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IDX Broker Troubleshooting Guide

This guide covers common IDX Broker issues and troubleshooting steps for developers, agents, and website administrators.

Before Contacting Support

Please fully test and troubleshoot the issue before escalating it to IDX Broker Support.

When submitting a support request, include as much of the following information as possible:

  • Client domain name or Account ID (AID)
  • Description of the issue
  • Expected behavior
  • Links to affected pages
  • Screenshots
  • Steps to reproduce the issue
  • Examples or additional context

Providing detailed information helps reduce troubleshooting time and improves resolution speed.

Common IDX Broker Issues

This article covers common troubleshooting scenarios, though not every possible issue can be included.

Client Listings Are Not Displaying

Check Agent IDs

Verify that:

  • Agent IDs are configured correctly
  • The correct office or agent ID is being used
  • Duplicate agent IDs are not configured

If the same agent appears multiple times, try using the alternate agent ID.

Verify IDX Display Permission

Confirm that the listing is marked in the MLS as:

  • Allowed to display via IDX

If the MLS has disabled IDX display for the listing, IDX Broker cannot display it.

Office ID Limits

If using an office ID:

  • The account may only support a limited number of agents
  • IDX Broker may selectively display listings depending on account limits

Verify MLS Data Update Timing

Check:

  • When the listing was added to the MLS
  • When IDX Broker last downloaded MLS data

MLS coverage and update times can be reviewed here:

IDX Broker MLS Coverage Page

Listings Not Displaying on the Website

Verify IDX Display Status

Ensure the listing is:

  • Active
  • IDX-enabled in the MLS

Confirm Correct MLS Feed

Verify that:

  • The client account has the correct MLS enabled
  • The listing belongs to one of the enabled MLS feeds

Verify Data Update Timing

If the listing was recently added:

  • The MLS update may not have completed yet

Check MLS update timing here:

IDX Broker MLS Coverage Page

Listing Images Are Not Displaying

Check for Manually Added Images

If images were manually uploaded through the IDX Dashboard:

  • MLS-provided images will not overwrite them automatically

Revert to MLS Data

To restore MLS images:

  1. Navigate to:
    • Listings → Active
  2. Click the camera icon under the Tools column
  3. Look for:
    • Revert to MLS Data

If available, reverting may restore MLS images.

Verify MLS Image Updates

If images were recently added in the MLS:

  • The MLS update may not have completed yet

Verify update timing here:

IDX Broker MLS Coverage Page

Test Without the Wrapper

Append the following to the IDX page URL:

?nowrapper

If the URL already contains a ?, use:

&nowrapper

This removes the wrapper and helps determine whether the issue is:

  • IDX-related
  • Wrapper/theme-related

City Is Missing from the City List

Verify Applied City List

Check which city list is assigned to the search pages.

Add the City to the City List

Try manually adding the missing city to the custom city list configuration.

Assigned Agent Missing from Dropdown Menu

Verify the agent permissions inside the IDX Dashboard.

Ensure:

  • Display on Assigned Agent Menu is enabled

Advanced Search Option Values Missing

Advanced search values are generated dynamically from active MLS listings.

If an option value is not currently used by an active listing:

  • It may not appear in the search field options

Also verify:

  • You are viewing the correct property type

Wrapper Is Not Working

Test Static vs Dynamic Wrapper

If:

  • Static wrappers work
  • Dynamic wrappers fail

then the issue is often related to:

  • cURL access
  • hosting restrictions
  • blocked wrapper URLs

Verify Dynamic Wrapper Accessibility

Test whether the wrapper URL can be accessed publicly via cURL.

Common causes include:

  • firewall restrictions
  • password protection
  • maintenance mode
  • staging environments

Test Different Hosting

If possible:

  • Test the dynamic wrapper on alternate hosting

This can help isolate hosting-related cURL issues.

Saved Links Not Working Properly

When editing saved links:

  • Edit the URL manually when possible
  • Remove outdated advanced field names or option values

Old field names or values may no longer exist in the MLS data.

Property Showing in the Wrong Map Location

Client-Owned Listing

If the listing belongs to the client:

  • Latitude and longitude can be updated within the IDX Dashboard

Third-Party Listing

If the listing is not owned by the client:

  • Contact IDX Broker Support

Incorrect coordinates are commonly caused by:

  • ambiguous addresses
  • incomplete location data
  • MLS geocoding issues

MLS Settings or Label Changes Not Applying

If field label changes are not appearing:

  • Verify the change was applied to the correct property type
  • Some MLS settings must be updated separately for each property type

Changing a label once does not automatically apply it to all property types.

Agent Missing from the Roster

Verify that:

  • The agent is not assigned to another office in the MLS
  • The agent is configured to display on the roster

Sold Listings Are Missing

IDX Broker has limitations regarding sold listings.

Important Limitations

  • Sold listings older than 60 days before account creation cannot be imported automatically
  • Not all historical sold listings are available

Verify Listing Status

To appear on Sold or Pending pages:

  • Listings must have the correct status assigned

Listings left as:

  • Unknown

may eventually be removed.

Supplemental Listings

Older sold listings may need to be added manually as:

  • Supplemental Listings

Images Are Small on Results Pages or Widgets

Check the thumbnail settings:

  1. Navigate to:
    • Preferences → Global Preferences → Results
  2. Disable:
    • Thumbnail display settings if necessary

Map Widget Is Not Loading

This issue is commonly caused by an incorrect widget URL.

Verify that:

  • The "Page the Map will be used on" setting exactly matches the live page URL where the widget is embedded

Even small URL mismatches can prevent the widget from loading correctly.

Troubleshooting Best Practices

Test Without Wrappers

Use:

?nowrapper

to isolate:

  • wrapper issues
  • theme conflicts
  • CSS conflicts

Verify MLS Timing

Many listing and image issues are caused by:

  • MLS update timing
  • delayed feed refreshes

Confirm Property Type

Some fields, labels, and search options vary by:

  • MLS
  • property type

Test in Multiple Browsers

Browser extensions or caching can occasionally affect IDX behavior.

Additional Resources

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