Map shows route far away

Modified on Fri, 14 Aug 2020 at 11:21 AM

While rare, it is possible that you might see an alarm come through that routes you to a really far destination in another state.  Below explains why this can be happening and how we can fix this. 

In order for us to display a route from your station to the incident location, we have to plot the LAT and LONG of both locations on your map.  Depending on the method of us obtaining your alarms, sometimes LAT and LONG does not come through from your CAD system.

Since we use the LAT and LONG, we will behind the scenes automatically geocode the address that is provided.  Most times, this works flawlessly, however there is some instances where even the city and/or state doesn't come through to us.  

If you are experiencing this issue, please let us know at We will be able to lock in your city, therefore if we try and geocode 123 Main St (almost every city has this address), we will specify your city if no city comes through. We can't always catch this as every dispatch is different.