Troubleshooting Live Guided Tours

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This is a list of the most common errors and questions related to the 3DVista Live Guided Tours feature:

First of all, make sure that the URL of your tour is secure. It needs to be https:// . It will not work on http:// pages


What browsers are Supported?

As Host:

Latest versions of Chrome and Firefox on Windows and Mac OS.

On Android in Chrome when enabling Desktop mode (Can be very unstable so we don´t recommend it)


As Guest:

Chrome, Firefox, Safari and Edge (latest versions) on Windows and Mac OS.

Safari on iOS.

Chrome on Android.


I don´t see the option to connect as a host in the right click menu.

Check this:

- The browser is among the supported browsers for hosting a guided tour.

- You give permission when prompted to the webpage to send push notifications.

- You are accessing the tour through https.

- You are not in Incognito/Private mode browser window.


I am the Host and I am not receiving call notifications.

Try this:

- Navigate to your guided tour.

- Click the lock icon next to the link in the search bar.

- Click the drop-down menus for "Microphone", "Camera" and "Notifications", and select "Always allow on this site" for all of them.

- Close all chrome windows.

- Navigate to your tour again.

- Start session as host.

- Open a new browser window in "Incognito Mode"

- Navigate to your tour on that new window too.

- Try calling from the "Incognito Mode" window and check if the call appears in the window where you have a host session open.


I can only connect with audio. It doesn´t show my video:

Try this:

- Navigate to your guided tour.

- Click the lock icon next to the link in the search bar.

- Click the drop-down menus for "Microphone", "Camera" and "Notifications", and select "Always allow on this site" for all of them.

- Close all chrome windows.

- Navigate to your tour again.

- Start session as host.

- Open a new browser window in "Incognito Mode"

- Navigate to your tour on that new window too.

- Try calling from the "Incognito Mode" window and check if the call appears in the window where you have a host session open.

You can also use this tool to test all the steps involved in the WebRTC (the protocol used by our guided tours) video call:

https://test.webrtc.org


When I launch my tour from my embedded page then right click to start the share, it reopens my tour at the root instead of staying in my embed.

The tour page can't be in an iframe to work properly for a host so it reopens itself outside the iframe. This is due to the push notifications required to receive calls.


The sharing interface never goes away after initially launching and closing the session.

If you have started a session as a host you'll need to end the session (clicking on the lightning icon) for the guided tour toolbar to disappear.