Common SNAP Errors and Troubleshooting

If you are experiencing multiple scanning errors on your SNAP system, please refer to some of the common issues below to troubleshoot.

If your scans are consistently being marked as uploading or in progress, please try the troubleshooting steps below to address common issues. If you had a few scans not reach the completed phase, you can have the client scan again, ensuring they follow all instructions listed. 

Common SNAP User Errors & How to Troubleshoot Them

1. Tablet Orientation Issues

The error: User completes the scan, but then the report comes back as "failed."

The fix: The tablet must be in portrait orientation, right side up (charging port on the bottom, volume/power controls on the right when oriented correctly). Lock the screen orientation on the tablet to prevent it from rotating between scans or being mounted upside down— this is one of the most common root causes of failed scans.

2. Rotating Too Slow or Too Fast

The error: The scan fails partway through, freezes, or produces a distorted/incomplete 3D model.

The fix: The app's countdown cues are paced to match the rotation speed it needs to capture a clean 360° pass — clients should match their turn speed to the countdown, not rush ahead of it or lag behind it. Coach clients to do one smooth, continuous, steady rotation rather than stopping and starting, shuffling their feet, or over-correcting mid-turn. If a client tends to rush (common with first-timers who are nervous), have them do a practice "dry run" rotation without starting the actual scan first.

3. Stepping Out of Frame Mid-Scan

The error: Scan stalls, throws an error, or comes back with missing measurements.

The fix: The client needs to stay centered within the on-screen body outline for the entire rotation — not just at the start. Drifting forward, backward, or sideways during the turn (common when people get a little off-balance while rotating) can push part of the body out of frame. Remind clients to rotate in place around a fixed center point, almost like a pivot, rather than walking the turn. Marking a spot on the floor (the same tape/yardstick trick used for arm placement) gives them a visual anchor to rotate around.

4. Other People or Objects in the Tablet's View

The error: Failed or corrupted scans, even when the client themselves did everything right.

The fix: The tablet's camera needs a clean, unobstructed view of only the person being scanned. Bystanders, other clients walking by, staff in the background, gym equipment, bags, or pets in frame can all interfere with the scan capture and cause it to fail or generate bad data. Before starting:

• Clear the scan area of other people — including the person operating the tablet, if they're not stepping back out of frame
• Move loose equipment, bags, or signage out of the camera's line of sight
• If the SNAP station is in a high-traffic area, consider scheduling scans during quieter periods or using a side room/corner with a plain background

5. Standing Too Close or Too Far from the Tablet

The error: Distorted proportions, cropped body parts, or inaccurate circumference/volume calculations.

The fix: Most users should stand 5–7 feet (1.5–2 meters) from the tablet, with the tablet mounted at roughly waist height (~40 in / 100 cm). Taller clients may need to stand slightly farther back; shorter clients slightly closer. Before starting, confirm the entire body — head to feet — is visible and the on-screen outline fully contains the person. The app will tell you to move closer or further to get the full body in view.

6. Loose Clothing and Hair

The error: Inaccurate body composition results or scan rejection.

The fix: Clients should wear form-fitted clothing, and tie hair up above the neck before scanning. This should be called out explicitly in pre-scan instructions — it's an easy miss for first-time scanners.

7. Poor Lighting / Background Clutter

The error: Color scans appear dark, washed out, or visually inconsistent.

The fix: Keep the scanning area well-lit and clear of background objects or interference. Consistent lighting also helps the avatar/color scan look its best for client-facing presentation.

8. Outdated App Version

The error: Errors that don't match any of the above — often resolved simply by updating.

The fix: Check the SNAP app version and update if outdated.