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: ensure the Matterport OAuth is connected to your Treedis account. Open your Treedis Profile → Settings → Matterport connection → click “Connect OAuth”.
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: if the Matterport tour is set to "Public" or "Unlisted" in the MP settings, verify that OAuth is not connected to the wrong Matterport account, making the tour inaccessible.
- Solution: if the Matterport tour is set to "Private", ensure that OAuth is connected in your Treedis Profile → Settings → Matterport connection → click “Connect OAuth”. If OAuth is already connected, disconnect OAuth and then reconnect it back.
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 to "Public" or "Unlisted", check if OAuth is not connected to the wrong Matterport account, making the tour inaccessible.
- 14-20% = if the Matterport tour is set to "Private", ensure that OAuth is connected in your Treedis Profile → Settings → Matterport connection → click “Connect OAuth”
- 20-100% = Treedis tour configuration reasons: corrupted VS item (3d object) added to the Treedis tour; too many Media items added to the tour without a defined render range; Facebook web widget added incorrectly in the Interface section, among others.
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 can be 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 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