Map and map layers widget stuck loading on some users devices

[MattCashen]

I'm running into an issue with my experience builder app where the map and map layers widget get stuck loading on certain devices.  Our app is public and has been viewed thousands of times so this doesn't appear to be a widespread issue as I've only heard complaints from a handful of people.  When they try to go to the app everything loads in but then the map and map layers widget just get stuck in a loading loop.  I've attached a screenshot a user sent me to illustrate.  I can't recreate this problem on my end so it's hard for me to help them troubleshoot the problem.  I was curious if anyone else has run into this problem and if they found a fix either by changing something with their app or changing certain settings on the users computer?

[Ke_Xu]

Hi @MattCashen,

Do you see any console error on the server side when you see this error? Could you share the app with me so I can take a look?

Thanks,

Ke

[MattCashen]

I'm not sure how I would do that.  Is that possible if the app is hosted on AGO and not Enterprise?  I've included the link to the app below. 

https://experience.arcgis.com/experience/18676999665349e492506de765490541

[Jianxia]

@MattCashen,  there are hardware requirements for running the app - 4GB on mobile devices and 8 GB on desktop. For details, see the link

[MattCashen]

This is my working theory right now is that the devices the users are using don't meet the system requirements.  I am working on getting access to a device that wouldn't meet the requirements so I can run testing.  

[MattCashen]

@Jianxia I was able to get a user who is having trouble to send me their pc specs.  They appear to meet the minimum requirements.  I've attached an image showing their devices specs.  Is there some kind of processor requirement or something else I might be missing?   

[Ke_Xu]

Hi @MattCashen,

Do you see any console error or network status on the server side when you see this error? You can refer to the actions in this video.  https://www.youtube.com/watch?v=TuZJD-lKjCo

Thanks,

Ke

[MattCashen]

Hi @Ke_Xu,

Unfortunately, with me not being able to replicate this issue on my end I can't really find out if there's any console or network error.  The only people dealing with this issue are a very small subset of my public userbase.  I've been trying to find a machine that I have access to that runs into this problem, but I haven't been able to find any machine in our organization that has this problem.  

[Ke_Xu]

Hi @MattCashen 

Could you please ask the user who reported this issue to help monitor it, and then we can troubleshoot it together.

Thanks,

Ke

[DataOfficer]

We are seeing similar issues with some users unable to load WebApp Builder apps that are hosted on our ArcGIS Hub Premium sites. It seems to be a device issue rather than a user account issue.