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How to get support

If you don't find the information you are looking for in this user guide, or on the MapsAlive website, let us know so that we can help you. Please email questions to

Below are issues you may run into, along with information about how to resolve them.

Why don't I see my changes after publishing my tour?

This is most likely a browser cache problem. When you run your tour in a browser, the browser saves tour files in its cache. After you clear your browser cache and reload your tour, the browser gets the latest files.

The steps to clear your browser cache depend on which browser you are using, such as Chrome, Firefox, or Safari. You can usually find the option to clear the cache in the browser settings or you can search for the steps for your specific browser.

Provide instructions for how to clear the cache on popular browsers

Why are shape markers covering up symbol markers even though the symbols are higher in the stacking order?

This can be caused by an optimization in MapsAlive called marker caching. To disable marker caching, set the disable-caching tour setting to false. The example below shows how to do this using JavaScript coded on the Custom HTML screen.

function onEventTourLoaded(event) {
    event.api.setTourSetting("disable-caching", true);

If this solved the problem, but now the tour is performing slowly, please contact

Why do my map colors look different from the map image I uploaded?

This can happen when you upload a jpeg image that has its color profile set to something other the sRGB. When you upload the image, MapsAlive stores a copy of the original image at full size (unless it's larger than 4096x4096px, in which case MapsAlive will downsize the image), and also creates smaller versions to use when the map is displayed zoomed out and does not require so much resolution.

MapsAlive creates the smaller versions using the sRGB color profile. As such, the colors may look correct when the map is zoomed out, but not when zoomed in. To fix the problem, set the color profile to sRGB before uploading the image to MapsAlive.

To change the profile using PhotoShop:

  • Open the image in PhotoShop
  • Choose Edit > Assign Profile from the menu
  • On the Assign Profile dialog:
    • Choose the Profile option
    • Select sRGB IEC6196602.1 (or something close to that)
Why do some markers that are on the map not show in the Map Editor?

This can happen when a very large map is zoomed out and some of the markers are both very small and the markers zoom. When the map is zoomed out, these markers can become so small that they become invisible. The solution is to either use larger markers or change the markers to not zoom.

Why don't I see some of my marker in the Markers dropdown on the Edit Hotspot Content screen

Markers that are not in use by the current tour won't appear in the dropdown if you had checked the Filter Markers option. To see the markers, choose Library > Filter Markers and uncheck the option.