> ## Documentation Index
> Fetch the complete documentation index at: https://cxdocs.planpoint.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Routing troubleshooting

> Fixes for missing or wrong routes.

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

## 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](https://cxdocs.planpoint.io/help/support.md).

## A store can't be reached

* It needs an outline on the map. See [Map spaces](https://cxdocs.planpoint.io/directory/map-spaces.md).
* Its door should touch the walkway. Add or move a door in the [floor plan editor](https://cxdocs.planpoint.io/project/floorplan.md), or move its entrance in the **Places** tab.
* Check that **Include in public routes** is ticked for it in the **Places** tab.

## 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](https://cxdocs.planpoint.io/wayfinding/vertical-connections.md).

## 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.

## 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.

## The wrong elevator or escalator is used

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

> [!TIP]
>
> After a fix, choose **Save changes** and try the route again in **Route preview**.


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