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problem with tour-urgent5204

WGAN Standard
Member
Saugatuck, Michigan
fotoguy private msg quote post Address this user
I delivered a tour to a client this morning and they called me and asked me to come back in. They played their highlight reel and it wasn't working right at all. It was zooming through the first floor, maybe stopping once or twice. It zoomed upstairs and stopped and pan more often. The highlight reel was out of order of how I set it up as well.

I pulled the tour up on my phone and it worked perfectly. I come back to the office and it is working perfectly on my laptop.

Any ideas what I can tell them? They are a first time client so I really don't want it messed up.
Post 1 IP   flag post
WGAN Forum
Founder &
WGAN-TV Podcast
Host
Atlanta, Georgia
DanSmigrod private msg quote post Address this user
@fotoguy

Can you watch over their shoulder to confirm what problem that needs to be solved?

Please open a ticket with Matterport Support too.

Dan
Post 2 IP   flag post
WGAN Forum
Founder &
WGAN-TV Podcast
Host
Atlanta, Georgia
DanSmigrod private msg quote post Address this user
@fotoguy

Some known issues identified in this We Get Around Network Forum discussion:

Highlights Reel Problem

I do not know if:

✓ problem resolved
✓ if related to above

Dan

P.S. You could disable highlights reel while you are identifying the problem and solving it ...
Post 3 IP   flag post
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Member
Saugatuck, Michigan
fotoguy private msg quote post Address this user
I was standing at their computer watching it with them. It was stopping at the correct points and the rooms were out of order. While there I pulled to tour up on my phone and mine worked perfectly. It also worked perfectly on my laptop at home. A glitch in their system maybe?
Post 4 IP   flag post
WGAN Forum
Founder &
WGAN-TV Podcast
Host
Atlanta, Georgia
DanSmigrod private msg quote post Address this user
@fotoguy

I would be curious what Matterport Support says. First time I have heard of this problem.

Submit your ticket right of way.

Then, for a follow-up, they will likely want to know:

1. Your Tour link
2. Computer
3. OS (and version
4. Browser (and version)

Known previous issues have included:

1. random additional images added to Highlights Reel
2. Save not working when you think you are saving (internet connection issue?)

Best,

Dan
Post 5 IP   flag post
WGAN Standard
Member
Saugatuck, Michigan
fotoguy private msg quote post Address this user
Ok. Will do. Last time I opened MP support ticket I never received a response back.
Post 6 IP   flag post
justinv private msg quote post Address this user
@fotoguy

Can you post a link here?

That is quoted about the support issue, I put two tickets in within a week of each other and received an email from someone within an hour both times.

It will probably be something in with the browser settings. An issue similar happened late last year and this is what corrected it. I hope it is something simple to fix. My mind literally just went blank and I cannot think of what that setting was!
Post 7 IP   flag post
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