Firstly, users should check that the machine running Immersive Studio meets the published System Requirements.
Secondly, users should check that any security software installed on the PC is not actively blocking Immersive Studio from running - please consult the documentation provided by the security software developer for specific advice on doing this.
Assuming that the machine is compatible and not preventing Immersive Studio from running, the majority of issues can be resolved by following the below steps:
- Completely uninstall Immersive Studio via Windows 10 Apps & features
- Go to C:\Program Files\NCTech and delete the entire folder named Immersive Studio (if it is present)
- Go to C:\Users\[Username]\AppData\Local - look for and delete the entire folder named NCTech (if it is present)
- Re-install Immersive Studio, obtaining a fresh copy of the installer package
Note that the AppData directory is hidden by default in Windows, users may need to enable visibility of hidden files & folders to see it (this can be done within the View tab in Windows Folder Options).
If this doesn't resolve the issue, users should raise a support ticket, confirming that the above advice has been followed in full, and also providing:
- The full specification of the Windows machine in question
- The model and serial number of the panoramic imaging device to be used in conjunction with Immersive Studio
- Full details of the fault that is being experienced with the software, including any relevant screenshots or error messages
In addition, users should browse to C:\Users\[Username]\AppData\Local\Temp and look for a file named NCTech.Immersive.Studio.nctdi - if it is present within this directory, users should attach it to their support request, it will likely provide additional insight.