You updated an image, PDF, room name, or 3D model, but the old version still appears in your TrueTour™, in a thumbnail, or on your website. Most of the time a fresh link or a browser refresh fixes it in under five minutes. Here's the fastest path.
Fix It in Five Steps
- Hard refresh the page: Ctrl+Shift+R on Windows or Cmd+Shift+R on Mac.
- Open the link in a private or incognito window, or a different browser. If it looks right there, clear your browser cache and you're done.
- Open your Asset Library and confirm the updated asset is there. The Asset Library is the source of truth. If it's correct there, the update landed and the problem is a stale link or cache.
- Compare the link on your website to the current share link in the platform. If they don't match, or your site still uses an older link format, copy the current link and replace the old one.
- Re-test the replaced link in a private window.
Still Seeing the Old Version?
If the content is correct in your Asset Library but a share link or thumbnail still shows the old version, contact your Customer Success Manager or our support team with:
- The exact link you're viewing
- A screenshot of what you see
- The name of the asset or room that should be updated
Some thumbnail and preview refreshes happen on our side of the platform and take a little time to complete. We'll take it from there and confirm when it's done.
Related
- How Space Thumbnails Work in the Visiting Media Platform
- Get Asset Links and Script Codes
- How to Share Direct Links to Specific Spaces
Tags: Troubleshooting, Common Issues, Asset Library, TrueTour, Tours, Distribution, Customer Support
Need additional help? Contact our support team and we'll be happy to assist you.
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