> For the complete documentation index, see [llms.txt](https://help.visuary.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.visuary.com/guide-visuary-en/the-scan/solve-a-scan-issue.md).
# Solve a scan issue
### The "Scan" button is greyed out
Two possible reasons:
**Your device isn't compatible:** The scan requires a LiDAR sensor, available only on iPhone Pro 12 or later and iPad Pro 2020 or later.
See here the full list of compatible devices
* iPhone Pro/Pro Max 12
* iPhone Pro/Pro Max 13
* iPhone Pro/Pro Max 14
* iPhone Pro/Pro Max 15
* iPhone Pro/Pro Max 16
* iPhone Pro/Pro Max 17
* iPad Pro 11 inches (2020)
* iPad Pro 12.9 inches (2020)
* iPad Pro 11 inches (2021)
* iPad Pro 12.9 inches (2021)
* iPad Pro 11 inches (2022)
* iPad Pro 12.9 inches (2022)
* iPad Pro 11 inches (2024)
* iPad Pro 13 inches (2024)
**You're using Visuary in a browser:** The scan is only available in the Visuary app, downloadable from the App Store. It isn't accessible from a web browser.
***
### The scan doesn't work even though my device is compatible
1. **The LiDAR sensor may be faulty.** If the white lines don't appear when the scan starts, test whether your LiDAR is working properly.
Expand this menu to test whether LiDAR is working properly
1. Download the app ***Epic Marble Run*** on your device (available from the Apple Store)
If your LiDAR works, a white grid appears on screen on all surfaces in the room, and you can place the game platform on the floor or on an element in the room.
{% hint style="info" %}
If you don't see these elements or can't use the app, your LiDAR is probably faulty.\
\
We recommend trying to:\
\- Clean the LiDAR sensor with a cloth\
\- Restart your device
Then try launching the app again ***Epic Marble Run.***
\
If the problem persists, we suggest reaching out to a specialist to diagnose your device.
{% endhint %}
{% hint style="warning" %}
If the message below appears, your device doesn't have a LiDAR sensor.
{% endhint %}
2. **Camera access isn't allowed.** If the screen stays black when you start a new scan, Visuary probably doesn't have permission to access your camera.
To enable camera access:
Open your device's Settings app
Type "Visuary" in the search bar
Enable camera access
3. **Your iOS is too old.** If nothing happens when you tap "Finalize scan", your iOS or iPadOS operating system is probably too old. The scan only works from iOS 17 onward. Update your device and turn on automatic updates to avoid this problem in the future.
***
#### I can't save my scan
**Network connection issue:** Without a connection, your scan is saved locally on your device but can't be exported. Wait until you're back online, then save again.
**A Zone is misrecognized:** If saving fails despite a stable connection, a scanned Zone may be the cause, especially if you paused during the scan or moved around without scanning.
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To identify the problematic Zone: deselect a Zone and try saving. If it still doesn't work, repeat the process with the other Zones until you find the one that's causing the issue.
{% hint style="info" %}
The unchecked Zones won't be permanently deleted, because the device automatically saves the last 5 scans, so you can recover them if needed. To learn more, click [**here**](#je-ne-retrouve-pas-ma-capture)**.**
{% endhint %}
**As a last resort:** press and hold the "Finalize scan" button for about 20 seconds to download the raw data. Send the complete file to , and we'll try to recover your project.
{% hint style="success" %}
### How to contact us
Chat is available to talk with our live team, Monday to Friday from 9:30 am to 5:30 pm, on every page of the platform. Click this icon. \
\
You can also leave us a message at **07 45 88 35 01** with your request — we'll call you back soon. **This number is also available on WhatsApp.**
{% endhint %}
***
### I can't find my scan
The last 5 scans are always stored locally on your scan device (iPad Pro or iPhone Pro).
To recover an unexported scan, follow these steps:
1. Open the Visuary app
2. Click on **New project** > **Scan the Dwelling / Housing unit** > **Resume previous scan** : select here the scan you want to save.
3. You should see all the Zones scanned during this scan appear.
4. To save this scan permanently, click **Finalize scan**, then **Save and import**.
If your scan includes sloped ceilings, remember to tick the "Enable sloped-ceiling import" option before importing.
If the floor plan still doesn't appear in your Workspace, refresh the page (top right of the interface). 
{% hint style="warning" %}
**Do you have multiple accounts?** Make sure you're signed in with the right account in the app and on the web. If the scan was done from a different account, share the plan from one account to the other by signing in to your second account in private browsing or from another device.
{% endhint %}
***
### I can't record voice comments
If the record button doesn't respond, Visuary probably doesn't have permission to access your microphone.
{% hint style="info" %}
**To enable microphone access:**
1. Open your device's Settings app
2. Type "Visuary" in the search bar
3. Enable microphone and speech recognition access
{% endhint %}
***
### The floor plan from my scan seems incorrect
It can happen that the generated floor plan shows some differences from what's actually there. In most cases, this is due to a scan done too quickly or to a Geolocation issue during the scan.\
\ See scan best practices
\
Follow the steps below according to your situation to correct the floor plan and make it match what's actually there.
#### The continuity between walls is not correct:
{% embed url="" %}
Fix wall continuity
{% endembed %}
If wall continuity is not correct:
1. **Zoom in as much as possible** on the floor plan to see the corners and wall junctions.
2. **Activate the "Scan" Layer** to show the location of walls (in green) and openings (in yellow) recorded during the scan.
3. **Delete the wall segments** that don't seem consistent with the existing layout of the Dwelling / Housing unit.
#### Some rooms are not recognised
{% embed url="" %}
Some rooms on the floor plan are not recognised
{% endembed %}
If a room is cross-hatched, with no area displayed or ability to add elements:
1. Zoom in as much as possible on the floor plan and look at each wall corner to check the Wall junctions; sometimes the walls seem well connected, but that is not always the case.
2. **Adjust the wall positions** to correct their Wall junctions until the **room area is shown in white**, a sign that it is recognised again.
{% hint style="info" %}
The adjacent wall turns blue when the two walls are correctly connected at the Wall junction.
{% endhint %}
#### The room area seems incorrect or does not appear:
{% embed url="" %}
The room area seems incorrect
{% endembed %}
If a room's area seems incorrect even though the room is correctly detected:
1. **Hover over the Zone with your mouse** to highlight it in grey and view the full Zone.
2. **Zoom in as much as possible** on the plan to adjust the position of the walls and **correct their Wall junctions**. The Zone will then be automatically split into two separate spaces.
{% hint style="info" %}
The adjacent wall turns blue when the two walls are correctly connected at the Wall junction.
{% endhint %}
***
### Contact support
{% hint style="success" %}
### How to contact us
Chat is available to talk with our live team, Monday to Friday from 9:30 am to 5:30 pm, on every page of the platform. Click this icon. \
\
You can also leave us a message at **07 45 88 35 01** with your request — we'll call you back soon. **This number is also available on WhatsApp.**
{% endhint %}
***
---
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