> For the complete documentation index, see [llms.txt](https://help.movin3d.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.movin3d.com/movin-tracin-stage/reference/troubleshooting.md). # Troubleshooting Symptoms and fixes for the workspace not opening, a missing or disconnected sensor, no data, and output not arriving — plus what to send MOVIN support. Find the symptom, try the action, and if it does not help, [contact support](#what-to-include-in-a-support-request). 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** — open `http://localhost:8000` in a browser. * **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 **Detect again** 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. Confirm the stop to open it. ## 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; the show continues on the rest. Check its power and network cable. If it cannot be brought back now, select **Acknowledge** to quiet the alert. ## The receiving application gets no data 1. Check **Target IP** and **Target port** under **OSC output**. If you changed them while the pipeline was running, select the **Apply** button next to 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](/movin-tracin-stage/running-a-show/running-a-show.md#recording-for-diagnosis) if useful --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter: ``` GET https://help.movin3d.com/movin-tracin-stage/reference/troubleshooting.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.