With proper imagery of a structure, Hover can generate 3D measurements and more for almost any project. If we aren't able to generate 3D measurements for one of your projects, you will receive an email notification, and see a prompt from the project details page to provide us with additional information.
Note: Refer to these articles if your exterior scan submission paused during the initial upload, or if you are experiencing a paused blueprint submission.
Root causes and how to unpause exterior scan submissions:
If additional information is required before generating 3D measurements for a project, we will provide clear, visible notifications that you will see from the project details page.
In this article, we provide examples of exterior scan notifications you may receive, and provide guidance for resolving an issue.
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Approval needed / pending
Approval needed / pending
Depending on your organization's workspace preferences, projects may require approval from a Hover Admin prior to the 3D measurement generation.
A Hover Admin(s) for your organization will need to tap Approve from the prompt
Cancelled
Cancelled
If you or someone else in your organization canceled a project, you will see the following notification:
Measurements needed
Measurements needed
In some instances, Hover may request a reference measurement to proceed.
You can provide a reference measurement of any door, garage door, or wall of the structure to proceed. However - whatever you choose to measure should already be visible in the exterior imagery you initially attempted to submit through the app.
Tap Add now and follow the in-app guide to submit a reference measurement of your choice
Payment failed
Payment failed
If there is no payment method on file, or if the card on file has expired, the exterior scan submission will be paused until the payment issue has been resolved.
If you are a Hover admin using the desktop app, you will be able to update the payment details from the notification, or by visiting your account settings menu.
If you are not a Hover admin, or you're using the mobile app, you will see the following notification to call the support team to resolve the issue:
Photos needed
Photos needed
There are multiple reasons an exterior scan submission may show a "Photos needed" notification. Tapping Add photos from the prompt will allow you to scan more of the exterior and that imagery will be added to the existing project.
Example: Blurry photos
If the imagery you submit through the Hover app is too blurry, you will be required to add clearer scans.
Corners needed
Make sure to stand as far back as you can while scanning the corners of a property so that the complete outline of the structure is visible. Close-up imagery will not work.
If clearer photos of the corners are required to continue, you will see that verbiage in the notification.
Lack of exterior photos
If additional exterior imagery is needed, you will see that verbiage in the notification:
Low resolution
If the resolution of the exterior scan imagery is too low, you will be required to add clearer scans.
Tip: close any background apps and make sure your device is connected to wifi, if possible
Nighttime photos
If you have no option but to scan a structure at night, make sure all the interior lights are on, and try to use additional, external lights to make it as visible as possible.
If the structure is not visible enough, you'll be asked to scan the property again in the daytime:
Obstructed photos
If there are heavy obstructions blocking key parts of a structure, the 3D measurements will not be generated until clearer imagery is received.
Tip: Walking to another spot to change your angle will help avoid large obstructions or get a better view:
Photos of photos
The 3D measurements cannot be generated from device screenshots. Similarly, using your phone's camera to take pictures rather than scanning through the Hover app will result in a paused project.
Too few images
If you only submit one or two exterior images, you will receive the notification and prompt to add more photos from each side and corner of the structure:
Unable to process
Unable to process
If a structure is not weathertight, the 3D measurements cannot be generated. Therefore, you will see the notification that the project is Unable to process.
As soon as the property is weathertight, tap Add photos and try again.
If you can't wait, try uploading the job from a blueprint.
Still have questions? Reach out to our support team.
Call us (+1.844.754.6837). We're real people and ready to help!
Email us ([email protected]). We'll usually reply in about 30 min.
Chat with us. We generally answer in less than 3 mins.