---
title: "Troubleshooting"
slug: "v4troubleshooting"
updated: 2023-09-14T07:07:25Z
published: 2023-09-14T07:07:25Z
canonical: "help.12dsynergy.com/v4troubleshooting"
excludeFromSearch: true
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.12dsynergy.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

- Ensure your configuration settings are correct
- If your settings have not been applied, try restarting or refreshing 12d Synergy
- 12d Synergy may not support the type of layer added
- Check the order of the layers in the ‘Active System Layers’ list. Refer to the ‘Layer Order’ section of this document
- Are the current map settings coming from the System, Template, Job, or User level?
- For layers using a remote address, ensure you have a working internet and network connection
- Ensure the layer added uses the same projection system that 12d Synergy uses (WGS84 Web Mercator projection, also known as EPSG:3857)
- Ensure all layers being displayed have the same geospatial referencing
- Remove all layers except layer you are testing to ensure there are no conflicting layers
- When setting a WMTS layer, ensure the ‘Set ID’ (e.g. set-xxxx) is correctly
- When setting a WMST layer, ensure the correct ‘Service Mode’ has been set (e.g. Rest/KVP)
- When setting a WMST layer, ensure the correct part of the address has been truncated/included
- Wait for a few minutes as some large layer sizes can take some time to load (e.g. Shape Files)

Refer to the ‘Getting Started with Mapping’ guide for more information on Mapping

## **Incompatible Layers**

- Feature Layers
- Google Maps
- Layers that use a different projection system to WGS84 Web Mercator projection, aslo known as EPSG:3857