Users of Superload can encounter various impediments to completing the routing process when ordering a permit. Here are a few situations and the remedies for each:
Do they see the map?
If this is a v4 SUPERLOAD routing state (see Route column in the 1.3 and 1.4 tables), then follow online instructions to install the OCX (on IE) or run the applet on other browsers. Note that MS Edge and Google Chrome cannot be used if map based routing is desired, because those browsers do not support plug-ins. If one of them must be used, the user can select the Map Off option at the top of the page and do the “mapless” routing.
If they’re using a v5 SUPERLOAD site, no plug-ins are needed. Check for other device/browser compatibility issues.
What routing method is being used?
Picking:
Situation: User selects Picking Route Segments and then begins picking on the map, but nothing happens.
Remedy: User needs to click on “Select trip on the map”.
Situation: A message says, “The first two picks are not on the same route.” because they picked the first route once and then picked a second route.
Remedy: Pick the first route in two places to establish the direction.
Picking/Text Description/Auto Orig/Dest routing:
Situation: User has a trip that looks good (all green), but the analysis status is “Failed”. Status message is, “This trip begins/ends in a limited access area.”
Remedy: If the trip is starting or stopping at a job site on the interstate, the user can request office review and enter “Route begins/ends at interstate construction job site; need to begin/end on interstate”. If the trip really is beginning or ending on a non-interstate route, change begin/end to include that non-interstate route.
Auto Origin/Destination routing:
Situation: Analysis Status message says, “The system has made a number of attempts to automatically find an acceptable trip. However, based on either certain system configuration settings, and/or the combination of the vehicle and highway system limitations, no acceptable trip was able to be found.”
Remedy: The user can request office review with a route considered “generally preferable”, or they can clear the route and select an alternate.
Have they viewed the Help and routing training videos on the main page? If not, make sure they do, because each method is explained in detail.