In the last time (months I’d say, but lately it’s getting worse) I see a lot of new update requests coming in pairs.
With that I mean, URs left almost at the same time (or with maximum 1m difference) either very close or at a few hundreds meters difference, with the same route.
As I think it’s unlikely that out of the blue a lot of users started having fun reporting them twice, I guess there is a nasty error somewhere either on the client, or in the back-end server that processes the update requests.
We looked into the URs examples and found that users reported them within a short time (like 10 seconds). Based on the analysis it doesn’t seem like duplicates on our end caused the issue.
We understand that the experience can be annoying and unpleasant, so we’re investigating the latest pair of URs.
Thanks for letting us know and sorry for the inconvenience.
Then it must be something wrong on (some particular version) of the client that causes that.
As an expert Waze user, I don’t know if I would manage to manually send two reports 10s far apart (as you must select a couple of things in the UR user interface before Waze allows you to send the report).
Do you want me to keep sending more examples when I find them or are these so far sufficient?
We have enough examples at this moment. I will get back to you when we have new details or the team asks additional questions.
Updated: Francesco, @bedo2991, it would be helpful if we could get client’s log (in debug mode) from users who faced the issue (I know that it is a complicated challenge, but let’s try).
Thank you once again for all efforts and help.
Nataliia
I think it’s easier winning something at the lottery than finding a user who left a duplicate UR, who had debug mode activated, and knows how to send logs.
No updates at the moment. The team is asking for client logs to continue the investigation.
After reviewing groups of UR reports, it appears they were created during the same drive. One possibility is that the user accidentally pressed the “report a problem” button twice. Another possibility is that there might be a bug on in the client version of the user.
Is it possible for Waze to find out what client OS (and maybe even app version) generated an UR?
For example, if you could tell me that they all come from Carplay, I can try to make some beta users replicate that and see if we get any duplicate.
It is a miracle if normal users answer to the URs, imagine even turning on debug and then sending logs!
If they all come from different app types or from users who are actually managing to send multiple reports in a short time, probably the best solution is having the system which generates the URs after the drive merge those which:
are from the same user
are within a certain time difference (e.g. 15 seconds)
are within a certain distance (e.g. 50 m)
Concatenate the description (that are 99% of the time empty, anyway) and just generate one.
It is true, I know that users very rarely answers via UR reports comments.
For now I can give this information about the last groups of emails:
ANDROID_DEVICE / 4.98.0.1
IPHONE_DEVICE / 4.98.0.1
IPHONE_DEVICE /4.84.1.0
I will investigate further to see if we can provide more information. URs typically contain server-side data, and I’m unsure if they include information about the in-car platform.
This problem seems to be happening again. I’ve been getting a lot of duplicates and quite a number of clusters of URs at the same place or in a very limited space, sometimes into double digits. Today I got the most severe example - 63 reports all from exactly the same location, over a period of a couple of hours.
At first I was willing to write it off as possible user action (logging a request and then deciding it needed a different report type), but this many requests at exactly the same location over a period of a couple of hours seems to be a bug of some sort.
Thanks a lot for your feedback. All these URs were submitted by the same user (iOS 18.3.2.; Waze v5.7.0.3). I have added this case to the internal ticket so it can be investigated further.
If you see this happen again, it would be useful to ask the reporter to send their debug logs. Although, as has been mentioned before, this is not common practice and might be challenging, it might expedite further analysis and finding the root cause.
Thanks Olesya. I left one of the Update Requests open, I haven’t heard anything from the reporter yet, but I’ve sent them a message asking them to submit their debug logs (gave them a a link to instructions).
