Xr tour stuck at generating---Fixed

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1

XR Tour still generating (24hours and counting) - how to stop or delete? help

2

Hello everyone, I saw in the update that I can create an XR Tour, which is perfect for sending a project to a client. So I rendered it in an sphere format with around 300 images, but it has been stuck on “generating” for 7 hours now, and I can’t cancel it.

When I try to publish a new one just to test, it tells me that one is already uploading, so I can’t do anything on that end. If anyone has an idea on how to fix this, I’d really appreciate it. Thanks a lot.

3

Hi @dds02 @mathieu.lelievre.cir

Thank you for reporting this issue, and we apologize for the inconvenience.

To help us investigate this further, could you please provide the following information?

  1. Your user account/email used to create this XR Tour (you may send this to me privately)
  2. The approximate creation date and time when you started generating the XR Tour

This will allow us to check the backend status, as it may be related to an online or server-side issue that caused the process to get stuck. Thank you for your patience and cooperation.

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4

Have the same problem!

5

Hello @sean.pantin

May we know what your D5 account is?

6

Hello,
I am experiencing the same issue.
Has this problem been resolved?
If it has, I would appreciate it if you could let me know how to fix it.

7

Hello D5 Support Team, My XR Tour has been stuck in “Generating” status for over two days. Because of this, I cannot create any new XR Tours and my project is completely blocked. I have already: - Closed the browser - Restarted and shut down my PC - Waited for more than 48 hours Please cancel or remove the stuck XR Tour job and unlock my XR Tour creation.

8

Hi @office02-d

Sorry for the inconvenience. We’ve detected an issue with your account that is affecting your XR Tour, and our team is urgently troubleshooting. I’ll keep you posted as soon as we have an update. Thank you for your patience

9

Hi @office02-d

Your XR Tour has been recovered, and the issue should now be resolved. Thank you for your patience.

10

The issue has been resolved. Thank you very much for your help.

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