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 — open
http://localhost:8000in 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
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.
Select Test connection. If the computer answers but
/movin/testdoes not appear, check the receiving port, UDP input, address filter, and firewall.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/testarrivesA diagnostic recording if useful
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