General troubleshooting

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The map doesn’t load

If the viewer shows The map could not be loaded, choose Try again. Still not working? Check that the experience has a floor plan in General > Floor plan. If it does, contact support with the link, browser and time.

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”This experience doesn’t have a floor plan yet”

Create one in General > Floor plan > Create floor plan. See Floor plan editor.

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My floor plan changes don’t show

Visitors see a saved floor plan within a few minutes. Reload the page after a few minutes.

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My store changes don’t show

Check that you edited the right experience and store, then reload the viewer. Non-touch displays update within 5 minutes.

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A store can’t be found in search

Check that it isn’t marked vacant and has a category. Type at least two letters.

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A store isn’t on the map

It needs an outline. Draw it in Map spaces.

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The streets don’t show

Place the building in the floor plan editor with Map location, and check that Street map is on in General > Viewer defaults. See Street map.

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The map opens in the wrong place

Check General > Viewer defaults. For a touchscreen, check its starting view, or choose Automatic starting view.

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A screen shows the wrong floor or is cut off

Check the screen’s spot in Touchscreens > Edit positions and that the device uses that screen’s own link. If parts are cut off, enter the screen’s real size in Viewport and starting view.