Troubleshoot TrueTour Loading Issues

A TrueTour is the full collection of a property's photos, videos, and 360° content, so when it will not load it can stall a sales conversation or a customer preview. Most loading issues come from a small set of common causes on the viewer side, and you can usually clear them up in a few minutes. This article walks you through what to check first and how to resolve the most frequent issues, whether you are troubleshooting for yourself or helping a customer.

Check These First

These quick checks resolve most loading issues on their own:

1. Confirm you are using the current link. Open the TrueTour from your property in the platform, or from a link you know is current, rather than an older saved or bookmarked copy.
2. Confirm the browser. TrueTour works best on recent versions of Chrome, Edge, and Firefox. On Safari, the tour needs to open in a popup window, because Safari's privacy settings block tours embedded in an iframe. For supported versions and setup details, see Browser Compatibility.
3. Check the connection. A TrueTour loads high resolution photos, 360° content, and video, so a slow or unstable connection can cause partial loads or a long spinner.

Steps to Resolve Loading Issues

1. Refresh the page. A reload clears many occasional loading hiccups.
2. Clear your browser cache and cookies, then reload the tour. Older cached assets can conflict with newly published content.
3. Allow popups. If the tour opens in a popup window (required on Safari), a popup blocker can make it look like the tour is not loading when it is simply being blocked from opening.
4. Try a different browser to see whether the issue happens everywhere or only in one place. This is especially useful when a tour fails only in Safari.
5. Turn off ad blockers and extensions temporarily. Some extensions interfere with embedded media or scripts, and disabling them confirms whether they are the cause.
6. Confirm the property's assets have finished processing. If photos or videos were uploaded recently, the TrueTour may show placeholders or incomplete content until processing finishes.
7. Try another device or network, for example switching from office internet to mobile data, to rule out firewalls or blocking at the network level.

Know When to Reach Out

• Every property has one TrueTour, the full asset collection, so a loading issue affects that single source rather than individual Custom Tours built from it.
• If your IT team applies strict firewall or content filtering rules, they may need to allowlist Visiting Media domains. See How to Configure Domain Allowlist for Visiting Media for the current list.
• When a TrueTour will not load across several browsers, devices, and networks, the cause is usually on the asset or account side rather than local. That is a good moment to contact support.

Frequently Asked Questions

The TrueTour loads for me but not for my customer. What is different?
This is almost always browser or network related. Ask which browser your customer is using. If it is Safari, confirm the tour is opening in a popup rather than embedded in an iframe.

Does a slow loading TrueTour mean assets are missing?
Not necessarily. Large galleries with high resolution photos and video can take longer to appear, especially on slower connections. If content never appears after a full refresh, it is worth a closer look.

I tried everything above and it still will not load. What now?
Contact support with the property name, the link you are using, and the browser and device combination. The team can check the account and asset status directly.

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