Common Issues

Solutions to frequently encountered problems with RouteRef.

Map Issues

Map won't load

Symptoms: Blank gray area, spinning loader that never stops

Solutions:

1. Check your internet connection
2. Clear browser cache and reload
3. Try a different browser
4. Disable browser extensions (especially ad blockers)
5. Check if JavaScript is enabled

Map is very slow

Symptoms: Laggy panning, slow zoom

Solutions:

1. Close other browser tabs
2. Reduce the number of visible zones (use filters)
3. Check your internet speed
4. Try a different browser (Chrome recommended)

Zones not displaying

Symptoms: Map loads but no colored zones appear

Solutions:

1. Check if filters are hiding zones
2. Click "Show All" in the legend
3. Zoom out to see if zones are in a different area
4. Refresh the page

Search Issues

Address not found

Symptoms: Search returns no results

Solutions:

1. Add city and state to the address
2. Check spelling
3. Try a nearby landmark or intersection
4. Use a partial address

Wrong location shown

Symptoms: Search finds wrong place

Solutions:

1. Add more details (city, state, ZIP)
2. Select the correct option from suggestions
3. Verify the address is correct

Login Issues

Can't log in

Symptoms: Login fails with error

Solutions:

1. Verify email is spelled correctly
2. Check CAPS LOCK is off
3. Try the "Forgot Password" option
4. Contact your account owner

Session expired

Symptoms: Logged out unexpectedly

Solutions:

1. Log in again (sessions last 24 hours)
2. Clear cookies if having repeated issues
3. Check that cookies are enabled

Editing Issues

Changes won't save

Symptoms: Save button doesn't work, error on save

Solutions:

1. Check your internet connection
2. Verify you have edit permissions (Admin or Owner)
3. Refresh the page and try again
4. Check if you've hit zone limits

Can't draw zones

Symptoms: Drawing tool doesn't respond

Solutions:

1. Make sure you're in drawing mode
2. Click points inside the map area
3. Complete the polygon by clicking first point
4. Try zooming in first

Zone boundaries disappear

Symptoms: Edited boundaries revert or vanish

Solutions:

1. Make sure you clicked "Done Editing"
2. Click "Save Changes" before leaving
3. Don't refresh without saving

Performance Issues

Very slow on mobile

Solutions:

1. Use WiFi instead of cellular
2. Close other apps
3. Try landscape orientation
4. Clear browser cache

Browser crashes

Solutions:

1. Update your browser
2. Clear cache and cookies
3. Disable extensions
4. Try a different browser

Account Issues

Forgot password

Solutions:

1. Contact your account owner
2. They can reset your password or recreate your account

Wrong permissions

Symptoms: Can't access features you need

Solutions:

1. Check your role (Zones tab header shows it)
2. Ask account owner to upgrade your role
3. Verify you're logged into correct account

Billing Issues

Payment failed

Solutions:

1. Update payment method in billing portal
2. Check card hasn't expired
3. Verify billing address
4. Contact your bank if card is valid

Can't access billing

Solutions:

1. Only owners can access billing
2. Verify you're the account owner
3. Contact support if you should be owner

Still Need Help?

If these solutions don't resolve your issue:

1. Check the FAQ: Frequently Asked Questions
2. Contact Support: support@routeref.com

When contacting support, please include:

• Your company name/URL
• Browser and device you're using
• Steps to reproduce the issue
• Any error messages you see
• Screenshots if possible