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Notice: The iGUIDE Product Support team will be unavailable January 17 and 18 due to scheduled maintenance.

Troubleshooting with the iGUIDE Portal

Updated

Overview

This section is focused on any troubleshooting and facts that relate to the iGUIDE portal. 

In This Article

How Do I Delete an iGUIDE?

In order to delete an iGUIDE it depends on how new the iGUIDE is. If you just uploaded your Stitch data to the Portal, you have a small window of time in which you can delete your Stitch data.  

If the iGUIDE has been already drafted and published, we recommend considering the following options first:  

  • Can I simply hide the iGUIDE by locking it and setting it as protected?
    • Yes, see Locking/Unlocking an iGUIDE & Protected Views and Viewer Lists
  • Do I need to minimize the visibility of this iGUIDE, or do I actually need to delete the data?
    • To minimize the visibility you could also lock the iGUIDE, or change the iGUIDE's Title for search purposes. 

What to Do When iGUIDE Updates are Not Showing? 

Sometimes, when an iGUIDE is updated, or you make changes to the iGUIDE - it may not show the changes on the live 3D Tour. Most of the time this is due to a caching issue through your web browser. 

What to Do When the iGUIDE Portal is Not Working?

If you are having trouble accessing any of our websites, your first step should be going to our systems status web page which can be found here: https://status.youriguide.com/ 

The website shows the status of 4 distinct iGUIDE systems. They are as follows: the iGUIDE Viewer, the iGUIDE Portal, the iGUIDE Support Desk, and the iGUIDE Forum. 

Unless and until we have confirmed that there is an issue with any of these systems it will indicate that the systems are operational. 

To ensure that you are notified as soon as possible whenever we are experiencing issues please click the Subscribe button in the top right-hand corner of the page. 

 How to Submit Data When the iGUIDE Portal is Down 

When the portal goes down data cannot be submitted normally, but it can still be submitted. In doing this though, we still require a standard submission procedure to be followed. 

Step 1: Process the data through Stitch. 

Step 2: Instead of uploading the .TAR file to the Portal, upload it to a file transfer service such as Google Drive, Dropbox, WeTransfer, etc. 

Step 3: The link to the file needs to be made public so that anyone on the drafting team can access it. 

Step 4: Create a new support ticket and select Drafting in the “What is it about” field. Paste the link in the “Description” field and write a brief overview of the submission for the drafting team which must include: 

  • Your name and the name of your company.
  • The full address of the iGUIDE.
  • Whether the iGUIDE will be Standard or Premium.
  • Any notes for the drafting team pertaining to how the space is to be drafted. 

Successfully completing the steps above will ensure that the drafting team will still be able to publish the iGUIDE.  

When the iGUIDE is complete the drafting team will upload the property to the Portal once it is accessible.  

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