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Troubleshooting with the iGUIDE Portal

Updated

Overview

The iGUIDE Portal is the central platform for managing your virtual tours, but occasionally you may run into situations where you need to remove an iGUIDE, refresh content that isn't displaying correctly, or submit data when the system is unavailable. Knowing how to handle these scenarios helps you keep your projects on track without unnecessary delays.

This guide outlines the most common troubleshooting steps, including how to delete an iGUIDE, what to do when updates aren't appearing on the live 3D tour, and how to continue submitting data if the Portal is temporarily down.

In This Article

Deleting an iGUIDE

How an iGUIDE is deleted depends on how recently it was created. If you have just uploaded your Stitch data, there is a small window of time during which you can delete it directly. For iGUIDEs that have already been drafted and published, consider the following alternatives first:

  1. Can I simply hide the iGUIDE by locking it and setting it as protected? 
    • Yes, see Locking/Unlocking an iGUIDE and Protected Views and Viewer Lists
  2. Do I need to minimise visibility, or do I actually need to delete the data? 
    • To minimise visibility, you can lock the iGUIDE or change its Title to make it harder to find through search 

Troubleshooting iGUIDE Updates That Are Not Showing 

Sometimes, when an iGUIDE is updated or changes are made, those updates may not appear on the live 3D tour. In most cases this is caused by a caching issue in your web browser, which can usually be resolved by refreshing or clearing the browser cache

What to Do When the iGUIDE Portal is Not Working

If the iGUIDE Portal is not functioning as expected, create a support ticket or contact the support team directly for further information and next steps

Submitting Data When the iGUIDE Portal is Down

When the Portal is unavailable, data cannot be submitted normally, but a standard alternative submission process can still be followed:

  1. Process the data through Stitch
  2. Instead of uploading the .TAR file to the Portal, upload it to a file transfer service such as Google Drive, Dropbox, or WeTransfer
  3. Set the link to public so anyone on the drafting team can access it
  4. Create a new support ticket and select "Drafting" in the "What is it about" field
  5. Paste the link in the "Description" field and include a brief overview of the submission

The submission overview must include:

  1. Your name and company name
  2. The full address of the iGUIDE
  3. Whether the iGUIDE will be Standard or Premium
  4. Any notes for the drafting team about how the space should be drafted

Following these steps allows the drafting team to publish the iGUIDE as normal. Once complete, the team will upload the property to the Portal as soon as it becomes accessible again.  

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