Interactive Tours: Troubleshooting and FAQ
Fixes for the most common Interactive Tours problems — a missing View Tour button, an empty tour, a blank 360 viewer, missing media, and broken share links
I don't see a View Tour button, or the tour says "not found"
Both point to the same thing: Interactive Tours isn't currently part of your plan. It's an account-wide feature, so this affects everyone at your company, not just you. Newer accounts have it by default; older accounts may need it switched on. Contact us and we'll confirm what's active.
The other possibility for a "not found" message is simply the wrong project — double-check you're in the one you expect.
The tour opened, but there's nothing in it
Two causes, and it's worth checking both:
- No 360s have been captured yet on that project's waypoints. A tour only ever shows what your field team has already uploaded.
- 360 capture isn't enabled for your account. This is a separate part of your plan from Tours itself. Without it, your technicians can't capture 360s in the field at all, so nothing will ever arrive. Contact us to check.
The 360 viewer is blank or shows an error
Interactive Tours needs WebGL — the browser technology that renders 3D and 360 content. If the viewer won't load:
- Confirm hardware acceleration is enabled in your browser's settings.
- Turn off content blockers and browser extensions for the page, then reload.
- Try Chrome or Edge — they're the most reliable for this kind of content.
- If you're on a company-managed computer, check with your IT team. WebGL is sometimes switched off by company policy.
You can confirm WebGL is working by visiting get.webgl.org, which should display a spinning cube. If it doesn't, the 360 viewer won't work until WebGL is re-enabled.
A photo or video isn't in the Unplaced panel
Work through these in order:
- Is it a PDF, or an unusual file type? Only photos and videos can be pinned into a 360. PDFs and files we can't identify as a photo or video never appear here.
- Is it a 360? 360s are the scenes themselves, not items you pin into scenes, so they're intentionally excluded from this panel.
- Has it already been placed? Items leave the Unplaced panel as soon as they're pinned anywhere.
- Has the field capture finished syncing? Processing runs in the background. Media usually appears within a few minutes of sync completing. If the panel reads No media, confirm the capture for that job has been submitted.
- Are you on the right waypoint? The panel only shows items on the waypoint you're currently viewing.
A waypoint shows "No 360 scenes on this waypoint yet"
That waypoint doesn't have any 360s attached — only regular photos, videos, or notes. Try another pin on the mini-map.
A pin or scene I placed has disappeared
Scenes are grouped by phase, and the header filter controls which ones you see. If you placed something while one phase was selected and have since switched to another, it won't be visible.
Set the phase filter back to All phases to see everything at once.
My 360 photo is showing up as a regular photo
Albi identifies a 360 by the shape of the image — roughly a 2:1 aspect ratio and at least 2,000 pixels wide. A photo that's been cropped, resized, or exported in a non-standard shape falls outside that and is treated as an ordinary photo.
Re-upload the original, unedited file straight from the camera.
I renamed something, but it looks unchanged in the project
That's expected. Renames inside a tour are labels that apply inside the tour only — the underlying file keeps its real name everywhere else.
The one exception is a waypoint name, which is shared with the floor plan sketch. That's why one rename shows up elsewhere and the others don't.
My share link stopped working
Two possibilities:
- Sharing was switched off. Open the Share menu and check the toggle. Turning it back on restores the same link, so there's nothing to resend.
- Interactive Tours is no longer part of your plan. Share links stop working when the feature is removed from an account, even though nobody touched the toggle. Contact us to check.
Work disappeared after a colleague was editing
Two people editing the same tour at once isn't supported, and the last save wins for the scene layout. If arrangement work has vanished, ask whether a teammate had the same tour open. Coordinate before editing to avoid it.
Error messages and what to do
| Message | What it means | What to do |
|---|---|---|
| Could not load this tour. | The tour data didn't load in your browser. | Use Try again. If it keeps happening, contact us with the project name. |
| Tour not found | The tour or share link is missing, or Tours isn't on your plan. | Confirm the link is current and contact us to check your plan. |
| There was an unexpected error… while trying to save this tour | The save didn't go through. | Retry. Your changes stay in the browser until it succeeds — don't close the tab. Contact us with the project name if it repeats. |
| There was an unexpected error… while trying to save the tour phases | The phase save didn't go through. | Retry, then contact us with the project name if it repeats. |
| Phase name is required | A phase was left blank. | Enter a name. |
| Phase names cannot be over 20 characters | A phase name is too long. | Shorten it to 20 characters or fewer. |
| Duplicate phase names | Two phases share a name, or a custom phase collides with Pre, Post, or Closeout. | Rename one. Capitalization is ignored when comparing. |
| Waypoint names cannot be over 255 characters | Waypoint name too long. | Shorten it. |
| Scene names cannot be over 255 characters | 360 scene name too long. | Shorten it. |
| Pinned content titles cannot be over 255 characters | Pinned item title too long. | Shorten it. |
| One of the 360 images in this tour is no longer on its waypoint | A 360 was deleted or moved off its waypoint while your tour was open. | Reload the tour, then save again. |
| Phase not found | A scene was assigned to a phase that has since been deleted. | Reload the tour and reassign the phase. |
| Each 360 image can only have one scene | A duplicate scene was submitted for the same 360. | Reload and retry. Contact us if it repeats. |
| The placement of the pinned content is out of range | The pin position wasn't valid. | Reload and place the item again. |
| Invalid or corrupt request | Your browser sent something the server rejected. | Reload and retry. Contact us with the project name if it repeats. |
Frequently asked questions
Can whoever I share the tour with edit it or move pins?
No. Shared links always open read-only — navigating, viewing photos, playing videos, and reading notes only. Only people with access to the tour in your Albi account can place, move, or delete pins.
Can I add my own phases beyond Pre, Post, and Closeout?
Yes. Open Manage phases… from the scene panel's … menu and add as many as you need. Custom phases behave just like the built-in three, except they can also be renamed, reordered, and deleted.
Why can't I rename Pre, Post, or Closeout?
Those three are built in and always present. Any custom phase you add underneath can be renamed freely.
If I delete a phase, do I lose the 360s in it?
No. Those 360s become unphased and still appear under All phases.
If I remove a photo from the tour, is it gone from my project?
No. Tours only points at your project's files. Removing a pin returns the item to the Unplaced panel and changes nothing in your project documents.
Can I link a pin to a scene on a different floor?
Yes. When you link to a waypoint, the dialog lists scenes from every floor, grouped by level — so you can select any scene regardless of which floor you're currently viewing.
Can I export the tour as a PDF for the claim file?
Not currently. A tour is delivered as a link only.
Can I walk through the house by clicking doorways?
No. You move between rooms using the floor plan and the scene list rather than clicking through doors. There's also no 3D dollhouse view and no measuring from inside a 360 — the spatial model is your 2D floor plan.
Can my technician build the tour on their phone?
No. The mobile app handles capture — dropping waypoints and uploading media. Arranging and sharing a tour is done on the web.
Can I put an expiry date or a view limit on a share link?
Not currently. A link stays live until you switch sharing off.
Can the shared tour show my company's logo?
Not currently. The public viewer is Albi-branded.
Where did the Albi navigation bar go?
That's by design — the tour takes over the whole window so the 360 has room. It opened in a new tab, so closing that tab returns you to Albi.
Next steps
- For what an Interactive Tour is and how to open one, see Interactive Tours: Overview and Getting Started.
- To get 360s and media into a project in the first place, see Capturing 360 Scenes and Media in the Field.
- To arrange them into a tour, see Building Your Tour: Media, Renaming, and Phases.
- To send the tour to an adjuster or homeowner, see Sharing Your Tour.
Still stuck?
Contact us and include:
- The project name or ID
- Whether you were in edit or view mode
- The share link, if the problem involves sharing
- What you saw on screen, including any error message