Unable to find directions for some users

[fadijabi]

Hi,

We are facing a problem for some users on iOS running HERE Maps SDK 3.13.3 where they are unable to find directions or start navigation. The error is a Network Error or Network Communication error (Error Code -16).

It is only happening for some users. Any tips?

[f4st]

Hello @fadijabi,

Thank you for asking this question here.
The Network error has a large scope: it might be caused by bad or unstable internet connection of device, issues during connection or even usage of outdated service.
First of all we recommend to use the latest SDK, as it has all currently supported API.
Also we recommend to collect more information regarding API which is used in your application. Please make a small code example or a sample that reproduces the issue.
If the issue is not reproducing on regular base - please describe an information about conditions (device, OS version, network condition, etc.) when issue occurred, it will be very helpful.

When all these actions are completed, please reply us with more details.

Kind regards,
@f4st

[fadijabi]

Hi again @f4st,

Thank you for your prompt response.
It is happening for many users and I believe it is not an internet connection nor GPS issue because we asked these same users to try out different other navigation apps and it is working fine for them. Actually, once they have this issue, navigation is never working for them again. We called some of the users and tried few things such as re-installing the app, reset network settings, etc. but never worked for them.
We are currently using v3.13.3. Unfortunately, the issue is not reproducible within the testing devices we have but we noticed it is happening for users having older devices such as iPhone 6, iPhone 6s, iPhone 6 Plus, iPhone 7 and very few iPhone X users.

We are currently in the process of upgrading the SDK to the latest version and I hope this will resolve the issue.

[fadijabi]

One more thing, it is happening also for iPhone X Max - Global versions!

[ahusain-ow]

Hi,
Me and @fadijabi are working in the same team.
I am here to elaborate more on the issue that is affecting many users.

We are getting Network Communication error on iOS devices when we updated the HERE Maps SDK from v3.13.3 to v3.16.2. The only resolution we found is asking users to remove the application completely and re-install it. This solution is not effective since we have 45k+ daily active users.

The following is the output from Xcode console generated when this error occurs:

2020-09-01 13:09:33.707384+0300 Project Name[3509:946022] Task <57787279-591A-42C9-BB1F-21E144F2713E>.<4> finished with error [-1003] Error Domain=NSURLErrorDomain Code=-1003 "A server with the specified hostname could not be found." UserInfo={_kCFStreamErrorCodeKey=8, NSUnderlyingError=0x28317b570 {Error Domain=kCFErrorDomainCFNetwork Code=-1003 "(null)" UserInfo={_kCFStreamErrorCodeKey=8, _kCFStreamErrorDomainKey=12}}, _NSURLErrorFailingURLSessionTaskErrorKey=LocalDataTask <57787279-591A-42C9-BB1F-21E144F2713E>.<4>, _NSURLErrorRelatedURLSessionTaskErrorKey=(
"LocalDataTask <57787279-591A-42C9-BB1F-21E144F2713E>.<4>"
), NSLocalizedDescription=A server with the specified hostname could not be found., NSErrorFailingURLStringKey=https://v151-91-30-8.route.hybrid.api.here.com/rt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rrorFailingURLKey=https://v151-91-30-8.route.hybrid.api.here.com/rt?010200020048040011000000490400050000004D0300494F00B81000694F53205072656D69756D2053444B00B9070031332E352E3100BA08006950686F6E655800BB2C0048505445636B785F4F426643565174594E6B653366413A36686F4A65794A6C50475438773476673578324800BC02003100E2150036686F4A65794A6C50475438773476673578324800E3170048505445636B785F4F426643565174594E6B6533664100E415004845524520694F532053444B205072656D69756D00E50B00332E31362E322E31303100BD05005769466900E00200B21CBE0100008802000200170400080000001804001E0000001A04005B0000001B040097000000630100FF590100FF580100FFAB010001F00100FF89610001010000020400454E47000701000115010002050400DD1D4E5F08010004160000040100411300001F00002000002A00002C0000000000032700010100000208002FF91FA2AC7BE3540B000001010000020800CE3120A25FBEE2540B0000000000000000, _kCFStreamErrorDomainKey=12}

We feel it is a caching issue after updating HERE Maps SDK to latest versions. Please advise.