topic Re: Has anybody else experienced issues with collector loading map on galaxy tab s3. works fine with iPad using the same login. when i try with the galaxy it just spins in ArcGIS Collector Questions

Has anybody else experienced issues with collector loading map on galaxy tab s3. works fine with iPad using the same login. when i try with the galaxy it just spins

ErikBlake — Fri, 01 Dec 2017 18:57:13 GMT

Has anybody else experienced issues with collector loading map on galaxy tab s3. works fine with iPad using the same login. when i try with the galaxy it just spins.

Re: Has anybody else experienced issues with collector loading map on galaxy tab s3. works fine with iPad using the same login. when i try with the galaxy it just spins

KevinBurke — Fri, 01 Dec 2017 19:03:52 GMT

Hi Erik,

Was the Android OS on that device recently upgraded or is it the original OS version is was purchased with?

What version of Android is it currently running?

As a test, can you launch Collector and sign into the 'Try it' account to access the free maps. Can you open any of those?

Thanks

-Kevin

Re: Has anybody else experienced issues with collector loading map on galaxy tab s3. works fine with iPad using the same login. when i try with the galaxy it just spins

ErikBlake — Fri, 01 Dec 2017 19:39:32 GMT

I just updated it to the latest version it didn't work with the os that it came with or the new version

currently at 7.0

the free maps don't load either

Re: Has anybody else experienced issues with collector loading map on galaxy tab s3. works fine with iPad using the same login. when i try with the galaxy it just spins

ErikBlake — Fri, 01 Dec 2017 20:03:56 GMT

Kevin

even when i try to load the free maps, collector crashes

Re: Has anybody else experienced issues with collector loading map on galaxy tab s3. works fine with iPad using the same login. when i try with the galaxy it just spins

KevinBurke — Fri, 01 Dec 2017 21:48:30 GMT

Thanks Erik. I am going to try locating a similar device to test with.

Re: Has anybody else experienced issues with collector loading map on galaxy tab s3. works fine with iPad using the same login. when i try with the galaxy it just spins

ErikBlake — Fri, 01 Dec 2017 21:51:31 GMT

Thanks Kevin I appreciate it.

Re: Has anybody else experienced issues with collector loading map on galaxy tab s3. works fine with iPad using the same login. when i try with the galaxy it just spins

ErikBlake — Mon, 04 Dec 2017 13:51:43 GMT

Kevin

Just an FYI, I was able to open the maps no problem through a web browser on the device. It is only in collector that seems to be having the issue. When I try to open a map with one of our basemaps, collector will just spin and the layers list will pop up, but the map wont load. But if I try to open a map with an esri basemap it crashes collector.

Re: Has anybody else experienced issues with collector loading map on galaxy tab s3. works fine with iPad using the same login. when i try with the galaxy it just spins

KevinBurke — Tue, 05 Dec 2017 00:24:03 GMT

Hi Erik,

Thank you for that information. I haven't been able to locate an S3 here, we have an S2 that works fine.

I would assume you've already tried uninstalling/reinstalling Collector?

We've seen similar issues when upgrading certain Android devices to a newer OS version. The new OS version itself is not the problem, just rather the upgrade process itself. Here is more information about that issue - Bug: Upgrading some devices to Android OS version 7.x may not allow existing web maps to be opened without a factory res…

The difference between that issue and the one you're running into, is that you said it wasn't working out-of-the-box with the factory OS nor the new OS when upgraded. The issue above only happened after upgrading the OS.

The behavior though was similar, none of the maps would open, you would just continue receiving the loading feedback. But the maps weren't crashing either.

What was the original OS version and what is the new, current, version?

In the case of the issue above, the only way to resolve that issue is to perform a factory reset of the Android device and reinstall Collector. Again this was due to the OS upgrade process.

Provided you've backed-up any data off that device first, would you be able to try performing a factory reset and then reinstalling Collector?

From my experience, since I ran into that other issue when upgrading my Samsung Galaxy Tab A from 6.0.1 to 7.0, is that after performing the factory reset, it kept 7.0 installed and did not revert back to 6.0.1. Therefore that might happen in this case as well, where the new OS remains installed. In my case, Collector worked fine after the reset.

Please let me know if you have any questions.

Thank you.

-Kevin

Re: Has anybody else experienced issues with collector loading map on galaxy tab s3. works fine with iPad using the same login. when i try with the galaxy it just spins

ErikBlake — Tue, 05 Dec 2017 13:19:21 GMT

Kevin

Thanks for the info. So I am not sure what version it was shipped with. I did not look I just updated it to the newest one 7.0 but if i had to guess I am going to say that shipped with 6.0.1 since the tab s3 is the newest tablet. But I could be wrong. I will try the factory reset and keep you posted on the results.

Re: Has anybody else experienced issues with collector loading map on galaxy tab s3. works fine with iPad using the same login. when i try with the galaxy it just spins

ErikBlake — Tue, 05 Dec 2017 14:18:47 GMT

Kevin

So I did the factory reset and I am still getting the same behavior, where the map doesn't load but the layers list shows up. Then when I try to load a map with an esri basemap it crashes the app

Re: Has anybody else experienced issues with collector loading map on galaxy tab s3. works fine with iPad using the same login. when i try with the galaxy it just spins

KevinBurke — Wed, 06 Dec 2017 20:11:37 GMT

Hi Erik,

Thank you for that response. I am still looking into this issue.

Thanks

-Kevin

Re: Has anybody else experienced issues with collector loading map on galaxy tab s3. works fine with iPad using the same login. when i try with the galaxy it just spins

KeithChappell1 — Fri, 08 Dec 2017 02:23:51 GMT

Erik/Kevin,

I'm glad that I found this post, working with Collector on Android today I noticed the following:

- Collector crashing frequently. I seemed to notice it the most when navigating from the map screen to the map list

- Layer list (in the Collect) menu loading inconsistently. When there are a lot of layers in the map, the Collect menu will 'refresh' and show all of the layers

- Layers loading inconsistently. Sometimes all layers draw, sometimes none. Tried testing web maps with all layer types (point, line, poly), only point layers, etc.

In my case I am working with ArcGIS Enterprise 10.5, Portal and Server are federated, referencing data from PostgreSQL. All web maps load fine on iOS (iPhone 6S) and in web. I am working with a customer that tried the same web maps on their Android phone/tablet devices and experience was the same. Have tried uninstalling the app and factory-resetting one of the tablets with no change in behavior.

Thanks,

Tim

Re: Has anybody else experienced issues with collector loading map on galaxy tab s3. works fine with iPad using the same login. when i try with the galaxy it just spins

KevinBurke — Fri, 08 Dec 2017 17:41:40 GMT

Hi Tim,

Thank you for sharing that information.

Although the behavior you're describing may point to the same underlying issue, I just want to make sure this is the same as what Erik is running into also:

- Are you working with your own custom basemaps or using the ESRI basemaps? If both were tried, please explain the behavioral differences, if any.

- Does Collector crash when simply trying to launch the free maps in the 'Try it' account? Such as the GNSS Capture map?

- Are you also working with a Samsung Galaxy Tab S3?

- What was the initial Android OS version of your S3?

- What version did you upgrade it to?

- Did this issue happen only after the tablet was upgraded to the new OS version?

Thank you for that information.

-Kevin

Re: Has anybody else experienced issues with collector loading map on galaxy tab s3. works fine with iPad using the same login. when i try with the galaxy it just spins

TimothyMichael — Mon, 11 Dec 2017 02:58:37 GMT

Hey Kevin,

I'll do my best to answer:

So far we have only been using Esri's base maps
I tried two of the free maps and they appeared to work OK - no app crashes
I have been using a Samsung Galaxy Tab A
The Android version on the Tab A is 7.1.1. The customer I am working with reset their device during troubleshooting, but I think it was already at 7.1.1 (no upgrade)
N/A

I have also opened a case for this (#02033440).

Thanks,

Tim

Re: Has anybody else experienced issues with collector loading map on galaxy tab s3. works fine with iPad using the same login. when i try with the galaxy it just spins

KevinBurke — Tue, 12 Dec 2017 19:23:32 GMT

Hi Tim,

Thank you for that information. I have reviewed your support case and have actually signed into your portal using our test credentials and have reproduced this issue.

With regards to the original issue that Erik is running into, this issue seems to be different. The reason being is because Erik is experiencing the maps not loading at all and the basemaps not drawing. Also the free maps crash the app. Thus Collector cannot be ran successfully on the Tab S3.

In this case, you're seeing layers not loading in the map, but the map still opens overall and doesn't just continue to hang on loading.

Therefore I will treat your issue differently from Erik's.

With regards to my testing of your maps, I am also using a Samsung Galaxy Tab A - running 7.0

- The loading of the layers seems intermittent, meaning that sometimes layers that didn't load when the map was last opened will load the next time its launched. I am still investigating this behavior.

- After having opened the map, the app crashes when returning to the map gallery. Are you seeing this crash also?

I will continue to look into this issue and provide any feedback to the analyst you're already working with.

Thank you

-Kevin

Re: Has anybody else experienced issues with collector loading map on galaxy tab s3. works fine with iPad using the same login. when i try with the galaxy it just spins

KevinBurke — Tue, 12 Dec 2017 19:26:56 GMT

Hi Erik,

As a follow-up, we're looking into getting a Tab S3 device, to hopefully reproduce this issue with. I will keep you posted.

Thank you

-Kevin

Re: Has anybody else experienced issues with collector loading map on galaxy tab s3. works fine with iPad using the same login. when i try with the galaxy it just spins

ErikBlake — Tue, 12 Dec 2017 20:05:15 GMT

Sounds good. Thanks Kevin

Re: Has anybody else experienced issues with collector loading map on galaxy tab s3. works fine with iPad using the same login. when i try with the galaxy it just spins

TimothyMichael — Wed, 13 Dec 2017 13:09:01 GMT

Kevin,

Thank you for the continued follow-ups. On your items

I have experienced the intermittent layer loading. I have also noticed that the layer list in the 'Collect New' pane will sometimes not show all layers in the map until the map extent is changed via pan/zoom.
Yes, I have experienced the issue of Collector crashing when navigating from the map to the map gallery.

Thanks!

Tim

Re: Has anybody else experienced issues with collector loading map on galaxy tab s3. works fine with iPad using the same login. when i try with the galaxy it just spins

ErikBlake — Wed, 13 Dec 2017 20:27:23 GMT

Hi Kevin

In an unrelated issue that just came up today. Our iPad users starting experiencing an issue with collector where when they zoom in on their map collector crashes. We tried it on several iPads and my iPhone it did the same thing on all our devices. Have you heard anybody else experiencing this. Like I said it just started today. Collector was working fine up until today. Thanks

Re: Has anybody else experienced issues with collector loading map on galaxy tab s3. works fine with iPad using the same login. when i try with the galaxy it just spins

KevinBurke — Wed, 13 Dec 2017 20:36:18 GMT

Hi Erik,

Thanks for reporting this issue. No I haven't heard of this issue yet. Can you please provide more detail?

- Are you working with maps that include a custom basemap?

- Are you working with AGOL hosted feature services or your own Enterprise services?

- Can you elaborate on how they are zooming into the map?

Thank you for that information.

-Kevin