Troubleshooting

Review the following troubleshooting steps if you have problems with TRIRIGA® Indoor Maps on IBM® TRIRIGA.

Debugging Esri server connection problems

  • Test that you can ping the Esri server from IBM TRIRIGA server.

    (Non-TAS environments) Log in to your VM or computer running TRIRIGA, and use the curl command to determine if the Esri server is reachable.

  • Test that the proxy can access your Esri server.

    (Non-TAS environments) Using your web browser, browse to https://YOUR-TRIRIGA-SERVER/html/en/default/rest/EsriIndoorMapsProxy?https://YOUR-ESRI-SERVER/portal/sharing/rest/portals/self?f=json&culture=en-us. This is successful if a JSON blob is returned that doesn’t look like an error.

  • Turn on logging by using com.tririga.custom.EsriIndoorMapsProxy as the class name through the TRIRIGA Admin UI.

Common problems

  • (Non-TAS environments) For certificate chaining errors seen in the logging output, you must add the certificates for the Esri server to the key stores. The certificates can be exported using a web browser. They can be added to the cacerts file in the jre/lib/security directory using commands such as this example:

    mv cacerts cacerts.orig export PATH=$PATH:/opt/IBM/WebSphere/AppServer/java/8.0/jre/bin keytool -import -trustcacerts -alias WHATEVER-YOU-WANT -file SOME-EXPORTED-CERT.cer -keystore cacerts If using Websphere Application Server, you must add the certificate in the CellDefaultTrustStore (SSL certificate and key management > Key stores and certificates > CellDefaultTrustStore > Signer certificates).

  • If you get the Failed to load portal item message while using the Locate app, check the building information in TRIRIGA, specifically the Esri Map ID at the bottom of the form. Check the Esri server for the ID for your building.
  • If you get the Unable to load… message while using the Locate app, check that the URL in Esri Portal URL on the building is correct.
  • If you get the Failed to fetch message while using the Locate app, check that the URL in Esri Network URL on the building is correct.
  • If you get the User does not have permissions to access… message while using the Locate app, check that the path in Esri Network URL on the building is correct.
  • If the Floor plan doesn’t appear on the screen, check that the Esri Building ID on the building and Esri Floor ID on the floor are correct.
  • If the map appears and is focused somewhere other than where the building is located, check that the GIS Latitude and GIS Longitude are correct.
  • If the building rotation or zoom is not ideal, then change the Zoom and Rotation properties of the building. A zoom level of around 20 is generally good.
  • If you find issues while selecting a room then check the ID of the space. For example, the real name doesn’t display, the room description isn’t correct, and so on. The ID property is used to look up the space in Esri.