A tour is slow or does not open
Loading takes long, the screen stays black, you walk through walls or fall through the floor.
It takes long to load
- The first visit downloads the model; the progress shows how many MB are left. The next visit is much faster, because the model is cached.
- A model of 10 to 20 MB opens in seconds on good Wi-Fi. If yours is close to 40 MB, see Get your model ready to walk.
- On mobile data, the first load depends on the connection. Send clients the link to open on Wi-Fi when you can.
The screen stays black or says the model could not be loaded
- Use a current browser: Chrome, Edge, Safari or Firefox. Very old phones and browsers cannot draw 3D.
- Make sure hardware acceleration is on (in Chrome: Settings › System › Use graphics acceleration when available).
- Close other heavy tabs and apps, especially on phones.
- Check the link is complete, with its
?k=…key. - In a company network, a firewall can block downloads of 3D files; try another network.
Walking goes wrong
| What happens | Why, and the fix |
|---|---|
| Cannot go through a door | The doorway is closed in the model (a door panel, glass or a thin wall). Model an opening, or open the door. |
| Walk through walls | The wall is missing in the model or is only a line. Model walls as faces. |
| Cannot reach a room | No floor face there, or a step higher than about 30 cm. Add the floor or a ramp. |
| Start inside furniture or outside | Set the start point. See Start point, stops and the guided tour. |
| See the sky through the ceiling | The ceiling is missing or its faces point away from the room. |
Phones
- On iPhone, if the page reloads by itself, the model is too heavy for the phone’s memory. Make it lighter.
- Turn the phone sideways for a larger view, or use Full screen.
VR
- No Enter VR button: the browser does not support VR, or the tour is inside a page that blocks it. Open the link directly in the headset’s browser. See Open a tour in a VR headset.
- Choppy in the headset: make the model lighter, and keep texture sizes to 2048 pixels or less.
Still not right? Contact support with the tour name, the device and browser, and a screenshot.