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Common SNAP Errors and Troubleshooting

In this article you will find common errors relating to SNAP set up and how to troubleshoot them

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. 

  • Check to ensure your tablet is in portrait orientation and that it is right side up with the camera lens at the top. (You will note that the charging port is on the bottom and the volume and power controls are on the right-hand side in the correct orientation.)

    • I would also lock the tablet orientation to avoid issues
  • Log in again to the SNAP app to scan, and ensure that you or your client follows all steps as indicated on the screen.
    • Ensure that you rotate fully, following the countdown cues from the app
    • Once you have heard the ping from the app, click continue for the scan to be processed. This typically takes about 3-5 minutes

Common SNAP User Errors & How to Troubleshoot Them

A reference guide for CSMs supporting SNAP clients during onboarding and ongoing use

1. Tablet Orientation Issues

The error: Scans get stuck "uploading" or "in progress" and never complete.

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. Skipping App/Login Steps

The error: Scan errors or incomplete results trace back to clients not following on-screen prompts.

The fix: Have the client log back into the SNAP app fresh before scanning, and follow every step exactly as shown on screen — including a full rotation that follows the countdown cues. After the ping, they must tap Continue for processing to begin (this typically takes 3–5 minutes). If a scan doesn't reach "completed," the simplest fix is usually just rescanning correctly rather than troubleshooting hardware.

3. Incorrect Arm Placement

The error: Missing or inaccurate body measurements, even when the scan technically completes.

The fix: Arms should be 24–36 inches apart (wrist to wrist), ideally closer to 24". If arms are held too high or too wide, the scan can still process but key measurements may be dropped or skewed. A piece of tape on the floor or a yardstick as a visual reference helps clients self-correct — most clients won't need this, but it's a great fix for repeat offenders.

4. 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.

5. 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.

6. 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.

7. Outdated App Version

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

The fix: Have the client/facility check their SNAP app version and update if outdated. This is worth a quick check before deeper troubleshooting, especially at multi-location accounts where one facility's tablet may have missed an update.