EXStar Hub crashes constantly when processing scans, Wifi Does not function 90% of the time

[JJDesign]

I recently purchased a new Rockit scanner, and I must say, I’m a bit disappointed.

I’m running it on a 2023 Macbook Pro M2 Max with 96gb of RAM.

Hardware issues-
The unit MUST be connected to USB, Wifi is un-useable. As i would like to use this on a professional level for scanning vehicles, this is extremely disappointing. Tracking is also not great…

Software Issues-
Occasionally, EXStar Hub crashes while scanning. I have uninstalled and reinstalled the latest version several times.

For my first test of the product, I chose to scan only the trunk area of a vehicle. I have tried both IR and Laser, with resolutions of .35-.5, up to 1mm- which should be perfectly do-able to create useable data. 1mm is a bit rough for what I need, honestly. I’d prefer to be scanning higher resolution.

But the big issue is- even if it completes the scan, the software guaranteed 100% to crash while processing the point-cloud, meaning that receiving useable data is impossible. So you can see/spin your scan, but you can’t do anything with it. Highly frustrating.

It will typically sit at 21 or 26%, sometimes for 10 minutes, sometimes for 2-3 hours and occasionally reach 41%, but then will always crash.

And given that my computer is well above minimum specs, and the package is advertised as being capable of scanning a complete vehicle… It is extremely frustrating that I cannot get useable data from scanning a small section.

I hope there is an immediate solution, otherwise I will remain disappointed that a product that advertises itself as ‘Pro-sumer Grade’ is just an expensive toy, and will seek to return it.

[JJDesign]

Just did a brand new scan… .7mm resolution and has been sitting at 26% for the last 2.5 hours.

Status bar is pulsing, so I assume it’s not frozen.

The program is an absolute resource-hog on the CPU, but seems to not be taking advantage of available RAM potential… Which I find odd.

I’d previously used an an original Einstar scanner with the same computer, and did not have this level of issues.

Also, it’s really annoying that the program window insists on being full screen, and refuses to be scaled smaller. The UI/UX could really use some work.

[JJDesign]

Just to update, I was able to get EXStar software to process an IR scan of the vehicle trunk, I just wish it didn’t take a week frustration and failures to get there. I’d also like to have been able to do so wirelessly, and using the Laser function.

I made several additional attempts to scan the same trunk area at .5, .7, .9mm… in both laser and IR.

I made one last scan with IR at 1mm on the USB-C Cable, and the software was finally able to process thru creating the point-cloud without crashing, and on to an exportable mesh.

It seems like good hardware let down by software, because the output is decent and useable for 1mm. But that doesn’t bode well for the accuracy and reliability in larger scans that I was hoping and purchased the unit for.

I also have not been successful in getting the unit to work on wifi, outside at the vehicle. It will connect just fine, but doesn’t display a preview from the cameras, or perform the scan. I have however gotten it to work in my apartment while test-scanning semi-reliably, but also had a few instances where I had to use a cord.

I’m going to try some additional scans this weekend to see what the limits are. The wifi issue could be hardware, but my guess is the software is unfortunately optimized for PC/Nvidia graphics cards, and not Mac OS, has some wifi-bugs, and isn’t using system resources effectively to process larger, higher-res scans.

Which for me is a real let-down- as I can’t use it as hoped or advertised- Cordless, reliable, Pro-sumer level high-res scanning that’s able to capture vehicles and large components, using Mac architecture or without having to also purchase a dedicated Nvidia GPU’d Windows laptop.

I’ve reached out to support to see what they say, and will be doing some more test-scans over the next days.

[JJDesign]

Alright, I remain completely perplexed.

My previous, singular success of the trunk in IR mode with texture imaging at 1mm resolution, that was 9m+ data points and 36gb file size… processed just fine in less than 45 minutes. Maybe a half-hour. I wasn’t counting because I was just surprised it worked at all given the multitude of failed scan attempts.

Anything over 40gb and the software seeming crashes immediately regardless of resolution… typically within 15 seconds of requesting to create a point-cloud.

But I did another scan this evening at 2mm resolution (which I consider quit course) using Laser, of the interior/back seat of the vehicle.
-No Texture
-2mm resolution (pretty low)
-24gb total file size…
-10.8m points.

It took around 30 minutes to go from 0-99%. But then the software just sits at 99% for 4 hours and counting… Hasn’t crashed, but won’t finish processing the scan.

Interestingly enough, the software responds if you close, prompting that you’ll loose data.

Resource wise it seems like it’s doing absolutely NOTHING. I’m going to let it go overnight to see if it can complete the last 1%, but at this point it feels like the progress bar is just a measurement of gaslighting.

What an absolute tease. It will scan the data, but it won’t process the data it scans. It’s as if it’s flaunting what it could deliver… but refuses to.

I wouldn’t care if it took 6-12h to process a large scan, just be honest with your capabilities, and have your software be robust enough that it doesn’t crash at the request to do half of what it’s advertised as supposedly being capable of…

At this point I truly do not think it is the fault of the scanner hardware, or my computer (which is WELL above advertised spec and should be plenty of ‘horsepower’). It feels like under-developed and unrefined software perhaps optimized around a singular OS (PC) and then compromised for another (Mac iOS).

As a consumer, no-one likes to pay several thousand euro to be a beta-tester for a product.

[JJDesign]

Point cloud processing was started at appx 7:30 PM yesterday evening, as mentioned it took a half-hour to get to 99%.

It is now 8:30am the next day… I’ve let it run overnight and it is STILL at 99%. The software appears unable to complete the job of Generating a useable point cloud/CAD mesh data.

It’s a very clean scan, I’ve removed all excess data, floating surfaces, etc.
It would also appear that the program isn’t frozen, because it responds to me trying to close it with a warning that data hasn’t been saved and the status bar is still pulsing/animated.

I’m trying to temper my expectations, but I’m officially let down by this product’s software package.

[JJDesign]

More issues with the software…

Since my system performance was showing little to no processing activity from EXStar Hub, I chose to exit the program, confirming data would not be saved.

I then attempted to re-open the project, and the software now freezes at the 30% status point just opening the project- leading me to think that it has corrupted the scan/project.

I again did a fresh install of the software. and again… stuck at 30% ‘project loading’ status for the last hour and will not open my scan.

Another full-day, lost.

I’m afraid I cannot recommend this product/software pack as a Pro-sumer grade scanner *on iOS, at least. Maybe on PC the software package/performance is acceptable.

Hardware wise the data I see and cannot use looks promising. But you just can’t do anything with it.

[JJDesign]

More scan attempts…

I managed to get a single, useable scan of the front engine bay. But the software failed again to process scanning the interior.

For the Engine Bay
-2mm IR
-Texture mapped
-6.7m points
-70gb (!) file

It’s only a partial scan/first pass over the very top of the engine-bay, and not all the data I’d hope for. The car is silver and it really struggles with tracking/reading reflective paint.

However, after that I again tried to scan the interior of the vehicle.

I cranked the settings WAY down, and did the scan.

Interior Scan (5th attempt)
-3.5mm IR Scan
-Texture Mapped
_8.8m points
-40gb (Smaller than the engine scan??)

The data is corse, but looks acceptable for 3.5mm resolution. But now, in this project I’m unable to edit the initial scan/point-cloud at all.

Doing a normal editing process I can get the file down to less than 7.8m points by removing unnecessary data, but as soon as I select the check-mark to confirm, the status bar will climb to appx 18% in 2-3 seconds, followed by the software again crashing.

And I tried different approaches to editing- removing a small section at a time (crashes), but also doing all the point eding all at once (also crashes).

So I again have a perfectly, un-useable scan I’m unable to process and export because of software stability issues.

Womp-Womp.

[EINSTAR-TC]

Please share the crash stack trace and system IPS crash log file for troubleshooting.

[JJDesign]

How does one create the requested stack trace/IPS crash log files?

I am a designer/engineer, and not an IT technician, ha.

I have already issued a service ticket and sent over a log file to you.

Service Ticket #171429

I am happy to help you problem-solve your product/software (to a limit), but this needs to move quickly, as you have a 14 day return policy, and received the scanner 7 days ago.

If I cannot use the product as advertised and intended, I must return the unit, as I would prefer to save my money for a scanner that better suits my needs and functions reliably on the iOS operating system.