My tour is missing. What can I do?

There could be multiple reasons why a tour becomes unsearchable. In this article, we list down these reasons, the causing factors and how to go about dealing with them when it happens.

Please note that this article are for tours created under the same account only. This means that once you've created a tour and found it missing for whatever reason, this article is for you.

1. Tour goes missing after logging out or reinstalling the DocuSketch app.
This is the most common reason why a tour may go missing. This is one reason why it would be best to consider uploading any pending tours first before updating the login credentials of an account, logging out of the DocuSketch app or reinstalling the DocuSketch App.

Path Forward: For cases like these, you may do the following:
a. Plug the camera into your computer.
b. Find the 360 images inside the camera.
c. Login to the DocuSketch Web Portal.
d. Create the tour there. Fill out the necessary details.
e. Drag and drop the images from the camera into the drop boxes.
f. Label the rooms accordingly.

2. Tour goes missing after uploading the tour.
This is a rare case. It typically happens during the upload process where the images are being uploaded between the device onto the cloud.

Path Forward: For cases like these, please reach out to help@docusketch.com, call us at 888-400-8858 extension 2 or chat with us through the DocuSketch app to notify us of the issue.

For an immediate remedy, you may do the following:
a. Plug the camera into your computer.
b. Find the 360 images inside the camera.
c. Login to the DocuSketch Web Portal.
d. Create the tour there. Fill out the necessary details.
e. Drag and drop the images from the camera into the drop boxes.
f. Label the rooms accordingly.

3. Tour was created under a different account.
This case tends to happen if the user uses multiple DocuSketch accounts. Ideally logging into one account should suffice. However, should there be a reason to login to multiple accounts, this may be a factor to consider.

For this scenario, the best fix is to remember which account the tour was created under or alternatively, login as the main admin account to view all tours created. Remembering the tour name also helps when using the search option.

Here are options you can try to find the tour:
a. Login as the main or office admin and search for the tour.
b. Use the "Office Tours" tab. This is available on the DocuSketch Web Portal by clicking on the Office Tours tab and on the DocuSketch App by tapping the search field:

4. Tour was archived or deleted.
A tour can be deleted through the DocuSketch App before it is uploaded. Once the tour is uploaded, the only way a tour can be deleted is by archiving the tour first, then deleting the tour permanently. Archiving a tour acts like a recycle bin where you can still access these tours in case you change your mind about deleting them. However, once a tour is deleted permanently, there is no way of retrieving the old data without recreating the tour again.

If the tour is archived, you can simply go into your main account's "Archived Tours" list and reinstate the account. 

5. Tour is not stored locally into the mobile device.
This happens mainly on iOS devices. The iOS device stores the last recently edited 1000 tours on the mobile device immediately available for search. This is done because anything more than that would fill your mobile device's storage space.

For cases like these, all you'll have to do is the following:
a. Open the DocuSketch Web Portal on your mobile browser.
b. Search for the tour you are looking for.
c. If it is available under your account, click on the cog icon beside the tour name to modify the tour name.

Update your DocuSketch App's tour list. This should pop the tour on top of the searchable list on your mobile device.

See additional references: How to find my tour?