normally resolve automatically, but older app versions could occasionally become stuck. | Continue to Step 5 below. |
5. Green Cloud with a Slash Won’t Clear
If the Space continues showing a green cloud with a slash, first verify that you’re running RENDR 3.0.1 or later.
Version 3.0.1 includes a fix for an issue that could prevent some Spaces from completing synchronization.
After updating:
Reopen the RENDR app.
Locate the affected Space.
Tap the green cloud-slash icon to manually retry synchronization.
Leave the app open until the upload completes.
Refresh the Web application and verify the Space appears.
If the icon still doesn’t change after these steps, contact RENDR Support.
Still Missing?
If you’ve completed the troubleshooting steps above and the Space still isn’t available:
Verify you’re using the original device that captured the scan.
Confirm the device has a stable internet connection.
Confirm you’re running the latest version of RENDR.
Refresh both the iOS app and the Web application.
Verify you’re signed into the correct RENDR account.
If the Space still can’t be located, contact RENDR Support through Intercom.
When contacting Support, include:
The name of the missing Space
The device used to create it
The cloud status icon currently shown
Your RENDR app version
This information helps our team investigate synchronization issues much more quickly.
Troubleshooting Decision Tree
Question | Yes | No |
Is the scan older than 60 days? | Restore the archived Space. | Continue below. |
Are you using the original device that scanned the Space? | Continue below. | Switch to the original scanning device. |
Does the Space appear on that device? | Check the cloud status icon. | Contact RENDR Support. |
Does the Space show a 🟢 Green cloud with a checkmark? | Refresh Web and verify the correct account and Project. | Continue below. |
Does the Space show a 🔴 Red cloud with a slash? | Connect to the internet, pull to refresh, then tap the cloud icon to retry synchronization. | Continue below. |
Does the Space show a 🔴 Red cloud with a checkmark? | Pull to refresh or tap the cloud icon to synchronize your latest edits. | Continue below. |
Does the Space show a 🟢 Green cloud with a slash? | Update to RENDR 3.0.1 or later, reopen the app, and tap the cloud icon to retry synchronization. | Contact RENDR Support. |
Is the Space still missing after completing the appropriate sync steps? | Contact RENDR Support. | Your Space should now be available. |
Best Practices
💡 Allow scans to finish synchronizing before closing the app.
💡 Keep RENDR updated to the latest version.
💡 If you use multiple devices, remember that a Space always synchronizes from the device that originally captured it.
Frequently Asked Questions
Why can I see my scan on my iPad but not on Web?
The Space most likely hasn’t finished synchronizing. Open the original scanning device and check its cloud status icon.
What does the green cloud with a checkmark mean?
It confirms the Space has successfully synchronized and is safely stored in the RENDR Cloud.
What does the red cloud with a slash mean?
The Space hasn’t uploaded yet. Connect to the internet and retry synchronization.
What does the red cloud with a checkmark mean?
Your original scan is backed up, but recent edits still need to synchronize.
What does the green cloud with a slash mean?
The app is waiting for the server to confirm synchronization. Update to RENDR 3.0.1 or later if the icon remains after retrying the sync.
My scan disappeared after a few months.
It was likely archived automatically. See Restoring Archived Spaces for instructions.
None of these steps worked. What should I do?
Contact RENDR Support. Our team can review the synchronization status of your Space and help determine the next steps.