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Troubleshoot

Listed below are issues you may encounter when working with ArcGIS Online and some recommended solutions. If you don't find the problem you are looking for, and you are a member of an organization, send your issue to your administrator and request that she or he contact Esri Support. If you have a public account, you can access Esri Community and the ArcGIS Online blog.

Note:

For solutions related to creating an account, signing in, or updating your account, see Account troubleshooting.

Website

Activate a subscription

Add members to an organization

Join an organization

Map

Apps

Scene

Hosted web layers

Sharing

Content

Groups

ArcGIS Desktop

The website isn't working.

You can check the status of ArcGIS Online such as the website, Esri basemaps, REST API, feature publishing, and so on. You can subscribe to RSS feeds to be notified about any interruptions in specific services. You can also visit the dashboard at status.arcgis.com.

If part of a page is missing, try clearing your browser cache and cookies. This operation can be different in all browsers. In Chrome, make sure to clear since the beginning of time, and in Firefox, clear Everything. Internet Explorer and Safari will clear all the cookies and content selected.

A page in the website provides an error and does not fully load in Internet Explorer as expected.

As recommended by Microsoft, you may need to add the following domains to your trusted sites: http://*.arcgis.com, https://*.arcgis.com, http://*.arcgisonline.com, and https://*.arcgisonline.com.

I've encountered a maximum limitation when using the website.

The website has the following maximum limitations:

  • Number of groups per user with a public or organizational account: 512
  • Upload file size: 1 GB
  • Thumbnail image size: 1 MB
  • Sign in time: two weeks
  • URL characters for adding items from the web: 1024

I can't activate my subscription for ArcGIS Online.

If you have difficulty activating your subscription, contact Esri Support.

I requested a subscription for ArcGIS Online, but I am not the person who will administer the subscription for my organization.

The subscription must be activated by the person who will administer it. If that's not you, forward the activation email you received to the appropriate person.

Tip:

It is a recommended that administrators specify one or more administrative contacts to receive email communication from Esri and be listed as points of contact in automatic email notifications sent to members when they request password resets, help with user names, and so on. This ensures the appropriate individuals are notified regarding these and other administrative tasks.

When I invite members, I can't set their role to administrator or one of my organization's custom roles.

You cannot select administrator or a custom role with administrative privileges during the invitation process. You can change the role after the member has joined the organization.

I cannot invite or add members from an ASCII-encoded CSV file containing non-English characters.

If your CSV contains non-English characters, for example, characters specific to the French, Russian, Greek, Japanese, or Arabic alphabets, the file must be encoded as Unicode or UTF-8, and not ASCII. You can save your file as UTF-8 or Unicode in Windows. Open the file in a text editor such as Notepad, click File > Save As, and choose UTF-8 or Unicode from the Encoding drop-down list shown at the bottom of the Save As dialog box.

I received an invitation to join an organization, but I get an error when I try to join.

Invitations are valid for two weeks. Ask the administrator of your organization to send you a new invitation if you haven't joined within that two-week period.

Your account email must match the address where the invitation was sent. If you create a new organizational account when you join the organization, enter the same email address where your invitation was sent.

If you are joining a trial subscription, you cannot use an existing account. You need to create a new account.

I know I was invited to join an organization, but I didn't receive an invitation in my email inbox folder.

Your invitation may have been moved or blocked by your email account. Check your spam and junk email folders. If you don't see the email there, add notifications@arcgis.com to your safe senders list and ask your ArcGIS Online organizational administrator to resend the invitation. If you continue to have problems, have your administrator contact Esri Support.

When searching for layers to add to a map, only web layers are listed.

You can search for and add feature layers, tile layers, imagery layers, KML layers, and OGC WMS, WMTS, and WFS layers. Other layer types, such as layer packages, are not supported.

When searching for layers to add to a map, not all of my organization's layers are listed in the search results.

If you checked the Within map area box, only layers that intersect the extent of the current map extent are listed in the search results.

The date and time in a pop-up do not match the date and time in the underlying data.

Servers store dates in Coordinated Universal Time (UTC). Web browsers convert the date to local time. For example, if you look at a time field in a pop-up and you are located in California during standard daylight time, what you see is 8 hours earlier (UTC-8) than the time in the data. This offset might affect the date as well. If you look at a pop-up with data from 7/7/2017 12:00 a.m., you see 7/6/2017 5:00 p.m.

Dates are formatted differently throughout the map.

When viewing dates in Map Viewer, you might see different formats on different parts of the map. Map authors can configure the format that appears in pop-ups, tables, and labels. For other parts of the map, such as the time slider, the language associated with your account determines the date format.

Time does not appear in the date field.

Only short date formats display time (for example, 12/31/1999 and 31/12/1999). Time is not displayed as part of the date field for other date formats. To display time for date fields, you need to configure the date field in the pop-up to use one of the short date formats (and check the box to show time).

I can't edit the geometry of a feature in an editable feature layer.

If the editable feature layer contains m-values, you can't edit the geometry for existing features. To edit geometry for existing features in the layer, the layer owner must move the data with m-values to a separate layer (which can be in the same service).

When I print my map, some layers are missing.

If your organization uses the default print service, layers that are not accessible externally, KML ground overlays, and network links without refresh properties do not appear on a printed map. If your organization uses a custom print service, certain types of layers may not appear on a printed map.

Use the Print drop-down menu in Map Viewer to display a printer-friendly web page of your map (with or without the legend). Once the print page has finished loading, you can use your browser's print option to print a complete and well-formatted map. If you use your browser's print option directly from Map Viewer without using the Map Viewer Print drop-down menu, many other layers and logos may be missing as well.

The map is missing a legend.

You will not see a legend for basemaps or OGC WMS and WMTS layers. You will also not see a legend for layers that are not accessible externally or if the map author has hidden it.

The map legend is different from the legend I created for my feature layer.

Legends for feature layers may not match the legends saved in web maps. This typically happens when you save the layer in the web map with different symbology than that of the original layer. Symbology is saved to the web map when you save the map. Therefore, if you have different symbology saved to the layer and want to display the layer's legend in the web map, you must remove the layer from the web map and add it back.

I can't reorder a layer in the map's contents.

Layers are always displayed on top of a basemap, and feature layers are always displayed on top of tileset layers (map image, imagery, and tile layers) and KML layers. Depending on the type of layers you have in your map, you may not be able to move them all up or down. For example, if you have one map image layer and three feature layers, you can reorder the feature layers, but you cannot move the map image layer on top of them.

I lost the map I was working on.

You may lose your map when adding a secure layer while you are in HTTP or navigating away from Map Viewer when the map is too large for your browser to cache. To prevent losing your map when you add large amounts of data, sign in before you start working and periodically save your map (if you have privileges to create items). If you plan to add secure layers, change the Map Viewer URL to HTTPS and add the secure layers first.

My web map contains a layer that is no longer available, and an error appears when I load the map. How do I remove this layer so that I can replace it with another one?

Save your web map. The problem layer won't be saved, and you can add other available layers to the map as needed.

The time slider does not appear in a map with a time-aware layer.

Time-aware layers are not supported in KML documents, embedded maps, and layers from a file. The time slider does not appear in these cases. The time slider also does not appear if the map author has disabled time animation on the layer.

There is no option to use my layer as a basemap.

ArcGIS Server services (map image layers), OGC WMS, OGC WMTS, and tile layers can be used as your basemap. Layers from a file, KML document, and map notes you create in Map Viewer cannot be used as basemaps.

When I use my own basemap, some of the zoom levels in my basemap are missing on the map.

This happens because the map displays the zoom levels of the current basemap, for example, the World Topographic basemap. To see the additional zoom levels in the basemap you've added, save your map, close the Map Viewer page (for example, go to the Gallery), and reopen the map. The additional zoom levels appear. You need privileges to create items in order to save your map.

My basemap is unavailable, so none of my map content appears.

Map Viewer can't display layers in a map without a working basemap because the basemap establishes the coordinate system of the map. Once you save a map with a basemap, Map Viewer only uses that basemap; it doesn't revert to a default basemap if yours is unavailable. You can repair your map by using a different basemap as long as the spatial reference of the bad and new basemap are the same. For basemaps that are tile layers, the tiling scheme of the bad and new basemaps must also be the same. Repair your map by choosing a different basemap from the gallery or using the URL parameter basemapUrl.

When I add an OGC WMS or WMTS layer to my map, I get an error that says the layer's coordinate system doesn't align with that of the basemap.

This error message usually appears when you added layers to your map, and you then add an OGC layer that is in a coordinate system other than Web Mercator (the projection of the basemaps in the default Map Viewer gallery). To remedy this, create a new map and add your OGC layer first. If your layer is in GCS WGS84, Map Viewer uses the GCS WGS84 World Imagery basemap. If your OGC WMS or WMTS layer is in a coordinate system other than Web Mercator or GCS WGS84, your layer is used as the basemap. If your WMTS layer supports multiple coordinate systems, you can select the one you want to use.

The aerial imagery I added doesn't display on the map.

Tile layers that use aerial imagery may not display on the map if you are using a Web Mercator basemap (which is the projection of the basemaps in the Gallery) and the layer is not in Web Mercator. To display the layer, use it as the basemap or display it on top of a basemap that is in the same projection as the tile layer.

My map layer does not appear in Map Viewer at the same scales for which I’ve cached tiles.

Map Viewer honors the minimum and maximum scale set in layers created with ArcGIS 10.1 or later releases. You can adjust these scales in ArcGIS Desktop.

I have issues accessing ArcGIS Server services and OGC layers secured with web-tier authentication in Internet Explorer.

You may need to add the domains of your organization’s trusted servers to your browser’s trusted sites list. Check with you organization administrator for the trusted servers configured for your organization.

Some layers don't display correctly in the map. It looks like there is a mix of HTTP and HTTPS URLs. Is this mixed content negatively affecting the map display?

It depends. The specific behavior depends on your browser and browser version.

When you attempt to open an HTTPS-based layer in Map Viewer that's on HTTP, your browser may notify you that you must reload the page (in this case, Map Viewer) onto HTTPS and add the layer again. This applies to layers you add to your map and layers in existing maps. Some browsers may successfully load these layers without notification.

When you attempt to open an HTTP-based layer in Map Viewer that's on HTTPS, the layer may not load correctly or may behave differently across browsers and browser versions. This applies to layers you add to your map and layers in existing maps. Some browsers may successfully load these layers.

You can read more about mixed content from various browser providers.

When attempting to add a layer to the map, I see a message that Map Viewer is unable to establish a secure connection to the layer.

It's likely that your organization is set up for HTTPS only, but the URL you are providing is HTTP. Some browsers notify you or block mixed content. You can try switching the layer URL to HTTPS. You can also contact your administrator about configuring SSL on the server hosting the layer.

Some features are missing from my map.

If you imported data from a file, there are limitations on how many features Map Viewer displays. If you add a text file (.txt or .csv) with addresses and you are signed in with an organizational account, the first 1,000 rows of features are displayed. If you add a text file with addresses and you are signed in with a public account or not signed in, the first 250 rows of features are displayed. If you added a KML document, features from placemarks, network links, ground overlays without refresh properties, folders, and extended data are displayed. Other features are not supported at this time.

Edits in the feature layer don’t appear in the embedded map or app until the map is refreshed.

When you add, update, or remove features in a layer that contains less than 2,000 polygons, 4,000 points, or 250,000 vertices, the edits don’t appear in the embedded map or app until the map is refreshed. You can set a refresh interval on the layer to keep the map synced with the latest data while the map is open.

When I view a map, I see a message that I need to enable web storage.

The website leverages the web storage capabilities (similar to cookies) of the browser to temporarily store changes made to the map until you save the map. If web storage is disabled, the map will not function properly. See the steps below to enable web storage in your browser.

Internet Explorer

  1. Open the Tools menu, click Internet Options, and click the Advanced tab.
  2. In the Security section, check Enable DOM Storage and click OK.

Mozilla Firefox

  1. In the address bar, type about:config to view the browser settings.
  2. Scroll to dom.storage.enabled.
  3. Right-click the setting and click Toggle to set dom.storage.enabledto true.

Google Chrome

  1. Click the More icon and click Settings.
  2. Click Show advanced settings.
  3. Under Privacy, click Content Settings.
  4. Under Cookies, select Allow local data to be set.

Safari

  1. Click the wheel icon and click Private Browsing to turn off private browsing. You see a check mark next to Private Browsing if it is on.

I cannot edit features I've added to my map.

When a feature layer is published, the publisher determines what, if any, edit operations can be performed through the feature layer. Be sure the feature layer is editable. Also, KML and OGC WMS and WMTS layers cannot be edited in Map Viewer.

I do not see an option to configure pop-ups even though I know my service has feature data in it.

Map Viewer does not support editing or displaying pop-ups on OGC WMS and WMTS layers. Configuring pop-ups on KML layers is not supported; any feature data in the KML layer is automatically displayed (you cannot disable or configure them).

I cannot remove pop-ups on a layer in the map.

You can remove pop-ups on a map layer you have previously enabled and on features from a delimited text file, shapefile, or GPX file. You cannot remove pop-ups for map notes layers created in Map Viewer or KML layers.

The map pop-up does not display my custom HTML.

ArcGIS Online supports a limited set of HTML tags. Unsupported HTML is filtered out and will not be displayed.

After modifying a service or hosted web layer, the layers in my map are missing or do not function as expected.

If the layers in your ArcGIS Server service or hosted web layer have been reordered, removed, or the schema has changed, maps or layers referencing the service or layer may not function as expected. To resolve the issue, remove and re-add the service or layer and reconfigure the layer settings. If you make changes to fields in the service or hosted web layer, pop-ups in the map or layers referencing the service or layer will not include the field changes. To include the field changes, you will need to reconfigure the pop-ups.

I do not see an option to save item properties on a layer I've updated in Map Viewer.

You can only save item properties on layers you have added.

Number fields from a CSV file on the web do not import correctly into the map.

If you are adding a CSV file from the web that uses periods as decimals, but your language is set to a system that expects commas for decimals, your number fields may not display correctly. The decimal characters in your file should match the format your system language expects. For example, if your system is set to English, your file should use periods as decimals. If your system is set to French, your file should use commas as decimals.

My organization has a Bing key that can be used in maps shared publicly. I see the Bing basemap in my maps but the public sees an ArcGIS Online basemap.

Verify that your organization has configured a Bing key for public use. If it has and the public does not see a Bing basemap in your map, resave your map.

Symbols disappear when I change symbols in my layer and use an image from an item in ArcGIS Online.

To change symbols with an image in an ArcGIS Server map service that supports dynamic layers, you need to include the image file name in the URL to the item. For example, if the item URL is https://myorg.maps.arcgis.com/sharing/rest/content/items/6761d5fd89fa4f978857357fb952ea14/data and the image name is chrysanthemum.jpg, you need to use the following URL: https://myorg.maps.arcgis.com/sharing/rest/content/items/6761d5fd89fa4f978857357fb952ea14/data/chrysanthemum.jpg.

I am having issues with styling.

Search only suggests six features.

When searching for features in a layer, only six results are returned for suggestions. This might mean the list doesn't include the feature you are looking for.

The Story Map I’m configuring doesn’t have a setting to share subscriber content.

You can use My Stories to share subscriber content in Story Maps.

My layers aren't supported in Scene Viewer for ArcGIS Enterprise.

Often layers are released in ArcGIS Online before ArcGIS Enterprise. Here are Scene Viewer layer types with release information for ArcGIS Enterprise and ArcGIS Online.

LayerArcGIS Enterprise versionArcGIS Online release

OGC Web Map Service (WMS)

10.6

September 2017

OGC Web Map Tile Service (WMTS)

10.5.1

December 2016

Scene layer : point cloud

10.5.1

December 2016

Vector tile layer

10.5.1

December 2016

Scene layer : integrated mesh

10.5

June 2016

Scene layer : point

10.4

November 2015

Scene layer : 3D object

10.3.1

March 2015

Elevation layer

10.3.1

March 2015

Feature layer

10.3.1

March 2015

Imagery layer

10.3.1

March 2015

Map Image layer

10.3.1

March 2015

Tile layer

10.3.1

March 2015

My Edge browser is not loading some of my layers.

Edge has a default security setting called Enhanced Protected Mode (EPM) that prevents Internet sites to load intranet resources via CORS. As a result, when opening Scene Viewer from ArcGIS Online, Edge will disallow loading layers that come from ArcGIS Enterprise or ArcGIS Server within the intranet. Learn more about this security feature at Edge EPM.

Point symbols and labels do not appear in the scene.

Some systems can automatically switch between integrated graphics and dedicated graphics cards to render 3D graphics. Scene Viewer works best with a dedicated graphics card; therefore, in your graphics card driver settings, make sure the per-application settings for your web browser are set to the dedicated graphics card.

My elevation layer doesn’t display correctly in the scene.

If you see benching, a step-like appearance of the elevation surface, in your elevation layer created from a cached elevation image service, you may need to lower the compression value and max error of the service to better match the resolution of the elevation data. You can configure these settings from ArcGIS 10.3 for Desktop or later.

Layers are not ordered correctly in my scenes.

Scene Viewer has a built-in hierarchy for ordering layers. The viewer displays your layers in the order listed below. Within each of these groups you can order the layers in the scene.

  • 3D-enabled layers—This includes 3D data with z-values and 2D data that has an Elevation mode of Relative to ground or Absolute height.
  • Dynamic map services and 2D feature layers with an Elevation mode of On the ground.
  • Hosted tile layers and cached map services.

For example, a dynamic layer of United States hurricanes always displays on top of a tile layer or cached map service of United States population density, even if the hurricane layer is at the bottom of Contents.

I cannot publish a hosted tile layer from a hosted feature layer.

You cannot generate map tiles for a hosted tile layer published from a hosted feature layer if the hosted feature layer is is configured with certain styles and saved to the hosted feature layer item.

I cannot publish my .txt file as a hosted feature layer.

CSV files must be formatted and saved as .csv. Other text files are not supported.

I cannot publish my tile package on ArcGIS Online.

There is a 256-MB file limit when adding files to ArcGIS Online through the website. If your tile package file is larger than 256 MB, you cannot add it to ArcGIS Online through the website. Instead, you can use ArcGIS Desktop to share your map document as a tile package and upload the tile package to your ArcGIS Online account.

I made my hosted tile layer public, but others still can't access it.

Any sharing changes made to a hosted layer may take up to 10 minutes before the new sharing state is reflected in the system. For example, if you make a private layer available to everyone (public), others may not find the layer in a search on the website for up to 10 minutes.

I want to update my hosted feature layer.

If you enabled editing on a hosted feature layer, you can edit the features and their display in Map Viewer.

If you published a hosted feature layer from the website, you can delete the feature layer, use the Update option on the related source file's item page to update the file, and use the Publish option to create a new hosted feature layer from the updated file. The feature layer will not be updated automatically after its source file is updated.

To update the data in hosted feature layers published from a file geodatabase, shapefile, GeoJSON, or CSV file containing latitude and longitude information, replace the data with data from an updated source file using the Overwrite option available on the hosted feature layer's item page.

If you published the hosted feature layer from ArcMap, overwrite the service from ArcMap.

Publishing a hosted tile layer takes a long time.

In general, the time it takes to render the tiles for a particular map is based on the spatial extent of the map to be cached and the number of layers in the map, as well as the load on the system at the time the map is being processed. The system is designed to scale automatically (by adding machines) as the load increases. However, lags are possible in cases where the system experiences drastic load.

The map caching system running in the cloud partitions a map into spatial extents that are rendered in parallel. If your data contains many extents, the entire process may take minutes or hours to complete. The process is asynchronous, which means the caching process continues if you close the ArcMap session from where the initial publication was performed. You can use the resulting cached map layer from the web or from another ArcMap session you start at a later time.

Publishing a service definition (.sd) file on ArcGIS Online fails with the message Unable to publish item. This Item can't be published to Online Service.

Service definition files for ArcGIS Server web services are different from service definition files for hosted tile layers. What you connect to when you save the service definition file determines what type of service definition file is created.

When you save a service definition file in ArcGIS Desktop, you must choose My Hosted Services when you Choose a connection to save a service definition file that can publish a hosted tile layer. You cannot connect to an ArcGIS Server or choose No available connection.

When I try to open service properties for my hosted layers in ArcGIS Desktop, I receive the error message Cannot view or edit service properties. Please try to access the service properties through the server directly..

If the layer was created in ArcGIS Online, you cannot view the properties from the My Hosted Services node in the Catalog tree. You can view the service properties in ArcGIS Online.

I can't share a public item outside my organization.

Your organization may not allow sharing outside the organization or you may not have privileges to share outside the organization. Check with your administrator.

If the organization prevents anonymous access to its URL (and you have the privileges), public maps, item details, and groups can still be shared. To share public maps, use the short URL in the Map Viewer Share window; to share item details and groups, use the Facebook or Twitter buttons. These options create a link that uses the arcgis.com URL instead of the organization's URL.

My publicly shared map doesn’t show my organization's locators.

When a map is shared through Map Viewer using the public URL (https://www.arcgis.com), Esri World Geocoding Service is the only available locator. If you want Map Viewer to include your organization's own locators, share the map using your organization's URL (for example, https://yourorg.maps.arcgis.com).

I want to change the credentials on a secure ArcGIS Server service that I stored with the service item.

To change the credentials for an item, open its item page, click the Settings tab, and enter a new user name or password under Feature Layer Settings.

When I add a secure ArcGIS Server service as an item, the item page is missing part of the credentials section.

If you do not see the user name and password fields, the options to store or not store credentials, or if you see an error when attempting to add the secure service, there may be an issue with your SSL configuration. The ArcGIS Server site providing the service for which you are attempting to store credentials must support HTTPS and have a valid certificate signed from a well-known certificate authority. To help diagnose problems with your SSL certificate installation, you can use an SSL checker such as SSLShopper. For additional troubleshooting, contact Esri Support.

A person's name is missing from the Invite User list.

You will only be able to invite a user to your group if the following conditions are met:

  • The person you are inviting has an ArcGIS Online account.
  • The person you are inviting has privileges to join groups.
  • The person you are inviting has the same type of account that you have. For example, if you have an organizational account, you can only invite people with organizational accounts to join your group.
  • The profile of the person you are inviting is not set to private. To invite someone from your organization to the group, their profile must be visible to the organization. To invite someone from another organization, their profile must be visible to the public.
  • If you are inviting someone from another organization, the group must not have the item update capability enabled.

I can't update an item that was shared to my group that allows members to update items.

At this time, the item update capability is intended for use with item details and the contents of maps, configurable apps, and scenes. Currently, most ArcGIS apps do not support the item update capability. For example, members of a group created with this capability enabled can update the item details of an Operations Dashboard add-in shared with the group but cannot modify the add-in. Support will be added in future releases.

As an administrator, I can’t share a member’s item to a group I don’t belong to.

This is a known limitation that will be addressed in a future update. For now, you need to become a member of the group before you can share items to it.

When updating a layer package or map package item details, the image is updated even when I select keep item properties.

When you update a layer package or map package, the item properties thumbnail is reset to the thumbnail in the package. This occurs even if you choose to preserve the item properties on the server. After you update the item, you need to upload the image you want to appear on the item page.

I was prompted for a login when opening a layer package.

When opening a package that has been shared with a group but not made public, you are prompted (through a pop-up dialog box) to enter your ArcGIS Online user name and password. The dialog box includes an option to save your login information, which allows you to open shared packages without reentering your user name and password.

Opening a globe layer returns an error message in ArcMap.

By default, the ArcGIS Online website opens globe layers in ArcMap and you receive an error message. To successfully open these items, you must have ArcGlobe open and ArcMap closed on your machine.