General Troubleshooting

  1. Try another browser
  2.  If problem is specific to one browser, try to:
  • Disable any ad blockers or other extensions 
  • Check cookies are enabled 
  • Check JavaScript is enabled
  • Test in Incognito/Private mode
  • Clear cache and restart (press F12, right click on refresh button and select "Clear Cache and Hard Reload")

3. Test in another environment completely: test on another machine and network e.g. on mobile on mobile network or at home on domestic ISP?  

Specific Errors

Failed to initialize WebGL

WebGL is a graphics technology that is supported and enabled by default on all major browsers. However, there can be issues with certain combinations of video/graphic cards, browsers and Operating Systems. It is a requirement of Azure Maps which eSpatial uses as its core mapping component.

Troubleshooting steps for this error:

  1. Get latest browser version
  2. Get latest video card drivers 
  3. Go to:Chrome Settings -> Advanced -> ensure "Use hardware acceleration when available" is enabled.
  4. Go to:chrome://flags/#ignore-gpu-blacklist and enable this option, restart PC (restarting Chrome alone may not work with this change)
  5. (info gathering, as above in General Steps)
  6. Visit: https://get.webgl.org/ in each browser. Does user see spinning cube?
  7. Go to:chrome://gpu and then click the "copy report to clipboard" button and send to us
  8. Go to: http://mapbox.github.io/mapbox-gl-supported/diagnostics.html. Does a map appear? Copy all content of page and send to support.
  9. Test in another browser 

Reporting an Error

If your problem persists please generate a HAR file and contact us on chat or at help@espatial.com 

How to Generate a HAR File 

Open Google Chrome (on the machine/browser where he is experiencing this) and go to the page in eSpatial where the issue is occurring.

Press F12 (or Fn key and F12 on a laptop) to open the Developer tools.

In here:

  1. Select the Network tab
  2. Check the Record button in the upper left corner of the Network tab is red; if it is grey click it once to start recording
  3. Check the box next to Preserve log
  4. Click the clear button (crossed out circle) to clear out any existing logs from the Network tab

Try reproducing the issue that you were experiencing before (creating a new Workspace).

Once you have reproduced the issue save the information in the Network area of the Developer tools as a Har file; right click anywhere on the grid of network requests select Save as HAR with Content 

Save the file to your computer and send it onto us via email to help@espatial.com 

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