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 ArcGIS Blog.
For solutions related to creating an account, signing in, or updating your account, see Account troubleshooting.
- The website isn't working.
- A page in the website provides an error and does not fully load in Internet Explorer as expected.
- I've encountered a maximum limitation when using the website.
- Why can't I change my organization name?
- Why can't I turn off anonymous access to my organization?
- Why can't I set a credit budget for storage, premium content, and app-related activities?
- When I sign in, I get an error that my SAML certificate has expired. What do I do?
Activate a subscription
Add members to an organization
Join an organization
- When searching for layers to add to a map, only web layers are listed.
- When searching for layers to add to a map, not all of my organization's layers 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.
- Dates are formatted differently throughout the map.
- Time does not appear in the date field.
- I can't edit the geometry of a feature in an editable feature layer.
- When I print my map, some layers are missing.
- My map layer did not draw completely.
- The map is missing a legend.
- The map legend is different from the legend I created for my feature layer.
- I can't reorder a layer in the map's contents.
- I lost the map I was working on.
- 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?
- The time slider does not appear in a map with a time-aware layer.
- There is no option to use my layer as a basemap.
- When I use my own basemap, some of the zoom levels in my basemap are missing on the map.
- My basemap is unavailable, so none of my map content appears.
- 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.
- The aerial imagery I added doesn't display on the map.
- My map layer does not appear in Map Viewer at the same scales for which I’ve cached tiles.
- I have issues accessing ArcGIS Server services and OGC layers secured with web-tier authentication in Microsoft Internet Explorer.
- 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?
- When attempting to add a layer to the map or opening an existing map, I see a message that Map Viewer is unable to establish a secure connection to one or more layers.
- My dataset is too large to add directly to the map.
- Some features are missing when I add my KML document to the map.
- Edits in the feature layer don’t appear in the embedded map or app until the map is refreshed.
- I cannot edit features I've added to my map.
- I do not see an option to configure pop-ups even though I know my service has feature data in it.
- I cannot remove pop-ups on a layer in the map.
- The map pop-up does not display my custom HTML.
- After modifying a service or hosted web layer, the layers in my map are missing or do not function as expected.
- I do not see an option to save item properties on a layer I've updated in Map Viewer.
- Number fields from a CSV file on the web do not import correctly into the map.
- My organization has a Bing Maps key that can be used in maps shared publicly. I see the Bing Maps basemap in my maps but the public sees an ArcGIS Online basemap.
- Symbols disappear when I change symbols in my layer and use an image from an item in ArcGIS Online.
- I am having issues with styling.
- Search only suggests six features.
- My layers aren't supported in Scene Viewer for ArcGIS Enterprise.
- My layer is only partially drawn.
- My gamepad or SpaceMouse device doesn't navigate in Scene Viewer.
- My Edge browser is not loading some of my layers.
- Point symbols and labels do not appear in the scene.
- My elevation layer doesn’t display correctly in the scene.
- Layers are not ordered correctly in my scenes.
- Some layers don't display correctly in the scene. It looks like there's a mix of HTTP and HTTPS URLs. Is this mixed content negatively affecting the scene display?
Hosted web layers
- I cannot publish a hosted tile layer from a hosted feature layer.
- I cannot publish my .txt file as a hosted feature layer.
- I made my hosted tile layer public, but others still can't access it.
- Publishing a hosted tile layer takes a long 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.
- 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..
- My hosted feature layer does not use the same symbology as I defined in ArcGIS Pro or ArcMap.
You can check the status of the ArcGIS Online website, Esri basemaps, ArcGIS 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 select the option to clear since the beginning of time. In Firefox, select the option to clear Everything. Internet Explorer and Safari will clear all the cookies and content selected.
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.
The website has the following maximum limitations:
- Number of groups per user with a public or organizational account: 512
- Upload file size: 200 GB
- Thumbnail image size: 1 MB
- Sign in time: two weeks
- URL characters for adding items from the web: 1024
As an administrator, you can enable credit budgeting on transaction-based services and tools such as geoenrichment and spatial analysis. Budgeting does not apply to organizational credits used for storage of files, feature layers, and tiles, for app-related activities, or for premium content accessed through a configured resource proxy.
To update to the new certificate, administrators must reregister ArcGIS Online as a trusted service provider through their identity provider. See ArcGIS Online SAML authentication certificate renewal for more information on renewing your certificate.
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.
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.
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 Microsoft 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.
Invitations are valid for 14 days. Ask the administrator of your organization to send you a new invitation if the 14-day period has expired.
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 firstname.lastname@example.org 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, not all of my organization's layers are listed in the search results.
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.
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.
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.
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.
A layer may have too many features for Map Viewer to display all at once. When this happens, Map Viewer displays a warning that the layer did not draw completely. To see the omitted features, zoom in and move around the map.
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.
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.
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?
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 to save your map.
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 unavailable and new basemap are the same. For basemaps that are tile layers, the tiling scheme of the unavailable 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 then added 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.
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.
I have issues accessing ArcGIS Server services and OGC layers secured with web-tier authentication in Microsoft Internet Explorer.
You may need to add the domains of your organization’s trusted servers to your browser’s trusted sites list. Check with your 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?
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, a message may appear stating that Map Viewer is unable to establish a secure connection to the layer. This applies to layers you add to your map and layers in existing maps. If you are the owner or administrator of the map, you can update the layers in the map to use HTTPS from the map's item page.
You can read more about mixed content from various browser providers.
When attempting to add a layer to the map or opening an existing map, I see a message that Map Viewer is unable to establish a secure connection to one or more layers.
It's likely that your organization is set up for HTTPS only, but the URL you provided 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 Transport Layer Security (TLS) on the server hosting the layer. TLS is a more recent and secure encryption protocol than Secure Sockets Layer (SSL) encryption protocols that provide secure communication across networks. If you're the owner or administrator of the map, you can update the layers in the map to use HTTPS from the map's item page.
Large datasets should be published as hosted feature layers. When you add a shapefile, GeoJSON, CSV, TXT, or GPX file directly to Map Viewer, the features are stored in the web map, which increases the amount of data that must be downloaded each time the web map is opened. Publishing your data as a hosted feature layer allows the features in the dataset to be requested as needed rather than being stored in the web map.
When you add a text file (CSV or TXT) while signed in with an organizational account, 4,000 features can be added directly to the map. When you add the same text file while signed in with a public account, or when you are not signed in, 250 features can be added directly to the map. Datasets with more features than this must be published as a hosted feature layer.
When you add a shapefile or GeoJSON file with point data, 4,000 features can be added directly to the map. When you add a shapefile or GeoJSON file with polygon or line data, 2,000 features can be added directly to the map. Datasets with more features than this must be published as a hosted feature layer. Shapefiles and GeoJSON files larger than 10 MB must be published as a hosted feature layer regardless of the number of features.
When you add a KML document to Map Viewer, features from placemarks, network links, ground overlays without refresh properties, folders, and extended data are displayed. Other features are not supported at this time. To learn more about supported KML elements and functionality, see the Considerations for using KML in your map section in KML.
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.
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.
You can only save item properties on layers you have added.
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 Maps key that can be used in maps shared publicly. I see the Bing Maps basemap in my maps but the public sees an ArcGIS Online basemap.
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.
For story maps created with classic Esri Story Maps templates, you can use the My Stories page to share subscriber content.
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.
|Layer||ArcGIS Enterprise version||ArcGIS Online release|
Scene layer : building
OGC Web Map Service (WMS)
OGC Web Map Tile Service (WMTS)
Scene layer : point cloud
Vector tile layer
Scene layer : integrated mesh
Scene layer : point
Scene layer : 3D object
Map Image layer
A layer may have too many features for Scene Viewer to display at one time due to performance reasons. When this occurs, a message appears in Scene Viewer warning that the layer is only partially drawn. To see the omitted features, zoom in and move around the scene.
3D symbology affects the number of features shown. Also, changing to complex 3D symbols, such as from cubes to trees, can cause fewer features to be drawn since trees require more vertices to be rendered.
Scene Viewer supports navigation for most gamepads and 3D Connexion SpaceMouse devices. Support for navigation with devices other than a standard mouse depends on the operating system, browser, and device. The following are the officially supported devices by operating system and browser:
- Chrome—Gamepad (Xbox 360, Xbox One, PlayStation 4); 3Dconnexion SpaceMouse
- Firefox—Gamepad (Xbox 360, Xbox One)
- Edge—Gamepad (Xbox 360, Xbox One)
- Chrome—Gamepad (Xbox 360, Xbox One, PlayStation 4); 3Dconnexion SpaceMouse
- Safari and Internet Explorer 11 browsers don't support gamepad or 3Dconnexion SpaceMouse navigation in Scene Viewer.
- You may need to restart your browser after connecting the device to enable navigation.
- To navigate with your device, ensure the Scene Viewer browser window is active.
Edge has a default security setting called Enhanced Protected Mode (EPM) that prevents internet sites from loading 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. To learn more about this security feature, see this article about EPM.
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. See Scene Viewer requirements for more information.
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.
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.
Some layers don't display correctly in the scene. It looks like there's a mix of HTTP and HTTPS URLs. Is this mixed content negatively affecting the scene display?
The specific behavior depends on your browser and browser version.
When you attempt to open an HTTPS-based layer in Scene Viewer that's on HTTP, your browser may notify you to reload the page (in this case, Scene Viewer) onto HTTPS and add the layer again. This applies to layers you add to your scene and layers in existing scenes. Some browsers may successfully load these layers without notification.
When you attempt to open an HTTP-based layer in Scene Viewer that's on HTTPS, a message may appear stating that Scene Viewer is unable to establish a secure connection to the layer. This applies to layers you add to your scene and layers in existing scenes. If you're the owner or administrator of the scene, you can update the layers in the scene to use HTTPS from the scene's item page.
You can read more about mixed content from various browser providers.
You cannot generate map tiles for a hosted tile layer published from a hosted feature layer if the hosted feature layer is configured with certain styles and saved to the hosted feature layer item.
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..
Web browsers cannot display some of the more complex cartographic symbols used when authoring a map in ArcGIS Pro or ArcMap. Most symbol types are available, but some symbols may be downgraded when you publish them. See Author maps to publish feature services in the ArcGIS Server help for more details about which symbols are supported. Make any required changes to your map symbology prior to publishing.
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.
When a map is shared through Map Viewer using the public URL (https://www.arcgis.com), ArcGIS 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.
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 or 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.
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 cannot be a shared update group.
Groups that allow group members to update all items in the group are called shared update groups.
At this time, shared update groups are intended for updating item details and the contents of maps, apps, and scenes. Some updates are reserved for the item owner or administrator (such as moving, sharing, or deleting an item and changing ownership). Currently, most ArcGIS apps do not support updating items shared with a shared update group. To determine whether this capability is supported in a specific ArcGIS app, refer to its product documentation.
Only the owner (or administrator) of the item can perform the following actions on the item (not all actions apply to all item types): delete, share, move, change owner, change delete protection, publish, register an app, overwrite data in hosted feature layers, and manage tiles in hosted tile layers.
When updating a layer package or map package item details, the image is updated even when I select keep item properties.
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.