Troubleshooting when tours are unavailable

There are several reasons why you may receive the "This tour is currently unavailable" error.

To help resolve this issue, please check which of the following applies to you and click on the appropriate one.


I am an administrator or member of the team that created the tour and am trying to review or share the tour I created

Please read the following and check the tour settings.

Is the tour being shared correctly?

Tours are visible when they are set to Public.

  • Please login to app.ricoh360.com and select the tour you wish to share from the list of tours. Copy the tour ID of the tour you are about to share (https://view.ricoh360.com/ alphanumeric string under ********-****-****-*************) and Copy and paste it into the search bar of the tour listings to find it easily.
  • Check the Inactive/Active toggletours_toggle_TourActive_off_en.png at the top of the screen. If the tour is set to Activetours_toggle_TourActive_on_en.png, you can share it. If the tour is set to Inactivetours_toggle_TourActive_off_en.png, one click on the toggle will switch it to Activetours_toggle_TourActive_on_en.png.
  • For instructions on how to share a tour, please see here.

Has the tour been deleted?

  • Log in to app.ricoh360.com and enter the tour ID of the tour you are trying to share (https://view.ricoh360.com/ alphanumeric string below ********-**** -****-****-*************) and paste it into the search bar of the tour listing. If this search does not show the tour you are trying to share and you receive a "No tours available" message, the tour you are trying to share has been deleted.
  • Deleted tours cannot be restored. Also, you cannot reuse the ID of a deleted tour. If you are using the embedded code or sticking the URL of the deleted tour on your website, we recommend that you remove it from your website.
  • If you are the creator of this tour, please recreate the tour using your backup or photos stored on your smartphone. You will receive a new embed code and URL.

Has the free trial period or paid subscription expired for the team that created the tour?

  • If a team's subscription has expired, you will not be able to share tours created by that team.
  • Reactivating the subscription will reactivate the tour link.
  • Only the team administrator can reactivate subscriptions. See instructions here.

Is the shared link the correct tour ID?

  • Please verify that the tour ID (alphanumeric string under https://view.ricoh360.com/) of the shared tour is: view.ricoh360.com/********(8 alphanumeric strings)-****(4 alphanumeric strings )-****(4 alphanumeric strings)-****(4 alphanumeric strings)-*************(12 alphanumeric strings)
  • Alphabetic characters used in the ID are case sensitive.

Are your browser settings correct?

Please check if the following settings are correct.

  • Check if WebGL is disabled, and if so, enable it.
  • Are you using an unsupported browser or OS?
    Please check the recommended operating environment here.
  • Make sure your browser is supported and up-to-date.
  • You may not be able to view the tour with your browser in private mode. We recommend viewing in normal mode.


I am trying to view a tour shared on a website, email, etc.

To resolve the issue, contact the person who sent you the link or the website where the tour is hosted.

If you wish to troubleshoot on your own, you can try several methods.

Do-it-yourself troubleshooting.

Check your Internet browser settings:

Check if the following settings are not in place.

  • Check if WebGL is disabled. If it is disabled, switch it to enabled.
  • Check that your browser is supported and up-to-date.
  • Verify that you are using supported hardware.

Check the link:

Verify that the submitted link has been shared correctly. If an incorrect tour ID is listed, you will need to contact the person or website that sent it to obtain the correct tour ID.

Please verify the following:

  • Verify that the tour ID (alphanumeric string under https://view.ricoh360.com/) for the shared tour is: view.ricoh360.com/********(8 alphanumeric strings)-****(4 alphanumeric strings )-****(4 alphanumeric strings)-****(4 alphanumeric strings)-*************(12 alphanumeric strings)
  • Alphabetic characters used in the ID are case-sensitive.

Troubleshooting that you can do for the person who sent you the tour.

Contact the person who sent you the tour URL or the website URL where the tour was embedded. 

Confirm that:

  • That the tour is set to public
  • That the tour has not been deleted
  • That the tour URL or the tour ID embedded in the website is accurate

 

If you have tried all of the above steps and the problem persists, please contact our support team using the Contact Us Form.

We can help you find out about the link to the tour you are trying to share or display.

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