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Fix embed problems: blank frame, theme, VR and size

Fix an embedded tour that shows a 403 page, Tour not published, an empty or black frame, the wrong theme or no headset VR, and check the address and size.

Troubleshooting6 min read Updated

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The short answer

Find what the frame shows in the sections below. First check that the frame's address is the one in the Web Embed Code card on the tour's Publish tab: https://hosting.panoramr.com/projects/<number>/serve.

The frame shows an error page

  • A page headed Tour not published that says This tour is private: its owner has not published it. The tour is not published: see Who can see a tour. Host the tour in a Vault or in your plan and tick Published on the Hosting pane of the Publish tab, or tick Publish to Global Showcase (ticking it also lists the tour on Explore), and click Save Settings. If you are not the owner, ask the tour's owner: only the owner can publish the tour or change its hosting. If the tour opens for you but not for visitors, you may be signed in to Panoramr as its owner or a collaborator, who can open a private tour. Check in a private window.
  • A page headed Tour paused. Unpublish / Hide Tour is ticked on the Hosting pane of the Publish tab. Untick it and save. Only the tour's owner can change it.
  • A page headed Tour unavailable (small u) that says This tour is currently unavailable. Our team has taken the tour offline: see Why can't I publish my tour?.
  • A page headed 404 that says You've wandered off the map. No tour has that number, or the tour was moved to the trash. Copy the code from the card again.

The frame shows the tour in a different theme

An embed of a tour that is not hosted shows Panoramr's branding. It also shows the free Default look instead of your design when all of these are true:

  • the tour is in a Pro theme, or in a design you saved: the Themes panel on the Design tab (in the Advanced view) marks each theme PRO or FREE;
  • the tour has never been hosted (it is not, and never was, in a Vault or in your plan's hosting);
  • its owner is on a Free plan.

The look keeps the tour's own scenes, groups and labels, and puts every look setting back to the Default: colours, fonts, the look of the bars and the navigation, and hotspot looks. The Top Nav Bar - Multi Menu, the groups, labels, languages and view limits stay. The editor and the Preview tab still show the theme you chose, so the two can differ: the Design tab shows a note that names the theme, and the Overview pane of the Publish tab shows the same note over the code.

The fix is one of these: choose a free theme (the Default Theme is free, and you can change its colours, menus and hotspots); put the tour in a Vault or in your plan's hosting; or move to a paid plan (Pro, Agency or Enterprise). A tour whose Vault has ended keeps the theme it had, with Panoramr's branding back. What you get on a Free account lists the rest.

  • A change of plan, of hosting or of theme shows at once: the free Default look and your own design are kept as two stored pages, and each visit gets the one the tour is entitled to. With Draft Workflows on, the page stays the one you published until you click Publish Changes. Edits that do not refresh a stored page are listed in My changes do not show for visitors.
  • The page that holds the frame makes no difference: the same tour shows the same on every website, and on Explore.

The frame is empty

The frame is there but shows nothing. Check these causes in order:

  1. The address is not the player's. Panoramr sends its other pages, such as Explore, with X-Frame-Options: SAMEORIGIN. Use the code from the card.
  2. The address starts with http://. Copy the code again: it starts with https://.
  3. Your own website sends a Content-Security-Policy header. If it has a frame-src or default-src list, add https://hosting.panoramr.com to it. Panoramr's code sends no X-Frame-Options and no frame-ancestors rule for the player's address.
  4. Look at the published page, not your builder's editor.
  5. Check your builder's help for an HTML or iframe block.

A scene is black or shows no picture

The player opened, but a scene has no picture. Check these:

A red message starting ERR: shows over the tour

The player shows a script error on screen: red text on black that starts ERR: and ends with LINE: and a number. It comes from the player, not from your website. Reload the page. If it stays, contact us with the whole message, the address of the page that holds the tour, and the name of your browser.

Videos, sounds or pictures inside the tour do not load

On the live site, Panoramr's pages for a tour send a Content-Security-Policy that lists the addresses a tour may load frames, pictures, sounds and videos from: Panoramr's own, YouTube and Vimeo for frames, plus a few map and Google services for pictures. Use a file that Panoramr stores for you, or a YouTube or Vimeo address for a video.

VR does not start as a headset session in the frame

The code from the Publish tab carries an allow list. If your frame has none, because you pasted older code or your builder changed it, put the list back in your iframe. It is the list Panoramr's own Explore page uses:

allow="accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; xr-spatial-tracking"

We have not tested VR on a headset, or what this list changes, for a tour on your website.

The tour has the wrong size

  • The code makes the frame as wide as the space your page gives it (width="100%") and 600 pixels tall (height="600px"). Change 600px for another height.
  • If the frame is narrower than you expect, check the width of the block your builder puts the code in.
  • Keep allowfullscreen in the code.

The tour is old, or shows the free Default look

Next steps

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