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Hi,

We have a customer issue that the GIS map is not available after setting the location (Service Management> Service Management basic data> Location>Location ) in 23R2. Furthermore, when RMB location is in map position, click inspects and then clicks the Document (location link), error 504 appears.

Customer’s Environment
Error 504-Document Location link 

But when we do this for the same location in our core environment (23R2 – Alain login) GIS map loads without an issue (Kindly refer to the attached image) and error 504 does not appear when opening the location link. Further, we change the False to True in GIS Settings, Show_Log but the error is not recreating.

Core environment 23R2

 

Kindly let us know the possible reasons for the above-mentioned issue. 

Thank you

Customer informed that issue was recently occurred, and GIS settings in customer’s environment are as follows. 

 

Looks like a firewall/access issue. 504 is "Gateway Timeout". Looks like the web server refuse to serve the map's HTML and JavaScript files.

By the way, this has no relation to any settings for GIS Map/the GIS integration.
 

Something is blocking or in other ways refuse to serve files hosted here:

At least that is my guess.

This is Remote deployment, right?

 

Thanks for the reply @Mathias Dahl 

yes, Customer’s residency type is remote. 

Hi @Mathias Dahl ,

Further investigation in the core environment we have observed that map in the location window (Service Management> Service Management basic data> Location>Location) and map in the URL link (RMB location in map position, click inspects and then clicks the Document link) are different from each other. map in the location window is showing the accurate map position and map in the in the URL link showing the same position for different locations. 

 

Map in the location window 

 

Map in the URL (Inspect>Document>Link RMB open )

Can you assist, by explaining us about the possible reasons for these different map positions? 

Thank you

The reason is that, when the map is "embedded", it knows this, and it will make a real request to the database to get the map positions (and other meta data), whereas when you call it standalone, it goes into a kind of development/debug mode and do not try to fetch the right data (it fakes one or a few positions.)

Why do you want to open the map in its own window? It's not how it's meant to be opened. If it's for checking access to the map files (HTML and JavaScript), it might be a good experiment, but otherwise not 🙂 

 

Thank You for the reply @Mathias Dahl.

Actually, this step was followed by the customer, and we are assuming that customer is trying this because map is not available in “Location” window. 

 

Dasun 

Did they sort it out yet? As I said, it's probably some sort of firewall/network access problem. It's an "external" problem, nothing that can be fixed from inside IFS Cloud.

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