Troubleshooting Diagramming

Most Diagramming issues fall into a few common categories. Here's what to check first and when to reach out for help.

Diagramming Isn't Available on My Property

Diagramming is a paid add-on. If you don't see it in your left navigation:

• Confirm with your account team that Diagramming is included in your contract
• Verify that the meeting space you want to diagram has been configured for Diagramming. New rooms need a 3D space file generated before they're available for diagramming

If both are confirmed and Diagramming still isn't visible, contact our support team.

A Setup Is Missing from the Builder

If you expected to see a specific setup (banquet, theatre, classroom) but it's not available, the setup likely hasn't been configured for that Space yet.

Send us the property name, room name, and the setup you need. We'll route it to the team that handles Space configuration.

Getting an Error When Opening or Saving

If you see an error message when loading or saving a diagram, the Space hit a configuration issue. Send us:

• Property name
• Space name
• Screenshot of the error
• What you were doing when it happened

We'll investigate and resolve it from there.

Spaces Aren't Showing Up After Diagramming Was Enabled

This is usually a credential or sync issue between the Visiting Media platform and the system hosting your diagrammable Spaces. Contact our support team and we'll verify your property's configuration and re-sync if needed.

Can't Place Items on Walls

Wall-mounted items can't currently be placed inside the Diagram Builder. 

Can't Edit a Diagram Created by a Teammate

Property admins can edit any diagram on the property. Other users can only edit diagrams they created.

If you need access to a teammate's diagram, ask your property admin to make the edit or duplicate it for you to work with.

A Space Won't Delete from the Asset Library

Spaces are managed in the system that hosts your diagrammable rooms and can't be deleted directly from the Asset Library. Contact our support team and we'll coordinate the removal with the appropriate team.

Not Sure If It's a Diagram Issue or a Space Issue

You don't need to diagnose it yourself. Contact our support team and we'll route it to the right team. As a general guide:

• Issues with the diagram itself (saving, sharing, Asset Library visibility): handled by Support directly
• Issues with setups, furniture, or the Space configuration (missing items, error messages, layout problems): coordinated with the Space configuration team

Need additional help? Contact our support team and we'll be happy to assist you.