You will learn how to handle:



Currently cloud processing is only compatible with Metashape version 1.7 and higher, using the previous versions of Metashape may cause errors. Please update Metashape regularly to have the best synchronization speed and stability when working with the cloud.

Processing errors


Synchronization error (can't download processed project)


In exceptional cases project may be corrupted while downloading from the cloud due to a network or other unexpected error. In this cases after synchronization procedure is finished, project may not open with errors like: 

Can't open file: the system cannot find the file specified....


To get the processed project from the cloud in such case, please try to download project copy from the cloud.  To download project from the Cloud, select Download Project...  option from Cloud submenu of File menu, select a project and click OK button, select a path to save the project and set the new name for it, downloading procedure will be started.


Project is locked for changes


Publication is in progress


When the cloud version of the project is in the publication process and the project is locked for changes  to avoid possible inconsistency or project files corruption. Please cancel publication, wait until publication completion and try to run processing operation again.


Project processing cancellation is in progress


When the user cancels project processing some time is needed to delete temporary files, ensure project consistency and save results of completed processing tasks. In this case it is not available to process in offline, schedule new processing of this project on the cloud or to publish the project.  


If you need to access the local copy of the project immediately, you can disable cloud processing option, so when opening the project, Metashape will not try to synchronize it with the cloud.  


To disable cloud processing:

  1. Start Metashape Professional
  2. Select Preferences option from the Tools menu

  3. In the Preferences pop-up open the Network tab

  4. In the Network tab opt-out the Enable cloud processing option.


Connection timed out


If there are "connection timed out" errors during the synchronization attempt, please check the firewall permissions. Cloud processing feature requires access to account.agisoft.com via HTTPS protocol (port 443) and to api.agisoft.com via port 8086


Unknown network error


In most cases this error is related to the Internet connection. Please open OS console and run the command bellow.
nslookup api.agisoft.com

When the command is executed, please submit a support ticket and include the command output into the ticket description, support team will reach you as soon as possible and instruct how to solve the problem.


Error transferring  


In most cases this error may be faced when cloud processing start from the Metashape version below 1.6.5. Please download and install most recent Metashape version and restart processing on the cloud. 


In case you use most recent Metashape version, the problem may occur because of project files or photos size. 

Currently there are following limitation on uploading files into the cloud:

  • 500 MB per source image file,
  • 40 GB per internal project file (individual files inside the project directory).


In such a case you may try a new upload protocol, which improves connection stability, increases upload speed and removes limitations on file size. 
New protocol is available in Metashape starting from version 1.8.3., as it is still an experimental feature it is only available via tweak. 

In order to activate new upload protocol please select Preferences option in Tools menu, in Advanced tab click on Tweaks... button, in the Tweaks pop-up add new parameter as follow:
  • Parameter: main/cloud/use_sessions
  • Value: True

After activating the tweak try to upload the project again. 


Empty extent 

Bounding box is misplaced during Build Tiled Model or Build Orthomosaic operation and doesn't contain any information or all the cameras for the related area are disabled. 


Open project in Metashape and make sure that Bounding box (region) contains tie points/dense cloud and cameras inside are enabled. Restart processing on the cloud.


Empty camera list

No cameras are pointing to the area of the orthomosaic generation.


Open project in Metashape and make sure that Bounding box (region) contains tie points/dense cloud and cameras inside are enabled. Restart processing on the cloud.


Empty surface 

Bounding box is misplaced during Build Mesh operation and doesn't contain any information.


Open project in Metashape and make sure that Bounding box (region) contains tie points/dense cloud and cameras inside are enabled. Restart processing on the cloud.


Null dense point cloud 

Missing dense cloud for the operation based on it (like mesh generation or classification). 


In case of using batch script, create tasks in the proper order - make sure that requirements for each processing operation are fulfilled on previous processing step  and restart processing on the cloud.


Null chunk

Missing chunk to be processed.


May occur in case a batch of processing operations has been configured and sent to the cloud with the empty project.


Null model 

Missing mesh model for the operation based on it (like mesh decimation).


In case of using batch script, create tasks in the proper order - make sure that requirements for each processing operation are fulfilled on previous processing step  and restart processing on the cloud.


Null point cloud 

Missing sparse cloud for the operation based on it (like mesh generation).


In case of using batch script, create tasks in the proper order - make sure that requirements for each processing operation are fulfilled on previous processing step  and restart processing on the cloud.


Zero resolution

Bounding box is misplaced prior to the Build Dense Cloud operation and doesn't contain any information (almost no tie points are present in the bounding box and therefore no depth maps can be generated).


Open project in Metashape and make sure that Bounding box (region) contains tie points/dense cloud and cameras inside are enabled. Restart processing on the cloud.


Vertical datum missing


Currently it is only available to process projects with geoids that are presented on Agisoft website: https://www.agisoft.com/downloads/geoids/


Remote Host Closed Error


In case of instable internet connection Remote Host Closed Error may occure, which leads to project download interruption. To prevent such error it is required to configure an increased number of connection retries.


Select Preferences option in Tools menu, in Advanced tab click on Tweaks... button, in the Tweaks pop-up add new parameter as follow:


Parameter: main/cloud/max_retries

Value: 8 (or larger value)



Publication errors


Clicking on Publication button leads to nothing


When the user cancels project processing some time is needed to delete temporary files and ensure project consistency. In this case it is not available to schedule new processing of this project on the cloud or to publish the project. Please wait several minutes and try again. In case the project stays locked for a long time, please submit a support ticket.


Non-georeferenced project 


Currently publication of projects in the local coordinate system or in a coordinate system that is not transformable to WGS84 (EPSG::4326) is not supported.


Large 3D models


3D models large than 100 Mb are not publish because of potential performance issues in web browser. This limitation is related to the fact that it will take quite a long time to transfer the data to the web-viewer and it may be hard to navigate such large models online. As a workaround a tiled model can be used or a low-poly model with the texture generated using Transfer Texture option (to transfer the texture from the original high-poly model).


Datasets upload errors

Cesium3DTiles

While Cesium3DTiles Tiled Modes and Point Clouds are supported, in some cases such datasets are considered invalid and cannot be uploaded.  The most common reason is lack of information about root tile and its extension in a root tileset.json file, so the application cannot check if the provided dataset matches the selected data type.


If you have Cesium3DTiles dataset and face an error while uploading into the cloud, please do as follow:


  1. Unzip the archive
  2. Open the folder containing the tileset
    1. In case this is a Tiled Model create an empty 0.b3dm file
    2. In case this is a Point Cloud create an empty 0.pnts file
  3. Open the root tileset.json file in a preferred text editor
  4. Add a "content" key to the "root" key
  5. Copy the "boundingVolume" key and value of the "root" key and add it to the "content" key
    1. In case this is a Tiled Model add a "uri" key with a "0.b3dm" value to a "content" key
    2. In case this is a Point Cloud add a "uri" key with a "0.pnts" value to a "content" key 
  6. Zip the folder containing the tileset
  7. Upload archive into the cloud


For the example of a proper tileset.json that is recognized as valid by the application please refer to the official example by CesiumGS: https://github.com/CesiumGS/3d-tiles/blob/main/examples/tileset.json


Datasets larger then 1GB (Unexpected error)

Rarely an unexpected error may occur when a system attempts to publish the uploaded dataset larger than 1 GB. If you face such an issue submit a support ticket and share with us the dataset source file for analysis.


Web-viewer issues

Safari issue


In case you use Safari web browser and face issues with displaying data in web-viewer, please update browser to the most recent version and clean the browser's cache.


Model displayed black or scene crashes


While Tiled Models are highly optimized for the web visualization, regular 3D Models are not. Regular 3D Model along with its texture has to be loaded into video memory in full in order to render it.


Depending on the device that you use you can encounter a 3D model that is displayed solid black or even causes scene crash when you turn on its visibility. In most cases that happens because the maximum texture resolution supported by your device is smaller than the model has.


The best workaround for such an issue is to build a tiled model instead of a regular one and upload the updated project for web visualization purposes.


OpenSSL problems


Only Metashape versions < 1.7  require OpenSSL to work with the cloud. We highly recommend you to update to most recent version of Metashape, and not install OpenSSL manually.


In case you are using Metashape version < 1.7 please follow the recommendations below to install OpenSSL and start working with the cloud:

  • OpenSSL version 1.0.1 or 1.0.2 can be found here:  https://wiki.openssl.org/index.php/Binaries
  • To install OpenSSL 1.0.1 or 1.0.2 from  zip-archive, unpack the zip-archive into Metashape installation directory and restart the application. 
  • If OpenSSL version 1.0.1 or 1.0.2 is installed on your computer but you still face OpenSSL error, please restart your computer.