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Collector will not load maps on Android 7.0

Anonymous User

My organization recently purchased a Samsung Tab S2 Android 7.0 tablet to run Collector in the field, prior to this we ran on a Samsung Tab E Android 6.0.1. My maps still work fine on the Tab E, but if I try to access them on the new Tab S2, Collector opens and I can select the map I want to open, it opens but the basemap will not appear. It just spins as if it cannot find the basemap; the accuracy will increase up to around +/-10' and the add new feature tab is available (I can also "add" a new point and fill out all the tables including adding attachments but after I submit it the point will exist but it will tell me that it is missing location data). I can connect to the internet and access items over the web so connectivity to the device is not the issue. I have cleared the cache, cleared the data, unistalled and reinstalled twice. Does anyone have any idea what I am missing; I know it will be something stupid.....it always is.

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Accepted answers

Anonymous User

Kevin,

Thank you for responding, in answer to your questions:

Please confirm if you see the following, in addition to the basemaps not loading in the open map:

- There are two 'Search' buttons (magnifying glass icons) on the top toolbar in the map gallery.

Yes Exactly!

- When you attempt to download a map, the basemap loads in those screens

I did not attempt to download anything because I just assumed it would not work either. I should have.

I was looking around in the settings trying to see what might be causing the problem. I tried turning the GPS locations OFF and ON, I tried changing Mock Locations in the Developer Options from none to GNSS (we use an R1 reciever to refine location) and I opened up our Tab E and tried to "mirror" the settings, all to no avail. Finally I reset the device to factory settings and it has begun working properly.

So next I checked for updates and my tablet is now up to date (still 7.0) and still works. Unfortunately, I had to stop there because the tablet is needed in the field. The main difference that I know exist is, I did not reinstate the pin at login (so no security on the tablet; since we do not keep sensitive data I made the decision that it was unnecessary)

I did not set it up originally, a coworker did, and then brought it to me when it did not work.

So my advice as of now would be, if you are experiencing this problem, to back up your data and reset the tablet to factory settings.

All comments

KevinBurke

Hi Michael,

Thank you for reporting that issue with your tablet. I have been able to reproduce that same behavior on my Samsung Galaxy Tab A. It was initially running Android 6.0.1 but I just upgraded it to 7.0 this morning. I have uninstalled/reinstalled Collector 17.0.2 a few times, but still the basemaps do not load when the maps are opened.

Please confirm if you see the following, in addition to the basemaps not loading in the open map:

- There are two 'Search' buttons (magnifying glass icons) on the top toolbar in the map gallery.

- When you attempt to download a map, the basemap loads in those screens.

This issue is still being investigated on our end.

Strangely though, I just tested with a Samsung Galaxy Tab S2 9.7 running Android 7.0 and it works just fine with Collector. However I then compared the Android build number and other information in the About page for the device between the Tab S2 that worked and my Tab A that didn't. The build information on my Tab A appears to be a newer version of 7.0. Perhaps this could be why one works and one doesn't.

Could you please post a screenshot from your Tab S2 (Settings > About tablet)? I want to compare yours with mine.

So far I haven't tested the issue regarding adding/submitting new features.

My colleague has a Nexus 9 tablet running Android 7.1.1 and it works fine as well. Also we've tested on a Samsung Galaxy S6 running Android 7.0 and it also works fine. Therefore at this point, there are many variables to try and narrow down.

Thank you.

-Kevin

Anonymous User

We are having a similar issue today with our Androids. When we try to zoom to the work area during a basemap download, the app fails. We have been able to successfully load the same project on our iOS devices. We have two at 6.0.1 and one at 7.0. Ando i

KevinBurke

Thank you Kim,

The issue you're running into sounds different that the one originally posted. The behavior we're seeing is that when you just try to open a map, nothing actually renders on the screen and the UI continues to give feedback that the map is loading, but it never does. This issue is specifically regarding Android 7 and not 6.0.1.

In your case, it appears that when you try to download a map and zoom to an area, it crashes on Android 6.0.1 and/or 7. Is that correct?

On any of your devices running 6.0.1 or 7, can you successfully open any map (outside of downloading) and have the features and basemap display normally?

Did this issue just recently start happening for you? When did it work last? Did you recently upgrade Collector versions to 17.0.2 and started seeing this issue?

Thank you

-Kevin

Anonymous User

Yes, the app crashes upon zooming on the download screen.

And yes, we can successfully open a live map and navigate properly.

Thank you

Anonymous User

Kevin,

Thank you for responding, in answer to your questions:

Please confirm if you see the following, in addition to the basemaps not loading in the open map:

- There are two 'Search' buttons (magnifying glass icons) on the top toolbar in the map gallery.

Yes Exactly!

- When you attempt to download a map, the basemap loads in those screens

I did not attempt to download anything because I just assumed it would not work either. I should have.

I did not set it up originally, a coworker did, and then brought it to me when it did not work.

So my advice as of now would be, if you are experiencing this problem, to back up your data and reset the tablet to factory settings.

KevinBurke

Thank you Michael for that information. I am glad to hear that the factory reset worked for you.

Just out of curiosity though, was your Samsung Galaxy Tab S2 originally purchased with 7.0 factory installed or was it upgraded from 6.0.1 to 7.0? From the original post it appears that it was purchased at 7.0, but I just wanted to clarify this.

I am going to try the factory reset on my tablet and see how it goes.

Thanks

-Kevin

Anonymous User

Kevin,

I am actually unsure as to that answer, when he received the tablet my coworker just started doing things his way and I honestly would not have known he had got a new tablet except that it "broke." Then I was asked for help. If it was originally 6.0.1 and was upgraded to 7.0 then the Factory Reset did not push it back to 6.0.1. My apologies, I wish I knew the answer but on the plus side (for me) ,I have been informed that this won't happen again, all future tablets will go to me first to be set up.

Regards,

KevinBurke

Hello,

I just wanted to provide an update to this forum.

*Note - in general prior to performing any OS upgrade, please ensure that any offline data has been synchronized.

Because this behavior is still being investigated and because having to factory reset the device is not an ideal workaround, here is another workflow that might solve this problem.

If anyone runs into this issue, before factory resetting the device, please try the following:

Connect the Android tablet to a PC via the USB cable. Make sure Collector is closed.
Using Windows Explorer on the PC, navigate to the tablet and locate the ArcGIS_Collector folder.
Cut/paste that entire folder onto the desktop PC.
Back on the device, uninstall and reinstall Collector. A new ArcGIS_Collector folder will be created on the device.
Launch Collector and access the free maps via ‘Try Collector for ArcGIS’.
Try opening the ‘GNSS Capture’ map. See if the basemap loads.
If it does, sign in and open your map and download it as well to test it.

I am not sure if these steps will work to fix this issue, but it’s a quick and easy test to try. You can replace the ArcGIS_Collector folder afterwards if necessary on the device.

Please respond back to this forum to let me know if these steps worked or not. Unfortunately I do not have a reproducible case on my end to try these steps.

Thank you.

-Kevin

OliviaDrake

FYI, I can't open the GNSS Capture map either after re-install. Will try to factory reset next. Thanks!

KevinBurke

Hi Olivia,

Thank you for the response.

Before doing the factory reset, did you happen to first try the steps I outlined above for temporarily removing your ArcGIS_Collector folder from the tablet > then reinstalling Collector?

I am trying to see if that folder could be the cause of this problem. Unfortunately I don't have a repro case to test that myself.

Thanks

-Kevin

OliviaDrake

Yes I did, actually a couple of times. I just did the factory reset and now everything works. Thanks to this post!!

That folder was definitely glitchy though because it did some weird things (like making replicas of itself on the tablet) when I was trying to copy the data to my desktop for a backup.

JohnPlunkett

Hi Kevin

We have a few devices Samsung Galaxy Tab S2

Android Version 7.0

Collector 17.0.2

Same issue, Maps would not load in Collector, > Explorer for ArcGIS > Survey 123 worked as expected

Followed your steps by removing the Folder etc... >Still had issues with viewing the basemaps etc...

Then after doing a factory reset, the device is now working as expected.

RyanClark9

Hi Kevin, Michael and others,

Thank you for posting this question, and for all of the subsequent comments, etc. This has helped me resolve the same issue on a Samsung Tab S2, model SM-T713 with Android 7.0. We just purchased the tablet earlier this month with the intention of using ESRI Collector for offline data collection in the field. I tried Kevin's suggestion of moving the ArcGIS_Collector folder off of the tablet, and uninstall/reinstalling the app. That did not work. I also had to do the factory reset twice. Fortunately, after the second time, Collector is now loading the maps!

Thanks,

Ryan

RyanClark9

Hi all,

Looks like I spoke too soon. Collector is not loading any maps again on our Samsung Tab S2 with Android 7.0. It's obviously not practical to have to do a factory reset every day to get it to work. So this issue remains unresolved. Any help would be much appreciated!

Thanks,

Ryan

Anonymous User

Ryan,

To clarify, are all the maps not loading in the maps page, or are they appearing in the maps page and then when you try to open any map, the basemap is not loading? based on your comments:

"We just purchased the tablet earlier this month with the intention of using ESRI Collector for offline data collection in the field."

and,

"Collector is not loading any maps again"

I guessing that you are attempting find a downloaded map (for use offlione) and they are not coming up on the maps page.

RyanClark9

Hi Michael,

Thanks for asking. No maps of any kind are loading, whether we try opening the free sample maps under ‘Try Collector for ArcGIS’, or our own created maps downloaded onto the tablet. There is no problem downloading maps.

Yesterday, maps were loading for a brief time, but later, when I downloaded an updated map, nothing was loading.

I have tried downloading our map to the internal storage, and an SD card, and it does not make a difference. There is no problem loading maps on my Motorola phone with Android 6.0, nor on my colleagues iPhone. So this leads me to believe that the problem lies either with Android 7.0, or with the Samsung S2 tablet.

Regards,

Ryan

Anonymous User

Ryan,

What I am hearing is, at login you see this:

Then you select your map (any map) and then it is followed by the map starting to load but then it spins and never really finishes loading. If so the factory reset would be the only answer that I know of that has worked. If your maps are doing something different there are a few possible answers we can explore.

At any point does collector:

1). Open a window that says "Unfortunately collector has stopped" and then,

2). Crashes and then automatically reboots up again but,

3). The map that you tried to open is no longer on the maps page but,

4). if you refresh Collector the map reappears?

If so, at what point during the loading does that window appear?

MTorres

I have tried everything outlined here and factory resetted numerous times, all to no avail. I also would prefer not to downgrade to android 6. Is there any other solution out there?

Anonymous User

I asked a similar question below:

"Recently my Tab E (which was running great at 6.0.1) was upgraded to 7.1.1. I had assumed (foolishly) that if I had any problems then the factory reset would work. However, The factory reset is not working nor is the workaround you suggested here. Is ESRI working on anything with regard to this problem?

As of right now I would recommend that if your Tab E asks to upgrade you should not if you want to use Collector. I am desperately hoping the next version of Collector will correct this because otherwise I will need to downgrade back to 6.0.1 and after researching that idea I have discovered that it is something I would prefer not to do."

I have been hoping (for almost a month now) that ESRI comes up with a solution; till then, I cannot use that tablet and I am not upgrading ANY other tablets until it comes back online. Based on everything I have read, Downgrading seems like a bad idea and I would only attempt it as a last resort. I tried looking at what the updated OS does that causes the problem so I could see if maybe I could make a change in the settings but it was a bit outside my area knowledge base.

pangue

Hi All, I also hit this issue on brand new Galaxy Tab A 8" after upgrading to 7.1.1 then installing Collector for the first time and setting various other configuration settings. I factory reset on one unit and it worked, but there is a lot for me to set up again. So I tried the "Reset settings" option and that also worked. Then I reapplied the setting that had been reset and the Collector was broken again.

Turns out one of the settings I did was font small to medium is what breaks collector. I changed font size from medium to small and everything worked again...

I will respond again if I find anything more in my testing...

Larry

MichaelTorbett

I as well have had the same issue on several tablets (Samsung Galaxy S2 & S3 Tabs, Android 7.0) and I found that the display settings were causing the issue. Thanks Larry Wiebe for helping me realize that. It took some playing around, but found that if the display settings for Screen Zoom and Font size we're any different that what's in the picture below, then web maps would not load into Collector.

Good Luck Everyone!

Michael

MatthewDuffy

This was my issue, thank you very much for the info

BrendonJoyce

Thank you for solving this issue, lowered the font size, instant loading maps. I will add that my device is a Galaxy Tab E, and has a lower resolution so there are less options on screen zoom I believe, but leaving it at the smallest level works for me.

Galaxy Tab E

Again, thanks for the solution. I have 6 tablets and this one hasn't worked for 6 months...until now

Cheers!

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