---
title: Common SNAP Scan Failures and How to Fix Them
description: Common SNAP by Fit3D scan capture failures and how to fix them to ensure accurate scans.
---

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# Common SNAP Scan Failures and How to Fix Them

## Most SNAP scan failures are easy to fix. Review the most common causes and how to complete a successful rescan.

Please see this video for how to capture a proper scan: [https://www.youtube.com/watch?v=8JhTeBUUBig](https://www.youtube.com/watch?v=8JhTeBUUBig)

Most SNAP scans process successfully within a few minutes. If a scan fails, the participant will receive an email asking them to take another scan.

In most cases, scan failures are caused by a few simple setup or positioning issues that are easy to correct.

**Here are the most common failure reasons and how to fix them:**

 

### Tablet Is Upside Down

If the SNAP tablet is mounted upside down, the scan may look like it captured correctly in the app but fail during processing because the camera recorded the scan upside down.

![fit3d\_tablet-guidance-1](https://service.fit3d.com/hs-fs/hubfs/fit3d_tablet-guidance-1.jpg?width=670&height=380&name=fit3d_tablet-guidance-1.jpg)

#### **How to check the tablet orientation:**

Look at where the power cable is connected:

- **Correct:** Power cable exits from the **bottom** of the tablet
- **Incorrect:** Power cable exits from the **top** of the tablet

If the power cable is coming out of the top, rotate the tablet 180° before taking another scan.

#### **How to prevent this from happening again:**

Turn on your tablet’s orientation lock so the screen cannot automatically rotate while SNAP is being used.

- **iPad / iOS:** Turn on **Portrait Orientation Lock**
- **Android / Samsung:** Turn off **Auto rotate** and lock the device in **Portrait** orientation

After correcting the tablet orientation, take a new scan.

> **Important:** An upside-down tablet may still make the scan capture experience look normal. The issue may not become apparent until the scan fails to process.

### Clothing Is Too Loose

Baggy shirts, shorts, dresses, jackets, or other loose clothing can make it difficult for SNAP to clearly identify the body's shape, which will lead to inaccurate measurement, shape, and body composition data.

![fit3d\_clothing-guidance](https://service.fit3d.com/hs-fs/hubfs/fit3d_clothing-guidance.jpg?width=670&height=390&name=fit3d_clothing-guidance.jpg)

**How to fix it:**  
Change into minimal, form-fitting clothing before rescanning.

 

### Hair Is Covering the Neck or Shoulders

Hair that is not tied completely above the upper neck line (jaw line) will interfere with neck, shoulder, and chest measurements.  If your hair is not tied completely above the neck line, your measurement, shape, and body composition data will be inaccurate.

**![fit3d\_hair\_neckline\_clear](https://service.fit3d.com/hs-fs/hubfs/fit3d_hair_neckline_clear.jpg?width=670&height=383&name=fit3d_hair_neckline_clear.jpg)**

**How to fix it:**  
Tie hair completely above the neckline before starting the scan (think bun, not ponytail).

 

### Shoes or Accessories Were Left On

If you scan with shoes, socks, watches, necklaces, bracelets and other accessories on, your measurement, shape, and body composition data and your data will be inaccurate.

**How to fix it:**  
Remove these items before rescanning.

 

### The Participant Did Not Complete a Smooth 360° Rotation

Turning too quickly, stopping during the scan, turning inconsistently, or failing to complete the full rotation can prevent SNAP from capturing the information it needs.

**![fit3d\_spin-guidance](https://service.fit3d.com/hs-fs/hubfs/fit3d_spin-guidance.jpg?width=670&height=389&name=fit3d_spin-guidance.jpg)**

**How to fix it:**  
Keep the head facing forward and rotate smoothly through a complete 360° turn in approximately 10 seconds.  Here is a video of a proper scan capture: [https://www.youtube.com/watch?v=8JhTeBUUBig](https://www.youtube.com/watch?v=8JhTeBUUBig)

 

### Incorrect Arm or Head Position During Scan

SNAP will not start until the user has their feet, arms, and head in the right position.  But if the user changes their arm angle, moves their head, or brings their feet substantially closer together or further apart, it may cause the scan to fail or produce inaccurate measurement, shape, and body composition data.

**How to fix it:**

- Keep the head facing straight and aligned with the shoulders
- Hold both arms approximately 30° away from the body
- Keep feet shoulder width while rotating
- Maintain the pose throughout your rotation
- Here is a video of a proper scan capture: [https://www.youtube.com/watch?v=8JhTeBUUBig](https://www.youtube.com/watch?v=8JhTeBUUBig)

### The Scan Area Is Too Cluttered

Mirrors, reflective objects, clutter, or background objects can interfere with the body's outline.

**How to fix it:**

- Remove clutter from the scanning area
- Avoid mirrors and highly reflective objects
- Maintain 4 to 7 feet of clear space in front of the tablet
- Make sure there is enough room for a comfortable 360° rotation

 

### Lighting Is Poor

SNAP works best when the participant is clearly visible.

**How to fix it:**  
Use consistently bright overhead lighting. Normal office or gym lighting is typically sufficient.

 

### Height or Weight Was Entered Incorrectly

Incorrect participant information can contribute to unexpected or inconsistent results.

**How to fix it:**  
Confirm the participant's height and weight before completing the rescan.

 

### What If the Scan Processes but the Results Look Wrong?

A successful scan can occasionally produce results that appear unusual if the scan conditions were not ideal.

Before interpreting questionable results, verify:

- The correct participant and scan were selected
- Height and weight are correct
- Clothing was form fitting
- Hair and beards were properly secured
- Shoes and accessories were removed
- Arm and head positioning were correct
- The participant completed a smooth rotation
- Lighting and background conditions were appropriate

 

If the scan conditions were questionable, complete another scan before using the results to make decisions.

 

### When Should I Contact Fit3D?

Email **[help@fit3d.com](mailto:help@fit3d.com)** if:

- A rescan also fails
- The result appears physically unrealistic
- Two properly completed scans show a major unexplained difference
- Important wellness metrics are missing
- You are unsure whether the scan was captured correctly

Our team can help determine whether the issue is related to scan technique, account setup, or something that requires additional troubleshooting.

 

Need More Help?

For complete scan preparation and troubleshooting guidance, review the [SNAP Success Playbook](https://service.fit3d.com/hubfs/SNAP_Success_Playbook.pdf?hsLang=en)

You can also email **[help@fit3d.com](mailto:help@fit3d.com)** anytime for assistance.

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