.. include :: substitutions.txt


.. index :: Troubleshooting, Assistance

.. _troubleshooting:

Troubleshooting
=====================

This chapter describe some common problems, their diagnose and solutions.

Compatibility
-------------

|GC| is a component for |J| 1.7.x, it was carefully tested with standard |J| installations, it was not tested with the 4500+ third party extensions and it is not guaranteed to work with any of them.


Map is shown but not my lines/points/polygons
---------------------------------------------

* check wether KML data are correctly generated (see: :ref:`kml_check`)


.. warning::
    The most common cause of this problem is that your |J| installation is not reachable from the internet, this is the case for all local installations (installations on **localhost**). Google servers must be able to access to KML data generated from |GC| on your web server.


How to ask for assistance
-------------------------

All |GC| customers can access to a qualified assistance service for 12 months from the purchase.
In order to obtain assistance, you must register to `ItOpen Bug Tracking System <http://bugs.itopen.it>`_ and (after an email account activation/confirmation) insert a detailed request.

Please provide the following informations:

* |GC| version
* The address (URL) of a page where the not-working map is shown
* Expected behavior (what you think should have happened)
* Actual behavior (what has happened)
* Joomla version
* PHP version
* Operating System type running on the webserver (Linux or Windows)
* Operating System type running on the client (Linux, Mac, Windows etc)
* Browser brand and version (example: Internet Explorer 7, Mozilla Firefox 3.5)
* Copy/Paste the exact error message and URL
* Provide screenshots and attach them to the report

.. warning::

    If the informations you give does not contain all necessary details, we will not able to help you and your request will result in a waste of time for both sides.

.. warning::

    Before asking for assistance, make sure that the error you are going to report is not caused by another non-standard |J| extension, to do so, disable all third party modules, components and plugins and check if the error persists.


Check list
----------

.. _kml_check:

Check if KML data are correctly generated
.........................................

This method uses GoogleEarth to view KML data generated by |GC|.

* install `GoogleEarth <http://earth.google.com/intl/it/download-earth.html>`_
* if the map is configured for not to show the |TOC| or the **KML** icons, change it so that the |TOC| and KML icons are shown (which is the default)
* click on the small globe icon near the layer name in the |TOC|
* GoogleEarth should start and load **KML** data from |GC|
* check if the |GCIs| geometries in the selected layer are shown correctly into GoogleEarth

.. tip::

    The URL structure for |GC| KML data is:

    `http://www.yoursite.com/?option=com_geocontent&task=layers.kml&typename=1`

    where **typename=1** means ''show layer number 1'' , layer numbers are shown in |GCLs| list view (see: :ref:`gcl_admin`)

.. seealso ::
    :ref:`globalconfiguration`
    :ref:`parameters`


Check if the server reports any error
.....................................

Sometimes, raising error level reporting can yield to useful informations about the error.

You can momentarily raise error reporting level from |J| control panel: go to :menuselection:`Site-->Global configuration-->Server` and set *Error reporting* to *maximum*, then try to retrieve the KML file as explained in :ref:`kml_check`.