--- schema_version: "1" id: 81fd20e592e9b9c3f4bc391ba4fcd3a1a77486e8dfa2ce108a56d3e685a170a8 title: Salesforce Maps Troubleshooting collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/sales/264-0-0/salesforce_maps_setup_troubleshooting.md canonical_url: https://help.salesforce.com/s/articleView?id=sales.salesforce_maps_setup_troubleshooting.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: da7c546003b2ce528248edbc9b914fcc09e19cd45c30c46d904ce0b042879eee description: Resolve common Salesforce Maps issues with this quick reference. products: - Sales - Salesforce Maps release: "264" --- # Salesforce Maps Troubleshooting Resolve common Salesforce Maps issues with this quick reference. ## Access Issues: "I Can't See Maps" Work this list in order. Start with the most common causes. 1. Open the user in Setup, and then select **Permission Set License Assignments**. Confirm that the Salesforce Maps license is enabled. If Setup doesn't list the license, you have none available. If the count is zero, check **Permission Set Licenses** under Company Information, and then contact your account team. 2. Check **Permission Set Assignments**. Confirm that the corresponding permission set, for example SF Maps, is assigned. Admins also have **Maps Admin**. 3. Find the Salesforce Maps package, click **Configure**, and then open **Permission Groups**. Confirm that the user or profile is in a group that grants the missing access. 4. Confirm that Maps and Location Services is on in the configuration menu. 5. Confirm that Salesforce supports your edition and that your org has API access for features that need it. 6. Open a support case if you still can't open Maps. In Help, select **Contact Support** | **Create a Case**, then select product **Sales** and topic **Salesforce Maps**. ![Warning](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-sales-salesforce_maps-264-0-0-production-enus/2addcda4-01f0-4f47-83c5-f499a45bf555/images/icon_warning.png) Warning When you select **Show User Folders** or **Routing Role Security**, users need the UserRole query permission. Without it, Maps shows an access warning on load. ![Warning](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-sales-salesforce_maps-264-0-0-production-enus/2addcda4-01f0-4f47-83c5-f499a45bf555/images/icon_warning.png) Warning If your org enforces Proof Key for Code Exchange (PKCE), Maps OAuth fails silently. Check connected app settings and PKCE requirements before you install. ## Records Not Plotting Records That Don't Plot | Plotting Symptom | Plotting Cause | Plotting Fix | | --- | --- | --- | | No records appear on the map | The base object isn't configured, or geocoding hasn't run | Confirm that a base object exists for the object type. Check address and coordinate field mappings. Run a geocoding batch or plot a layer to trigger geocoding. | | Some records plot, others don't | Incomplete or invalid address data | Check address fields on records that don't plot. Confirm that all required address components have values. Re-geocode records after you fix addresses. | | Records plot in the wrong location | The base object pulls the address from the wrong related object | Edit the base object configuration. Confirm that **Address Location** is set to **This Object** or a related ID. Re-geocode after you correct it. | | The layer appears empty on mobile | The visible area setting filters out records | Zoom to the expected location. Refresh the layer. Check whether **Visible Area Enabled on Mobile** is filtering unexpectedly. | ## Layer and Folder Issues Layers and Folders | Layer Symptom | Layer Cause | Layer Fix | | --- | --- | --- | | Can't access the Corporate folder | Folder permissions aren't enabled for the user | Open **Permission Groups**, edit the user's permission group, enable folder permissions, and save. | | Folders for shape layers disappeared after an upgrade | Object permissions or folder visibility issue | Check object permissions on the Shape Layer object. Verify folder visibility settings. Refresh the Salesforce Maps cache. Contact Salesforce Support if folders remain invisible. | | Cloning a layer from a Corporate subfolder fails with FIELD\_INTEGRITY\_EXCEPTION | The source layer has a user field set | Clear the user field before cloning, or clone to a different folder level. | | A private ArcGIS layer fails to load with a CORS error | The Esri Portal doesn't allowlist Cross-Origin Resource Sharing (CORS) for Salesforce | Log in to the ArcGIS Portal admin console. Go to Organization Settings > Security. Add Salesforce domains (\*.salesforce.com, \*.force.com, My Domain) to the CORS allowlist. Save and test the connection. | | User folder nodes are missing from the picker | No subfolders exist | This is a known limitation. Create subfolders from CopyTo and MoveTo to make user folder nodes appear in the picker. | ![Warning](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-sales-salesforce_maps-264-0-0-production-enus/2addcda4-01f0-4f47-83c5-f499a45bf555/images/icon_warning.png) Warning The **Folder Administrator** permission grants full access to the entire folder structure, not just Corporate folders. Assign it with caution. For details, see [Give Users Access to Salesforce Maps](https://help.salesforce.com/s/articleView?id=sales.salesforce_maps_setup_permissions_sets.htm&release=264.0.0&type=5 "Give your users access to Salesforce Maps by assigning permission set licenses, permission sets, and permission groups."). ## Routing and Schedule Issues Routes and Schedule | Routing Symptom | Routing Cause | Routing Fix | | --- | --- | --- | | Route optimization fails with UNABLE\_TO\_LOCK\_ROW | Multiple users optimize at the same time for overlapping records | Run optimization jobs sequentially rather than in parallel when users share common target records. | | The user search on the Schedule tab times out or fails | A large role hierarchy exceeds Visualforce Remoting limits | Use direct user lookup instead of the search function, or go to users through the org hierarchy. | | Unexpected daily tasks created without the waypoint field populated | Misconfigured Maps Advanced visit plan | Advanced routes create tasks on the maps\_\_WA\_AdvRouteWaypoint\_\_c object. Review the visit plan configuration and task generation rules. | | Start and end location names are truncated | The Name field has an 80-character limit | Shorten location names to 80 characters or fewer. | ## Custom Actions, Check In, and Check Out Issues Custom Actions, Check In, and Check Out | Action Symptom | Action Cause | Action Fix | | --- | --- | --- | | The flow creates duplicate records, for example duplicate tasks | Flows triggered by Maps custom actions can run twice | Use idempotency checks in your flow to check whether a record already exists. Add entry conditions to prevent duplicate execution. Use unique identifiers to track executions. | | Dependent picklist values don't appear in Custom Disposition | Dependent picklists aren't supported | Use independent picklists instead of dependent picklists in Custom Disposition forms. | | Required fields aren't enforced consistently | Behavior differs between Check Out and Check In | Check Out doesn't always enforce required fields that you defined in the Task field set. Adjust the field set configuration or add validation rules. | ## Performance and Data Volume Issues Performance and Data Volume | Performance Symptom | Performance Cause | Performance Fix | | --- | --- | --- | | Map plotting is slow on mobile | Too many records plot at once | Enable **Visible Area Enabled on Mobile by Default**. Add filters to marker layers to reduce the record count. Pre-geocode records for mobile access. | | The search takes too long to load | Global search is enabled on too many base objects | Turn off **Global Search** on base objects that you don't want in search results. | | Large datasets cause slow performance | The dataset exceeds the recommended size | Use filtered marker layers instead of plotting everything. Keep records geocoded ahead of time. Consider using visible-area-on-mobile. | ## Get More Help If you can't resolve the issue using this troubleshooting guide: 1. Check the Maps documentation for your release version. 2. Search Salesforce Help for known issues and workarounds. 3. Open a support case. 1. In Help, click **Contact Support** | **Create a Case**. 2. Select product **Sales** and topic **Salesforce Maps**. 3. Complete the required fields. Include a detailed description, steps to reproduce, screenshots or a screen recording if you have them, and your org ID and user information. 4. Submit. A Maps support engineer reviews and contacts you.