Online Tours FAQ

How do I participate in the tour?

The guided session will be via Zoom, – please make sure that you have Zoom installed on your device and are familiar with how it works if this is your first time using it. To explore the virtual space after the guided session you must ensure you are using one of the following browsers: you must ensure you are using one of the following browsers:

Windows PC: Chrome, Firefox, Edge (Chromium version only)
macOS (Mac / MacBook): Safari, Chrome
Android Phone/Tablet: Chrome
iPad / iPhone: Safari

As the system is browser based rather than download, this means we have concentrated our efforts on the most popular browsers. As such we cannot guarantee that older or unsupported browsers will be able to open or operate the tour.

Due to the memory demands of streaming live video whilst simultaneously manipulating 3D tours, we cannot guarantee that older devices will work in all cases. If your computer or device is not working please try on a newer device. 

My video box is black

Ensure the camera icon is Green

You may be using an incorrect browser, if so see point above. 

You may be using your camera on another applications such as Facebook, Whatsapp or any other program that has access to your camera. Please check this and close any applications that could be using and refresh the window.

Your camera may be disabled globally. Please check computer settings

You may have denied access to the camera when first opening the application. In desktop browsers you can right click the lock icon in the URL bar and enable the devices. In other cases, you may need to close the browser completely and reopen. If this does not resolve the issue you can try and clear the history from your  device for the past hour and try again. 

If none of these work you can try and open the tour in a private or incognito window. 

Your camera may be faulty. 

I can’t hear anyone

Make sure your volume is turned up.

You may be using an unsupported browser. See Point 1

The other participants may have their microphones turned off. The microphone icon needs to be Green to be active. 

Try refreshing the page.

People can’t hear me

Ensure the microphone icon is Green.

You may be using an incorrect browser, if so see point 1. 

You may be using your microphone on another application, such as Facebook, Whatsapp or any other program that has access to your mic. Please check this and close any applications that could be using and refresh the window.

Your microphone may be disabled globally. Please check computer settings

You may have denied access to the microphone when first opening the tour. In desktop browsers you can right click the lock icon in the URL bar and enable the devices. In other cases, you may need to close the browser completely and reopen. If this does not resolve the issue you can try and clear the history from your  device for the past hour and try again. 

If none of these work you can try and open the tour in a private or incognito window. 

I can’t see anyone

You may be using an unsupported browser. See Point 1

The other participants may have their camrea turned off. The camera icon needs to be Green to be active. 

Try refreshing the page

People can’t see my video

Ensure the camera icon is Green

You may be using an incorrect browser, if so see point above. 

You may be using your camera on another application, such as Facebook, Whatsapp or any other program that has access to your camera. Please check this and close any applications that could be using and refresh the window.

Your camera may be disabled globally. Please check computer settings

You may have denied access to the camera when first opening the tour. In desktop browsers you can right click the lock icon in the URL bar and enable the devices. In other cases, you may need to close the browser completely and reopen. If this does not resolve the issue you can try and clear the history from your  device for the past hour and try again. 

If none of these work you can try and open the tour in a private or incognito window. 

Your camera may be faulty, please check this is working OK on another application. 

People can’t see me moving through the tour

You may be using an unsupported browser. See Point 1.