Welcome to the EZRouting Help Center

Find answers fast: Ask a question, search for keywords, or explore articles below.

Search

Troubleshoot browser errors, stuck reports, and display problems in EZRouting

Most EZRouting problems that show up in your browser can be fixed in the browser itself. These include an error message after EZRouting has been open for a while, a report that spins or will not export, route changes that do not appear, and a page that will not load. Find your symptom below and follow the steps in order.

Before you start troubleshooting EZRouting

  • Write down the exact error message text and the EZRouting page or report you were using when it appeared.
  • Check whether the problem is your browser or EZRouting: open EZRouting in an incognito or private window, or in a different browser. Chrome or Firefox is recommended. If EZRouting works there, the problem is in your usual browser and the steps below should fix it.

If an error message appears after EZRouting has been open for a while

An EZRouting window that has been left open and idle can keep an old session, which causes error messages that come and go. Starting a fresh session fixes it.

  1. Close every EZRouting browser window and tab, including any old ones left open from earlier in the day.
  2. Open a new browser window.
  3. Go to EZRouting and log in again.
  4. If other people in your district see the same error, have each of them close their old EZRouting windows and log in again in a new window on their own computer.

If the error keeps coming back, follow the steps in "If these steps do not fix the problem in EZRouting" at the end of this article.

If an EZRouting report spins, will not generate, or shows a "Bad Request" error

This applies to reports such as route exports for printing and the Student Contact List report. EZRouting may need browser pop-ups to generate reports, and old cached data in your browser can stop a report from loading.

  1. Allow pop-ups for EZRouting. For steps for your browser, see Google Chrome, Microsoft Edge, or Mozilla Firefox.
  2. Hard refresh the page: press Ctrl+F5 on Windows or Cmd+Shift+R on Mac.
  3. Clear your browser cache and cookies. For steps for your browser, see Google Chrome, Microsoft Edge, or Mozilla Firefox. Set the time range to All time.
  4. Log in to EZRouting again and run the report.
  5. If the report still spins or shows "Bad Request," run it in an incognito or private browser window.

If route sheets or other PDF reports will not export from EZRouting

The Adobe Acrobat browser extension can interfere with EZRouting PDF reports, including route sheet exports. The same extension causes the "Report not found or expired" error on the Student QR Codes report.

  1. Open the extensions list in the browser you use for EZRouting.
  2. Turn off the Adobe Acrobat extension and any other Adobe-related extensions.
  3. Refresh EZRouting.
  4. Allow pop-ups for EZRouting. For steps for your browser, see Google Chrome, Microsoft Edge, or Mozilla Firefox.
  5. Export the route sheets or PDF report again.

Your IT department may control browser extensions. If you cannot turn off an extension yourself, contact your IT department.

If route edits, stop locations, or screens do not display correctly in EZRouting

Your browser may be showing an older, saved copy of the page instead of your latest EZRouting data. Common signs:

  • Road changes made while editing a route do not appear after you save.
  • A bus stop appears in the wrong location on the map.
  • The screen goes blank when you search for and add a bus.
  1. Refresh the page after you save your changes. If the display is now correct, you are done.
  2. Clear your browser cache and cookies. For steps for your browser, see Google Chrome, Microsoft Edge, or Mozilla Firefox. Set the time range to All time.
  3. Log in to EZRouting again and check the route, stop, or screen.

If you see "server IP address could not be found" or EZRouting will not load

This message comes from your browser. It means your computer could not reach EZRouting, usually because of a DNS, firewall, or network problem on your end. EZRouting may be working normally for other customers.

  1. Clear your browser cache and cookies. For steps for your browser, see Google Chrome, Microsoft Edge, or Mozilla Firefox.
  2. Try a different browser, such as Chrome or Firefox.
  3. Flush your DNS cache:
    • Windows: open Command Prompt and enter ipconfig /flushdns
    • Mac: open Terminal and enter sudo killall -HUP mDNSResponder
  4. Ask your district IT team to:
    • Allow *.ezrouting.com through the district firewall and content filters.
    • Confirm that SSL inspection or content filters are not blocking EZRouting.
    • Check whether any outbound firewall rules changed recently.

If these steps do not fix the problem in EZRouting

Contact EZRouting support and include the following so the team can reproduce the problem:

  • The exact error message text. Type it out if you can, in addition to any screenshot.
  • The EZRouting page or report you were using.
  • Your browser and its version.
  • The date and time the problem happened.
  • The steps from this article you already tried, and whether the problem also happens in an incognito or private window or a different browser.
  • Your EZRouting server name. If you can reach it, go to https://www.ezrouting.com/sn.html to see it.

Terms used in this article

  • Cache: Copies of web pages and files your browser saves to load sites faster. Old cached copies can show outdated EZRouting data.
  • Cookies: Small files a website stores in your browser, including your login session.
  • Hard refresh: Reloads a page and skips the browser's saved copy (Ctrl+F5 on Windows, Cmd+Shift+R on Mac).
  • Incognito or private window: A browser window that does not use your saved cache, cookies, or (in most browsers) extensions.
  • Pop-up: A new browser window or tab a website opens, which EZRouting may use to deliver reports.
  • Browser extension: An add-on installed in your browser, such as Adobe Acrobat, that can change how websites behave.
  • DNS (Domain Name System): The service that turns a website name like ezrouting.com into the address your computer connects to.

Related articles

Updated

Was this article helpful?

0 out of 0 found this helpful

Have more questions? Submit a request