My virtual tour stopped working. Is it because I stopped paying for something?

Not with a tour from us. What we deliver is a folder of static files on hosting you control, with no subscription, no licence term and no per-view charge, so there is nothing that could be switched off. If a tour has stopped, the cause is the hosting, the page it is embedded in, or the browser — never a lapsed account.

How do I tell whether the problem is the tour or my website?

Open the tour’s own address directly, outside any page it is embedded in. If it works there, the tour is fine and the problem is in the page holding it. Then open it on a phone using mobile data, and in a second browser. Those three tests separate hosting, embedding and browser problems in about two minutes, without any technical knowledge.

Do you notify tour owners when a browser change breaks something?

We publish a notice on this page: what changed, whether your tour is affected, how to check, and what to do. We do not run a mailing list for it and we do not collect addresses in order to build one. If you hold a tour we built, this page is the place to check, and you can write to us directly at any time.

One room is missing from my tour. Can that be fixed without re-shooting?

If it is a black or missing panorama in a room that was captured, yes — that is nearly always an interrupted upload, and re-uploading that part of the folder from the original delivery restores it. If the room was never captured, no. Adding a space that was not shot means another visit to the building.

Who can fix my tour if Vronos is not available?

Anybody who can upload files. The tour is static: an entry HTML file, panorama tiles, JavaScript, fonts and images, with no database and no server-side code anywhere in it. Any web developer can host it, move it or embed it without ever speaking to us, which is the practical meaning of being handed the files.

When something breaks: the standing procedure

Ahmed Pemaj Last verified 1 September 2026 8 min read

A large empty lecture hall photographed straight down its centre line, rows of vacant seats and fixed desks stepping away in symmetry, lit coldly from high side windows with deep shadow between the ranks.

Nothing inside a delivered tour folder changes on its own. So when a tour that worked stops working, the cause is almost always outside it: an expired certificate, a host or domain that moved, an upload that did not finish, a change to the page the tour is embedded in, or a change in one browser. This page is how to tell which, in about five minutes, and what to send us when it is none of them. No notice has needed to be published yet; when one does, it is added here.

A tour we delivered is a folder of static files sitting on a web host. It has no database to corrupt, no server process to crash, no licence to lapse and no subscription that could be cancelled out from under it. That is the practical meaning of owning the files, and it is also why the list of things that can go wrong is short, predictable, and mostly not about the tour.

The four questions a notice answers

What changed: Named precisely: which browser or platform, which version, and when. Never “an update”. If we cannot name it, we do not publish a notice about it, because an unnamed cause cannot be checked by the person reading it.
Whether your tour is affected: Stated as a test you can run rather than as a probability. Where only some builds are affected, the notice says which, and how to tell which one you hold.
How to check: The exact steps on your own tour, in the order that reaches an answer fastest, with what a pass and a failure each look like.
What to do: Who does it, whether it can wait, and what it costs. Where the fix belongs to us, the notice says so plainly instead of describing the work in the passive voice.

Check it yourself in five minutes

Open the tour’s own address, not the page it sits in
Go straight to the tour’s own URL. If it works there but not inside the page it is embedded in, the problem is that page, and the search has just narrowed to one file on your own website.
Walk three stations that are far apart
Not only the first one. A tour that opens and then shows one black panorama is an interrupted upload. A tour that does not open at all is something else entirely, and the difference is worth thirty seconds of walking.
Open it on a phone, on mobile data
This removes your own network, your office proxy, your firewall and your desktop cache from the picture in one step. If it works on the phone, there is nothing wrong with the tour or the hosting.
Open it in a second browser
One you do not normally use. Working in one browser and failing in another points at either the browser or the certificate, and both are fixable without touching the tour itself.
Look at the address bar
A warning about the connection, or a missing padlock, points at an expired or absent certificate. That belongs to whoever runs the hosting and is usually a few minutes of their time.
Open the browser console and reload
The developer tools are usually on the F12 key. Reload with the console open and look for requests that failed. A handful of missing tile files is an upload that stopped; everything failing means the address is not pointing where you think it is.
Open your own copy of the original delivery
Unzip a copy on your own machine and open the entry file. If the local copy works and the published one does not, nothing is wrong with what you were given: it is the hosting. Re-uploading from that archive is the whole of most repairs.

What actually breaks a static tour

The realistic failure modes, what each looks like, and whose job it is
What happened	What you see	Who fixes it
The certificate expired	A security warning before the tour, or an embedded tour that refuses to load	Your host, usually within minutes
The site moved host, or DNS changed	The address does not resolve, or shows the host’s default page	Whoever moved it. The tour folder itself is untouched
An upload stopped part way	The tour opens, then one panorama is black or one arrow leads nowhere	Re-upload that part from the original delivery
A file or folder was renamed or tidied away	A blank page, or missing panoramas	Restore the names. Everything inside the folder is linked relatively
The page the tour is embedded in changed	An empty frame, or a strip with no height	Whoever maintains that page — the fix is in the page, not the tour
A browser changed behaviour	It works everywhere except one browser, from one date onwards	Us. This is the case an Action Recommended notice exists for

The realistic failure modes, what each looks like, and whose job it is

Every row above except the last is outside the delivered folder. That is not a disclaimer — it is the reason a static tour is repairable by anyone at all.

What to send us

The address you opened, exactly as you opened it.
What you see, in your own words, and a screenshot that includes the address bar.
Which browser and version, and whether it is a phone or a computer.
When it last worked, as near as you can say.
Whether your own copy of the original delivery opens on your own machine.
Whether anything changed on your side: a new host, a renewed certificate, a rebuilt website, a folder somebody tidied.
The console output, if you got that far. Copying the red lines is enough.

That list exists because it is the difference between an answer the same day and four messages spent establishing what you are looking at. If you have none of it, write to us anyway and describe what you see — we would rather have a vague report than a broken tour nobody mentioned.

What it costs

If what we delivered is at fault, fixing it is ours and there is no charge. If the hosting, the embedding page or the files on your server are at fault, the fix is usually yours to make and we will tell you what to do rather than quoting for it. Where you would rather we did it, it is a small job quoted before it starts, like anything else on the rate card. There is no support subscription to buy, because there is nothing running that a subscription could keep alive.

Keep the original delivery

The single most useful thing you can do with a tour you own is keep the original delivery somewhere backed up that is not the web server it is published on. It is the master copy. Re-uploading it repairs an interrupted upload, restores a folder somebody tidied away, and moves the tour to a new host in one step. It is also what turns a change of web agency into a copy operation rather than a negotiation, because the new agency needs the folder and nothing else — the hosting procedure is here.

If you hold a tour we built and something is not right with it, tell us what you are seeing. If you are still deciding whether to have one built, everything in our published work is open, ungated and running on exactly the arrangement described on this page.

Questions people ask

My virtual tour stopped working. Is it because I stopped paying for something?: Not with a tour from us. What we deliver is a folder of static files on hosting you control, with no subscription, no licence term and no per-view charge, so there is nothing that could be switched off. If a tour has stopped, the cause is the hosting, the page it is embedded in, or the browser — never a lapsed account.
How do I tell whether the problem is the tour or my website?: Open the tour’s own address directly, outside any page it is embedded in. If it works there, the tour is fine and the problem is in the page holding it. Then open it on a phone using mobile data, and in a second browser. Those three tests separate hosting, embedding and browser problems in about two minutes, without any technical knowledge.
Do you notify tour owners when a browser change breaks something?: We publish a notice on this page: what changed, whether your tour is affected, how to check, and what to do. We do not run a mailing list for it and we do not collect addresses in order to build one. If you hold a tour we built, this page is the place to check, and you can write to us directly at any time.
One room is missing from my tour. Can that be fixed without re-shooting?: If it is a black or missing panorama in a room that was captured, yes — that is nearly always an interrupted upload, and re-uploading that part of the folder from the original delivery restores it. If the room was never captured, no. Adding a space that was not shot means another visit to the building.
Who can fix my tour if Vronos is not available?: Anybody who can upload files. The tour is static: an entry HTML file, panorama tiles, JavaScript, fonts and images, with no database and no server-side code anywhere in it. Any web developer can host it, move it or embed it without ever speaking to us, which is the practical meaning of being handed the files.