Network Management

Intelligent Maps do not load when viewed on the SolarWinds Platform Web Console

When accessed in 2024.4 and above, the Intelligent Map feature becomes unresponsive or appears to be hung. This article outlines the investigation steps, underlying cause, and resolution.

First published date

5/13/2025 10:24 PM

Last published date

7/29/2026 2:42 PM

Overview

In SolarWinds Platform version 2024.4 and above, you may find Intelligent Maps becoming unresponsive or stuck. During the issue, maps fail to load or update live data. This behavior is inconsistent and may affect only specific environments.

Initial investigation involves checking browser behavior to determine whether there are underlying request or connectivity issues impacting the Intelligent Map feature.

To investigate, use Microsoft Edge or Google Chrome to access the browser’s developer tools. Look for requests to the following URL that do not end in HTTP 200 status:

http(s)://orionurl.com/api2/signalR/

A 400 Bad Request error may indicate the underlying problem.

Product section

Network Performance Monitor

Cause

The issue was found to be related to Live Updates functionality hanging due to failed or incomplete SignalR connections. Intelligent Maps use SignalR to handle real-time data updates.

Some environments showed SignalR requests stuck in a "pending" state or failing with HTTP 400 errors. This behavior is typically associated with the "Web Socket Protocol" not being enabled in IIS. SignalR relies on the Web Socket transport when available for optimal performance.

 

By default, the Web Socket Protocol is not enabled in IIS and may not be available in certain operating system versions. Its absence leads SignalR to fall back to less efficient transport methods or fail altogether.

Resolution

Enabling the "Web Socket Protocol" feature in IIS resolved the issue in affected environments. This allowed SignalR to utilize Web Socket as the transport method, restoring proper communication for live updates in Intelligent Maps.

Ensure that the "Web Socket Protocol" feature is installed on the server and confirm whether this option is presented when running the Configuration Wizard.

Please follow these steps:

  1. Create a snapshot, so you can revert in case of any issues.
  2. On the SolarWinds server, open Server Manager.
  3. Click "Add roles and features"
  4. When on "Server Roles" step, in "Roles" section navigate to Web Server (IIS) > Application Development > Websocket Protocol. 
  5. Enable "WebSocket Protocol" option:

  1. Press Next and then press Install (server restart is not needed).
  2. Enable Live updates in the SolarWinds Platform Web Console:
    1. visit https://<OrionUrl>/Orion/admin/advancedconfiguration/global.aspx
  3. Search for LiveUpdatesEnabled
    under Maps.Settings, check LiveUpdatesEnabled

  1. Click on Save, and check if there are any pending requests or another load issues.

If the issue persists, disable Live Updates. This will stop real-time map updates but will prevent the connection issues and allow the maps to load correctly.

 

Note: If there is an Additional Website Server, or an HA pair of the main polling engine, then you will also need to enable "WebSocket Protocol" for those servers.