Routing troubleshooting

Start in Wayfinding & Positioning > Route adjustments > Edit routes. The Routes tab lists what needs attention; click an item to jump to it.

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Visitors can’t get directions

Check that Visitor directions is on. If directions stay on Preparing navigation… or show Directions could not be prepared, choose Retry. If it keeps failing, check that every floor in the floor plan has walls around it, then contact support.

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A store can’t be reached

• It needs an outline on the map. See Map spaces.
• Its door should touch the walkway. Add or move a door in the floor plan editor, or move its entrance in the Places tab.
• Check that Include in public routes is ticked for it in the Places tab.

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A store on another floor can’t be reached

The floors need a link: stairs in the floor plan, or elevators and escalators with the same name on each floor. See Floor links.

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The route goes through a wall or a closed area

Check the walls in the floor plan. To close an area such as a staff corridor, use Remove section in the Areas tab.

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The route takes a long detour

Look for a missing door, a wall that closes a walkway, or a removed section that is too big. Use Add area in the Areas tab to open a gap that CX missed.

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The wrong elevator or escalator is used

Open the Floor links tab and check the link’s floors, direction and landings.