Treedis users may occasionally encounter some errors while loading their tours. Each error has its specific cause, and in this article, we aim to explain them to help you resolve the issues quickly and efficiently.
If you see a message "Connecting to the Matterport space" in Treedis workspace which doesn't allow you to make any changes on the space:
- Solution: check if the Matterport tour is set "Public". If so, then click to connect OAuth in Treedis Profile > Settings > MP connection.
If the Treedis workspace works, but the public tour displays "Connecting to the Matterport space" error:
- Solution: there is a need to check if your White Label solution has active subscription and if the DNS records are active and working.
If you face "Oops, model not available" error:
- Solution: check if the Matterport tour is set "Public" in the MP settings. If so, check if OAuth is not connected to wrong Matterport account, making the tour inaccessible.
- Solution: if the Matterport tour is set "Private", make sure OAuth is connected in Treedis profile + enable the "Public OAuth Access" toggle under a tour Manage section > Info.
When you open a Treedis tour, it loads but then stuck at 14% / 99% / 100% and keeps spinning with no result:
- 14-20% = if the Matterport tour is set "Public", check if OAuth is not connected to wrong Matterport account, making the tour inaccessible.
- 14-20% = if the Matterport tour is set "Private", make sure OAuth is connected in Treedis profile + enable the "Public OAuth Access" toggle under a tour Manage section > Info.
- 20-100% = Treedis tour configuration reasons: corrupted VS item (3d object) added to the Treedis tour; too many Media items added to the tour with no render range; Facebook web widget added wrong in the Interface section.
If your Treedis tour displays a "Tour not found" notification:
- Solution: check if the Treedis smart link doesn't include an apostrophe symbol ( ' ) or underscore ( _ ). Smart link is set up in the tour Manage section > Info.
- Solution: your Treedis account may have no active subscription. In such case, please contact the Support team via email support@treedis.com
While adding a Matterport tour to Treedis, system indicates the tour has a password, but it does not:
If you are trying to add a tour using the Matterport link and the system mistakenly indicates that it is password protected (even though it's not), it most likely means that the tour you are trying to add is placed on different Matterport account that is not connected to your Treedis account with OAuth.
- Solution: you will need to disconnect OAuth, refresh the page, and then attempt to add the tour again. However, if you reconnect OAuth to another Matterport account later, the mentioned tour may stop functioning properly.
If you have any questions or need further assistance, please contact us at
support@treedis.com