Story Maps not loading

The issue of some stories not loading has been resolved. We are investigating the root cause and monitoring our infrastructure closely.

Please post here if you continue to observe this issue.

All comments

@NicoleRogers -- Thank you for reporting your issue. This morning, I opened about 3 dozen random public stories, briefings, and collections and all of them opened/loaded within a few seconds. We did look into this and saw a few anomalies in the system this morning and took corrective measures even though we couldn't reproduce an issue on our end. Are you still experiencing an issue?

Analyzing the information we have available we have identified some patterns that we can look into as we continue to search for a resolution.

NicoleRogers

Hi-

Once again we are facing the same issue (I wrote in last week). This map has been up and active for months and over the past month we have had complaints about the site being down periodically. We have found the work around that if we make one text change within the StoryMap and republish, the site becomes active again. I just did that but would be nice not to have to worry about this every morning.

Site is here: https://storymaps.arcgis.com/stories/ac61e639102345a189381ab3a82c1d2e

Appreciate any help!

Hi everyone,

We did see some affected performance on stories this morning, and have made some changes to address this. Stories should be loading as expected now.

--Abby

NicoleRogers

Hi all-

We are also facing the same issue, but oddly with only one of our many, many StoryMaps. This map has been up and active for months and over the past month we have had complaints about the site being down periodically. We have found that if we make one text change within the StoryMap and republish, the site becomes active again but the next morning, it will not load again.

Site is here: https://storymaps.arcgis.com/stories/ac61e639102345a189381ab3a82c1d2e

Appreciate any help!

Hello all -

I am also currently seeing an issue with Story Maps loading! Collections seem to open just fine, but when I try to open some of the Story Maps, they will only load in an Incognito window. We've been have this issue since yesterday.

Here is the Collection: https://arcg.is/0LTveT

The Story Maps I see the issue with is 2, 3, 4, 9, 13, 15, 16, and 19. The web apps at the end are a little slow to load, but they will usually load after a while. All materials in this collection are public.

DominicRobergeIADOT

Hello everyone

I am having the same issue with a story map that was created more than a a year ago and is being used on a daily basis. The Story map load if I am logged in but NOT in incognito mode. This is not just happening for me, but other staff member and citizens outside our network

this is the story map: https://storymaps.arcgis.com/stories/58266c1834d844a8ab354dca3ecdd638

this is the error

DougWJHutton

Thanks Abby, yes it seems to be working again now, so must have been a transient issue.

Doug

Hi @DougWJHutton , I just tested your story and am not seeing the HTTP error. Can you test now and see if this story is loading as expected?

--Abby

DougWJHutton

Hi there,

My storymap: https://storymaps.arcgis.com/stories/701f6f2b14dc4f17ab4c7c6ff014299a

gives a Failed to load resource: net::ERR_HTTP2_PROTOCOL_ERROR as of today, it worked ok on Friday last week no issues. Is there a backend issue again?

Doug

OliviaHarrison

Hi. I cleared my cache in Edge and the StoryMap loaded. However, it seems odd that other members of my team, and members in an external organisation (using both desktop and mobile devices) were also having problems viewing the item, so I'm not convinced that this was the issue.

All - Although we are not able to reproduce the issues being reported by others today, we have taken some additional actions that may help resolve the issue.

Hi @OliviaHarrison ,

I'm seeing the story load successfully in Edge, as well as in Chrome and Firefox. Could you first try to clear your Edge browser cache and see if that makes any difference for you?

--Abby

OliviaHarrison

I've just encountered this as well. Seems to be a problem in Edge, as the StoryMap is loading in Chrome and Firefox. Are there any solutions/suggestions?

https://arcg.is/1vuqvz0

@apgis16 - I'm sorry you are seeing an issue on your end. I clicked your link and the story loaded immediately for me (see screenshot, below).

We are not seeing any general or system-wise issue, so the issue may be on your end with your computer or your network. Could you please try clearing your browser cache or using a different browser or computer?

Screenshot 2024-02-21 at 11.15.16 AM.jpg

apgis16

Seeing this issue today with the same storymap I mentioned in this thread last year in June. I waited over the weekend and it resolved itself. Now it hasn't been working today or yesterday.

@Y_Chau - It is unlikely there is any connection between the basemap issue you are seeing in ArcGIS Pro and the issue described in this thread. Those resources are hosted on completely different systems.

On the StoryMaps side, we saw a slight increase in error rates across some of our infrastructure this morning, but the situation was resolved within a few minutes. If you are experiencing a persistent issue with one or more of your stories not loading, please contact Esri Technical Support.

Y_Chau

Hi, I reached here searching for the cause why my storymap is not loading. One year since the first report and still not resolved. We are also facing similar issue with basemaps in ArcGIS Pro. Do you think this is related to excessive load on your servers?

Hi All,

Thank you for letting us know of the loading issue reappearing. We seemed to have a higher level of activity on Saturday that increased loading time. We are working on mitigating this behavior now and will post here with any updates.

--Abby

GIS_Fox

@SaraJL @JJHaines Good to know, tried and wasn't able to replicate the white screen via Incognito at the moment, normal browser and other browsers also appear working nominally as well. Could be a momentary issue like we've seen previously, but i'll add the Incognito to white-screen issue checks. This morning it was public facing apps we saw load at triple expected times before finally loading in so at least incognito chrome would help here.

@JJHaines @GIS_Fox In case this helps - the only way we've been able to resolve it is open the projects in a Chrome Incognito window!

Not super great if the end users are just viewing public Story Maps, but it definitely worked if someone needs a short-term situation for grading.

I say specifically Incognito, because clearing out the internet cache doesn't always fix it (it only fixed the situation for us about 75% of the time). But I think because Incognito doesn't save anything, that worked.

GIS_Fox

@JJHaines We're still having the same issue as well, although not as severe. We have seen the load time triple however and the storymaps that turn white may still be accessible if the browser cache is cleared and allowed to load for a bit. Otherwise backups & recovery tickets may be in order as other posts have entailed in this thread or others.

JJHaines

SAME ISSUE! Half of my student projects open find and half worked a week ago and are now blank or never opened or can only be partially loaded through the university organization page... Grades are due tomorrow.

This chain was marked as "resolved" but I don't see the actual solution.

PiaBanzhaf

Hello,

Thank you for your response and the info on sharing settings. I realize there is an issue with the sharing settings as people have a hard time following instructions, but there are presentations that are public that, at times, cannot be accessed. It is really weird. We tried different browsers too. Not sure if the internet was slow here and that contributed to the problem. I'll try to let my class double-check the settings. Thank you again

dmacq

Similar issue here. Got an email from a faculty member grading student projects and was able to reproduce on my end. The solution we found is to refresh until the StoryMap randomly loads. Less than ideal.

@OwenGeo I just received a report now of some users not being able to view Story Map projects! Just wanted to give you a heads up

@PiaBanzhaf -- After reviewing the logs, we see there was a very large spike in activity yesterday. As you noted, the problem resolved itself. Our logs indicate it was within about 15-20 mins.

@SaraJL -- We are always investigating our processes and infrastructure to make improvements and have several action items from this latest event. We are working to fix the root cause of these intermittent events.

@OwenGeo November 29th we were having some issues with Story Maps not loading.

It eventually resolved itself within an hour, but this occurred for the same course that also experienced the same issue last year! It was incredibly frustrating for the professor that is trying to view Story Maps for grading. I wish there was a more stable long term fix!

@PiaBanzhaf - I just tested the story you shared above and also opened many of the stories linked to with it. Several stories are not shared publicly, so I could not access those, but all the public stories loaded as expected for me.

Are you still experiencing a problem with any of these stories?

PiaBanzhaf

We have the same issue https://storymaps.arcgis.com/stories/906031e18f854a1f8226f76cd4169e0a.

This the class webpage. Each student has their individual one linked there but they do not load. This is problematic for us as the final class projects are on StoryMaps.

@LarsArneson -- We did see some error rates increasing in our monitoring tools yesterday, but they quickly subsided as the system adjusted. We are not seeing anything abnormal anymore, but please let us know if you can still observe this issue.

LarsArneson

@OwenGeo - It looks like I'm having the same white page issue as described in this thread.

https://storymaps.arcgis.com/stories/98f64a497c834ae18955d5d6b5994ff4

It works in my Brave browser, but not Chrome or Edge. It did work momentarily for myself and others when I republished, but only for a minute and then went back to the white page.

Any help would be greatly appreciated!

https://storymaps.arcgis.com/stories/cc31496db8194c968abf92f601539b74

@DawnBlanchardDoIT @jkennedyie @TimJonker2 -- Thank you for reporting this. Our team also noticed a spike in error rates in our infrastructure this morning and took measures to alleviate this.

We believe the issue was resolved shortly after it began, but please let us know if you are still able to reproduce this issue.

DawnBlanchardDoIT

We are having the same problem on 11/15/2023 but only in Chrome. https://storymaps.arcgis.com/stories/7048dee160524a2e9bdac5ea1dbba794

jkennedyie

Hi,

I have submitted details as a bug report but FYI the following public story map rendered as a blank white page this morning Nov 15th 2023 at least between 10:20 and 10:40 GMT. At around 10:40 it started working again as normal.

Rgds/John

@Galen - We believe this has been resolved. Please let us know if you continue to experience this issue.

Thank you for reporting this @Galen. We also detected the issue and our team is looking into it. We hope to have things working as expected again soon.

Galen

This issue appears to be back October 6th 2023. All Story Maps are down unless you're logged in. I've confirmed in Chrome and Edge incognito browsers on desktop, and Chrome on mobile. Dev tools gives the following error: net::ERR_HTTP2_PROTOCOL_ERROR 200 (OK)

DavidNovak

For us, the issue was solved. Thanks, Esri!

DavidNovak

Thanks @OwenGeo for fast reply.

Kind of. This StoryMap is made by our customers. I am logged in to my AGOL account, but not in their organization but in mine. The issue is reproduced for me in Mozzila Firefox, but I was never logged in Firefox.

Edit: "Now testing behavior you are describing. In Chrome I am able to reproduce your issue. After login in any ArcGIS account I am able to see the StoryMap. If I logged out from AGOL I am not able to see StoryMap no more. Is this caused by some Basemap, Custom StoryMap theme or something...?
I am not able to see StoryMap in Firefox if I am not logged in AGOL with any account. Even a free account will make StoryMap visible."

Yes, looks like this is some security, authentication problem. Please do your best, we believe in you! 🙂 If necessary you can contact me by personal message there and we can make some fast call.

David.

@DavidNovak -- Are you seeing a white screen or an error screen when the story doesn't load?

There is a known issue we are working on addressing where if you are logged in and view a publicly shared story, and then log out and try to access the story anonymously the story will redirect to an error page for a period of time after you've logged out (until your local cache expires, about an hour).

This issue only affects the one machine where the story was viewed while logged in. Others are still able to see the story as expected. If you try to view the story in a new private browsing window (or clear your browsing data) the story would be viewable.

Does this sound like the issue your customer is experiencing?