1Overview
Map problems usually belong to one of five areas: source XML, coordinate/geometry content, browser state, account entitlement or an external/API service. Service status, the example file and reproducible steps help separate them.
A file, map control, collaboration room, REST layer or Map Pro tool fails.
2Failure boundaries
The viewer, browser, source data and API-backed services can fail independently.
| Feature or choice | Current behaviour |
|---|---|
| Example isolation | A successful example load confirms the core viewer and narrows attention to the user's file or data.Support avoids treating every source-data problem as an application outage. |
| Service status | Tools can be marked online, offline or maintenance by the runtime API.Users can distinguish a planned service state from local failure. |
| Browser reset | Clearing site data resets favourites, theme, sessions and cached preferences.It is a last-resort diagnostic step with understood consequences. |
3Diagnose before escalating
Classify, reproduce, collect minimal evidence and send one precise report.
Classify the problem
Use the smallest reliable test.
- Reload once and reproduce the issue.
- Try the example file for viewer problems.
- Check whether the failure follows one XML, one browser, the account or a named service.
Collect evidence
Capture context without unnecessary project data.
- Record the file name, parsed asset count and coordinate context.
- Record Free or Map Pro account state and service status.
- Capture the first meaningful error and the actions immediately before it.
Contact support
Send a concise reproducible report.
- Open Support from Tools.
- Describe expected and actual results and the exact tool.
- Attach only approved evidence and preserve the ticket reference.
4Product differences
The task is shared where possible, but selection, interface integration and model operations follow the host shown below.
Standard Map support covers viewer, upload, display, reference layers and collaboration.
Map Pro reports should include account entitlement and the specific authenticated XML service used.
5Before you begin
- Do not send confidential XML unless approved.
- Record the time, browser, tool and exact message.
6Troubleshooting
The whole application is blank
Try a current browser window, disable only relevant content blockers for the site and check browser console/network evidence if authorised. Report the timestamp and browser version.
Only one XML fails
Preserve the file, compare with the example and inspect structure/coordinates. Use Map Pro audit when permitted or return the parsing evidence to the source author.
Only a Map Pro tool fails
Confirm sign-in, entitlement and service status. Standard map viewing can remain online while an authenticated XML service is unavailable.