Troubleshooting

Most problems are fixed by reloading, resetting the map or loading fewer layers at once. Start here, and if you are still stuck, contact support.

First Steps

Check status.networkmap.energy to see whether every Network Map service is running.
Reload the page (F5, or Cmd-R on a Mac).
Use Reset Map Defaults (the refresh icon in the top bar) to clear layers, Layer Details, drawings and filters.
Make sure your browser is up to date. Network Map works best in a current version of Chrome, Edge, Safari or Firefox.
Still not right? Clear your browser cache for portal.networkmap.energy and sign in again.

The Map Does Not Load

What you see	What it means and what to do
Something went wrong while loading Rosetta Network Map	The app hit an error while starting. Choose Reload page. If it keeps happening, clear the browser cache and try again.
A newer version of Network Map is available	We have released an update. Choose Reload page to load it.
Map failed to load	Google Maps could not start. Check your connection and any firewall or ad blocker that blocks Google Maps, then try again later.
A blank or grey map	Check that your network allows portal.networkmap.energy and Google Maps. Corporate proxies sometimes block map tiles; ask IT to allow them.
Map access is temporarily limited	Too many map starts came from your connection in a short time. Wait two minutes, then reload.
A panel shows ran into a problem and could not be displayed	Only that panel failed; the rest of Network Map still works. Use its retry button or reload.

Layers Are Not Showing

Is the layer ticked? Check Show layer on map in the sidebar, then choose Center to Layer to go to it.
Is the country loaded? A country that has not loaded yet shows Load <country> on the map. Choose it.
Can you click assets? To click individual assets, tick Load detailed layer, or switch on Autoload Details.
Did you see the upgrade prompt? Each layer has a plan level. If Unlock Premium Features appears, the layer needs a higher plan. See Accounts, Plans and Billing.
Layer Details limit reached. Remove one to load another. Autoload Details holds a limited number of detailed layers at a time. Untick layers you no longer need.
Nearby loading is paused while this tab is in the background. Switch back to the tab and loading resumes.
Nearby loading paused after several layer details failed to load. Check your connection, then reload.
No Layer Details Selected: both Autoload switches are off and no detailed layers are loaded. Tick a layer or switch Autoload Details on.
Coverage: depth of coverage varies by country and dataset. If a network you expect is missing, tell us; see Data, Coverage and Updates.

The Map Is Slow

Network Map watches your browser's memory and slows or pauses loading to keep the map responsive.

Watch the Video: Resetting to Defaults (0:35)

If you see Automatic layer loading is paused to protect map performance, choose Reset layers or switch off layers you are not using.
If Map performance is limited appears while a large layer loads, choose Keep waiting, or Clear all layers to start again. Clearing removes active layers, pins and unsaved drawings.
Close other heavy browser tabs, and avoid loading many countries' detail layers at once.
Zoom in: smaller areas load less data.
Messages about WebGL mean your browser or device cannot use graphics acceleration for the global layers, or has turned it off (for example with Data Saver on). Turn on hardware acceleration in your browser settings, update your graphics drivers, or try another browser. Layer Details keep working either way.
3D is the most demanding view. If it is slow, choose 2D.

Sign-In Problems

Use Forgot Password or Forgot Username on the sign-in page.
If you signed up with Google, Microsoft or Apple, sign in with the same button; there is no separate Network Map password.
Waiting for a confirmation or verification code? Check your spam folder, then contact support.

A Feature Is Locked

A lock or Upgrade label, or the Unlock Premium Features window, means the feature needs a higher plan. Markets, Project Modelling, Engineering Studies, single-line diagrams, Google Solar, Nearest Neighbour, Voronoi, CSV and PSS®E export and MCP need Pro. See Accounts, Plans and Billing.

Public Map Pages

Map pages opened without signing in (for example a network profile or a shared asset link) run as a short preview with a countdown at the top of the map. When it ends, the page asks you to sign up, and the preview stays closed on that browser for 30 days. Sign in or create a free account to keep going.

Contact Support

Email support@networkmap.energy or call 1300 936 116 (+61 1300 936 116 internationally). To help us help you quickly, include:

what you were doing and what you expected to happen;
any message you saw, word for word, or a screenshot;
your browser and version, and your operating system or device;
the area or network you were looking at, and the coordinates from the map footer.

For billing and invoices, email accounts@networkmap.energy.

Related Guides

Can't find what you need? Email support@networkmap.energy or call 1300 936 116. Sign in to Network Map.