Walkthrough won't play

Applies to

• Share links and embeds, as viewers see them.
• Fixes need an Owner, Admin, or Editor of the workspace.

What you see

• "Page not found" and "The page you are looking for does not exist."
• "This tour is currently unpublished" in an embed.
• "This project is currently unavailable" and "The project owner needs to republish it before it can be viewed."
• "This link is no longer available on this domain"
• "This tour can't play in your browser" and "It contains video in a format your browser doesn't support. Open it in Chrome or another browser to watch."
• The walkthrough plays, but there's no sound.

Quick checks

• Open the link in a private browser window to see what a signed-out viewer sees.
• In Layerpath, select Share and check that Publish project is on.

Causes and fixes

It isn't published

You see "Page not found" at the link, or "This tour is currently unpublished" in an embed. This happens when the walkthrough was never published, or someone unpublished it.

To fix it:

1. Open the project in Layerpath and select Share.
2. On the Link tab, turn on Publish project. You'll see "Tour published and link copied".

It worked if the link opens in a private window. If Publish project won't stay on, see Can't publish a walkthrough.

A plan change unpublished it

You see "This project is currently unavailable". This happens when a plan change unpublished the project.

To fix it:

1. Open the project in Layerpath and select Share.
2. On the Link tab, turn on Publish project.
3. On Free, if 3 projects are already published, unpublish one first, or ask an Owner or Admin to upgrade.

It worked if the link opens in a private window.

Its custom domain was turned off

You see "This link is no longer available on this domain". This happens when a plan change turned off the workspace's custom domain. The walkthrough still opens at its Layerpath link.

To fix it:

1. Open the project in Layerpath and select Share.
2. On the Link tab, select Copy link.
3. Replace the old link wherever you shared it. For an embed, use Copy embed on the Embed tab.

It worked if the new link opens in a private window.

The browser can't play its video

You see "This tour can't play in your browser". This happens when the walkthrough is made only of video, in a format the viewer's browser can't play.

To fix it:

1. Open the link in Chrome or another browser.
2. For viewers who can't switch, share the walkthrough's video export instead.

It worked if the walkthrough plays.

There's no sound

This happens because every player starts muted. The voiceover plays once the viewer turns the sound on.

To fix it:

1. In the player, select Unmute.
2. If it's still silent, open the project in the editor and select Voiceover > AI voiceover.
3. If AI voiceovers is off at the top of the panel, turn it on. When it's off, viewers hear no voiceover.

It worked if you hear the voiceover after selecting Unmute in a private window.

Still not working

Email support@layerpath.com, or select Support at the bottom of the sidebar on this site. To chat with support, go to Home in Layerpath, select the ? at the bottom right, then Contact us. Include:

• the link or embed code that won't play, and where it's placed
• the exact message the viewer sees
• the viewer's browser and device