Have a sensor issue? We're here to help.

When we spun Structure out last year as its own company, part of the commitment we made was to ensure the delivery of the highest quality products. Whether it’s our sensors, ensuring your scans are the best they can be, or improving results when you scan just with your personal device, we are dedicated to making quality an intrinsic part of our company culture and our platform.

We’ve recently discovered that some Structure Sensor Pro units were being delivered to customers with manufacturing defects that made them unreliable, and in some cases, non-functional. Our investigation shows that 3% of our units were coming off the production line since December 2022, with these problems appearing only after use in the field. We are contacting you today to let you know that we’re replacing any defective sensors with the issue.

We’ve identified the root cause of the problem, developed a method to catch and remove 100% of affected sensors, and have implemented new test stations on our production line to ensure that defective units don't leave the factory. We have also pulled every unit from our warehouse to test to ensure that all our products meet our quality standards.

Affected sensors will have been purchased in 2023 and exhibit one or more of the following behaviors:

• Black Screen — Solid black screen in the Structure app.
• Red Flashing Light — Rapid flashing red status LED on the front of the sensor. Note: A slow red blinking light indicates that your sensor needs to be charged or you might have a battery issue.

If you believe you have been affected by these issues and have purchased a sensor since January 1, 2023, please contact us immediately at support+qc@structure.io with a video and a description of your issue so we can help you. As part of our commitment, we will replace defective units at no cost to you.

We apologize for any inconvenience caused, and appreciate your understanding. We are working hard to make this right, and look forward to building great things together in the future.