Technical Troubleshooting for IT Departments
Technical Troubleshooting Guidelines
PolicyMap Does Not Load or Run Properly
In the event that PolicyMap does not load and run correctly, there are several technical troubleshooting activities that can be performed to resolve the problems. Given that the application is Internet-based, the issues that cause it to fail to run are almost always traced to a faulty or interrupted connection between the end computer and the servers that run PolicyMap. Some examples of these types of issues are shown in the screenshots below.
In the first example, neither the search box nor the map will load:
In this second example, the text appears without its proper formatting:
In each case, the end computer is not able to retrieve the full set of information being sent from the server, required to run the application. Most likely, the problem can be traced to one of four probable causes, listed below in the order of most frequently occurring:
- Issue: The firewall is filtering or delaying the communication between the end computer and PolicyMap servers, not allowing the application to fully load.
Proposed solution: Allow users to pull any resources over both ports (80 HTTP and 443 HTTPS) from domains *.policymap.com and *.pushpin.com. For example, don’t filter by extension (e.g. .html, .jsp, .js) as the application has some calls that will not fall into the acceptable bucket of resource extensions.
- Issue: Software exists that is interrupting the connection (e.g. virus scanner); the scanning of incoming communication is taking either blocking some communication or taking an excessive amount of time and causing the browser to time out.
Proposed solution: Check anti-virus scanners and/or other similar packages that can interrupt communication between browsers and Internet sites. Adjust the settings to allow for the required level of communication.
- Issue: Internal network issue, e.g., a certain portion of the network is suffering from issues causing slow Internet performance.
Proposed Solution: Some network switches could be problematic and experiencing packet loss. If this is the case, it will cause slow Internet connections for everyone tied to that same portion of the network. Analyze switches and other relevant hardware and software to determine for this type of problem.
- Issue: Certain browser plug-ins are interfering with communication between the browser and external servers.
Proposed Solution: Check the list of plug-ins and determine if this is the case.
If you are still having technical difficulties with PolicyMap, please contact us at info@policymap.com or call us at 866-923-MAPS (6277).