Troubleshooting Sitecore IP Geolocation service

The IP Geolocation service provides information about the physical location of website visitors when you use Sitecore DMS or xDB.

In the situation when you suspect that the collected information is either incorrect or not up-to-date, use one of the following solutions.

There might be the following related symptoms:

The location data is incorrect in the Analytics reports.

This or similar errors appear in log files:

ManagedPoolThread #4 2015:06:28 00:00:36 ERROR Error retrieving geo ip information for ip 000.000.000.000
Exception: System.Net.WebException
Message: The operation has timed out
Source: System
 at System.Net.HttpWebRequest.GetResponse()
 at Sitecore.CES.Client.WebClient.ExecuteRequest(String requestUri)
 at Sitecore.CES.Client.ResourceConnector`1.Request(String endpoint, Object[] parameters)
 at Sitecore.CES.GeoIp.SitecoreProvider.GetInformationByIp(String ip)‌

Ensure that the module has been properly installed and configured:

Check that you purchased the related service in the Sitecore Support and Self-Service Portal (Set up Sitecore IP Geolocation).
Note that the App Center was used before the launch of the Portal (Sign up and Invoicing: IP Geolocation Service, page 18) as it had been discontinued.
Check that all configuration files in the /App_Config/Include/CES folder are enabled.

Open the http://hostname/sitecore/admin/showconfig.aspx page and verify that the following configuration is present:

For Sitecore CMS 6.4-7.2:

<lookupmanager defaultprovider="default" patch:source="Sitecore.Analytics.config">
  <providers>
   <clear/>
   <add name="default" type="Sitecore.CES.GeoIp.SitecoreProvider, Sitecore.CES.GeoIp">
     <param ref="GeoIpConnector" patch:source="Sitecore.CES.GeoIp.config" />
     <param ref="EndpointSource" patch:source="Sitecore.CES.GeoIp.config" />
   </add>    
  </providers>
</lookupmanager>

For Sitecore CMS 7.5-XP 8.0.7:

<lookupmanager defaultprovider="default" patch:source="Sitecore.Analytics.config">
  <providers>
   <clear/>
   <add name="default" type="Sitecore.CES.GeoIp.SitecoreProvider, Sitecore.CES.GeoIp">
     <param ref="GeoIpConnector" patch:source="Sitecore.CES.GeoIp.config" />
   </add>    
  </providers>
</lookupmanager>

Check that the firewall rules are configured correctly. For the Geo IP service, HTTPS protocol is used for the following URLs:

geoIp-ces.cloud.sitecore.net
discovery-ces.cloud.sitecore.net

Note: If it is not possible to configure rules based on URL, you must provide access for the following list of IPs:
Azure Datacenter IP Address Ranges

Send a direct request to the service using your environment and license to check service availability:

For Sitecore XP 8.0 - 9.3.0: save the TestIp.aspx file into the /sitecore folder.
For Sitecore 10.0 Initial Release and later: save the TestIp.aspx file into the /sitecore folder.
Open the http://hostname/sitecore/TestIp.aspx page.
Enter any known IP address (for example, 193.200.33.51) into the text box and select GetInformationByIp.

If the information about the IP address is displayed on the page, the service is accessible.

Important: Do not use the code of this page to get information about IP addresses. This code always requests information directly from the service, which might lead to excessive charges for service usage.

When IP information is requested, the following steps are performed:

Lookup of IP information in the memory cache.
Lookup of IP information in the database.
Request to the Geolocation service.

Therefore, always check whether the correct IP information is stored in the Analytics database:

Sitecore CMS 7.5 - Sitecore XP 8.2.7: the GeoIps collection, Collection database (MongoDB).
Sitecore CMS 6.4 - Sitecore CMS 7.2: the GeoIps table, Analytics database (SQL).

Troubleshooting Sitecore IP Geolocation service

Description

Solution 1

Solution 2

Solution 3

Solution 4