The tour won't load on a phone
What to check when a tour shows a message, stalls or keeps reloading on a phone or tablet.
Phones and tablets get smaller pictures than computers, so most tours run well on them. When one doesn’t, the loading screen usually says why.
The loading screen shows a message
| Message | What it means |
|---|---|
| This tour could not be found. | The link is wrong or incomplete. Copy it again from the Share box on the project page. |
| This tour is not available right now. | The tour is paused. See When a tour pauses. |
| This tour is no longer available. | The tour’s end date has passed. See Password and end date. |
| This tour is private | The tour has a password. Give buyers the password with the link. |
A trial has no link to send. Publish it first. See Trial vs published tours.
The tour opens, then crashes or reloads
The phone has run out of memory. Check these, most likely first:
- Picture quality. In your project open Set up tour, then Options. If Picture quality is Sharpest, make sure Use Balanced on phones is ticked, or choose Balanced. Press Save. See Picture quality and phones.
- A heavy proxy model. Keep it under 150K polygons. Simplify it in 3ds Max, export it again and drop it with Replace renders. See Making a simple proxy model.
- Lots of renders. Every render loads before the tour opens. If you have far more cameras than the home needs, leave out the extras.
It stays on the loading screen
The loading screen counts Loading views … of … while every render downloads. On a slow mobile connection this takes a while, and a big model adds to it. Give it time, or try on wifi.
If it stops part way with a message, a render couldn’t download, usually because the connection dropped. Reload the page to try again.
Test it yourself
- Use the live link on your own phone. The preview on the project page runs at computer size, so it won’t show phone problems.
- Scan the QR code. Download it from the project page and scan it with your phone camera. See QR codes and Take this tour home.
- **Turn on Render loading** in the project page preview to see which renders load at full size. See Check tools on the project page.
Tip: if the tour works on wifi but not on mobile data, it’s the connection, not the tour.