unable to calculate route

[Patrick 33]

Good morning,

Since yesterday, on my S7 tablet, I have no longer been able to launch a route. I have this problem with all my routes. On the app on my phone everything works fine, but not on the tablet.
I get a message "unable to calculate route".
Do you have an idea of ​​the problem ?

Sincerely
Patrick

[Corjan Meijerink]

@Patrick-33 are you by any chance using a VPN connection or DuckDuckGo app that changes your internet routing?

HERE has reported an issue that some clients are unable to connect to their servers when using that.

[Patrick 33]

@Corjan-Meijerink Thanks for your help.

No, no VPN, The tablet is connected to a Netgear router or to the phone's wifi.

The app works on the phone.

[Corjan Meijerink]

@Patrick-33 thanks for the reply!

Maybe open the offline maps and see if there is an update available?
Just thinking along. Otherwise a clean install could be good idea.

What Android version is your tablet on? Is that different than the version on your phone?

[Patrick 33]

@Corjan-Meijerink
I already tried uninstalling and reinstalling, but I still had the problem.

Concerning the maps, I had downloaded the offline maps before my departure, but in the offline maps menu, I have this message... see image (maybe a clue...)

Message "unable to retrieve the latest map update information"

La version android de la tablette est la 13 sur One UI 5.1.1
La version android du téléphone est la14 sur One UI 6

[Corjan Meijerink]

@Patrick-33 thanks for sharing!
On your tablet, could you go the the account page, scroll down to the version number, long press this and share the displayed file with me?

You can email it to corjan@myrouteapp.com

[Patrick 33]

@Corjan-Meijerink
File sent
I tried a new reinstallation just before generating the info file

[Corjan Meijerink]

@Patrick-33 Awesome!

[Con Hennekens]

@Patrick-33 said in unable to calculate route:

I tried a new reinstallation just before generating the info file

I think you need to regenerate the error first, else it will not be in the logfile after a re-install.

[Corjan Meijerink]

@Patrick-33 due to the clean install, the logs are not containing all the information

Could you at least go to the offline maps section (where you saw the error) - then attempt to start a route again - then share the logs with me again?

[Patrick 33]

@Corjan-Meijerink ok

[Patrick 33]

@Corjan-Meijerink File returned after error

[Corjan Meijerink]

@Patrick-33 did you actively deny the requested location permissions or were they never prompted?

Please check the location permissions of the app and allow them
Then report back to see if the issue is resolved. I see a lot of error messages stating that the location could not be retrieved.

[Patrick 33]

@Corjan-Meijerink
The authorization was set to "only allow if the app is used". I put "always allow"

I restarted the app, but still the same message.
I send a new log file

[Corjan Meijerink]

@Patrick-33 now it's interesting
Thanks for the quick cooperation.

I unfortunately don't see an obvious issue in the logs
Will research this a bit more later on.

[Patrick 33]

@Corjan-Meijerink Thank you for your help

[Patrick 33]

@Corjan-Meijerink
There is also the problem that I cannot download the maps offline. If it helps...

[Patrick 33]

@Corjan-Meijerink
If it helps, in the "Download" and "Downloads" menus I don't have any files while on the phone, they are present.
I feel like I'm always offline on the tablet...

[Patrick 33]

@Corjan-Meijerink Good morning, For your information, I just reset the tablet settings and everything works again on the myroute application.

[Con Hennekens]

@Patrick-33, thanks for reporting back. Did you have any security, anti-virus or, privacy apps installed previously by any chance?