Problem through Odoo

[martinhoyos]

Greetings.
I'm working as support for a local business wich uses Odoo for their daily work. While the employees tried to check their entries and exits on the platform it started showing us a message wich read:
Geolocation server error: HTTPSConnectionPool(host='nominatim.openstreetmap.org',port=443): Read timed out. (read tiemout=10)
We researched what could we do about it but only got answers wich said "try waiting in case it's a temporal problem with their server" or "if you have control on the source code of the app, try switching to another geolocation service provider". And since in this case we can't access directly to the source code we attempted to contact Odoo Support, but all they said was "This seems to be coming from the provider side. I would reach out to their support for further assistance".
Could you give us some idea to know how could we fix this problem or if it's a case of an internal problem?

[mtmail]

Nominatim doesn't have this kind of support. It's not a business, there's no contract. nominatim.openstreetmap.org has a usage policy https://operations.osmfoundation.org/policies/nominatim/ and likely your app is blocked for overuse.

https://www.odoo.com/pricing seems to run a business. They have full-time staff, phone numbers and promise their customers support. Odoo shouldn't outsource their business support to a volunteer run open source project.

And since in this case we can't access directly to the source code

We can't access the source code either.

"try waiting in case it's a temporal problem with their server"

That can work. Blocks are removed automatically after a day or two.

"try switching to another geolocation service provider"

That can work, too. You'd need to ask Odoo how to do that.

[martinhoyos]

Oh yeah, I never thought that you'd be able to check Odoo's source code for the connection, I mostly wanted to know through the question if you had any idea why we were getting the error suddenly so we could try to fix it, thinking it was a specific answer the servers had programmed in case of a type of specific error.
I'll see through the documentation if we can somehow try to switch the service provider then. Thanks for your time and answer!

[lonvia]

Odoo has long been banned from our servers for not adhering to our usage policy. The sum of requests from their customers is over the usage limits that we allow, so they should not be offering our service to their customers at all anymore. It's amazing that they still do it anyway. And it's plain unacceptable that their customer service sends you to us.

[martinhoyos]

That's some interesting information, I'll let our users know about it.
And I agree that it is unacceptable. To be honest the whole exchange with their support this time felt like they were just trying to pass the problem to someone else from the start.
Thanks for your time and attention to clarify the topic to us!