Route calculation returns an error
Symptom: Clicking Calculate Route shows an error message or the calculation spinner runs indefinitely.
Causes and fixes:
One or more stops could not be geocoded. If a stop was added by typing a name that did not resolve to a specific location, the routing engine may not have valid coordinates. Remove the stop and re-add it by selecting a result from the search dropdown rather than typing a free-form address.
A stop is in a location with no road access. Remote locations, islands, or coordinates in the middle of a body of water cannot be routed to by road. Verify that each stop has a valid road-accessible address.
Temporary routing service unavailability. The routing engine (OpenRouteService) is an external service. If it is temporarily unavailable, wait a few minutes and try again.
Network connectivity. Route calculation requires an active internet connection. Check your connection and try again.
A leg is shown as a straight dashed line on the map
Symptom: One or more legs on the route map appear as straight dashed lines rather than following roads.
Cause: The routing engine could not calculate a road route for that leg. This is usually because one of the stops has imprecise coordinates or is in a location the routing engine cannot reach by road.
Fix: Review the stops on either side of the dashed leg. Remove and re-add them using the location search to ensure they have accurate coordinates.
The map is not loading
Symptom: The map area shows a loading spinner that never resolves, or the map container is blank.
Causes and fixes:
Browser extension interference. Ad blockers or privacy extensions can block map tile requests. Try disabling extensions temporarily or opening the page in a private/incognito window.
Slow connection. Map tiles are loaded from an external tile server. On a slow connection, tiles may take longer to appear. Wait a few seconds and scroll the map to trigger tile loading.
Browser compatibility. The map requires a modern browser with WebGL support. Ensure you are using a current version of Chrome, Firefox, Safari, or Edge.
Route distances seem incorrect
Symptom: The calculated distance for a leg seems much longer or shorter than expected.
Cause: The routing engine calculates the shortest road route, which may not match the route you would normally take. Toll roads, ferries, and restricted roads may cause the engine to route around them.
Fix: The calculated distances are estimates. If you know a specific route, you can manually enter the distance and drive time on a drive segment rather than relying on the calculated values.
Geocoding returns no results or wrong results
Symptom: Searching for a location returns no results, or the results shown are in the wrong city or country.
Fixes:
- Be more specific — include the city and province/state in your search (for example, "Main Street, Kelowna, BC" rather than just "Main Street").
- Try a nearby landmark or intersection if the specific address is not found.
- If you know the coordinates, you can enter them directly when adding a route stop inside a trip.
Still having problems?
Use the Feedback button at the bottom-right of any page to report a specific issue. Include the locations you were trying to route between and the error message you saw.