Troubleshooting for project owners

The following troubleshooting solutions can help you fix issues you may encounter with your Workforce project.

Some of my mobile workers' positions on the map haven't changed in a while, but they report that they are no longer at the location marked on the map. Why aren't their locations updating?

There are a few scenarios in which you might see this. If the mobile worker doesn't have a network connection, they can't update their location; an internet connection is required. If the mobile worker's status is set to On Break or Not Working, their location is not updated on the map; their status must be set to Working. The mobile worker's location may be out of date if they didn't set their status to Not Working before the app was shut down or before they opened another project.

For more information, see Monitor mobile workers.

The owner of a Workforce project has left my organization, or responsibility for the project has changed to another member. How do I change project ownership to another member?

Since only the owner of a Workforce project can configure it, you need to change the project's owner. This is not something you can do through the Workforce app; you must be signed in to your portal in a browser. Complete both of the following tasks to successfully change ownership of the project to another member:

  • Change the owner of all the items created by Workforce to the new owner. This includes the Workforce feature service and the Dispatcher and Worker web maps.
  • Change the owner of the project's group to the new owner.
    Caution:

    You cannot create a new group for the project and share all the items with that group. You must continue using the original group, although you can edit the group, as well as add content to it. While you can invite users, those users can't work in the project unless added using the Workforce web app.

App integrations no longer work.

Your Field Maps, Collector, Explorer, or Survey123 integrations were working as expected, but now you are getting reports from mobile workers that they can't access the associated map or survey. Or an error message appeared on the project's Advanced tab about a map or survey having changed sharing permissions or being inaccessible.

Open your project configuration and review the Advanced tab.

  • If you don't see a message and your integrations appear to be valid, they may be accessible to you but not your mobile workers. Go to the integrated maps or surveys on the portal website (ArcGIS Online or ArcGIS Enterprise) and update the sharing permissions so that they are accessible to your mobile workers. Often the best way to do so is to share them with the Workforce project's group.
  • If you see Sharing permissions on Field Maps map have changed (id: <Item ID>), Sharing permissions on Collector map have changed (id: <Item ID>), Sharing permissions on Explorer map have changed (id: <Item ID>), or Sharing permissions on Survey123 form have changed (id: <Item ID>), its permissions changed such that it is no longer in a group you have access to or it is shared publicly (with everyone). This can appear for maps you own, as well as maps you don't own. If you own the item, or if you are an administrator in your organization, update its sharing level on the portal website. If you don't own the item and are not an administrator in your organization, your administrator may be able to help you fix this. Copy the ID of the map or survey from the message and send it to your administrator. Your administrator can sign in to the portal website, search for that ID, and fix the sharing level for that item.

  • If you see Field Maps map does not exist or is inaccessible (id: <Item ID>), Collector map does not exist or is inaccessible (id: <Item ID>), Explorer map does not exist or is inaccessible (id: <Item ID>), or Survey123 form does not exist or is inaccessible (id: <Item ID>), the item has been deleted or the item is invalid. Fixing this depends on the number of app integrations you have for the app (Field Maps, Collector, Explorer, or Survey123) that is showing the message.

    If you were only integrating with that single map or survey, reset the app integrations in Workforce by clicking Reset to the right of the message. This clears your integration for that app (Field Maps, Collector, Explorer, or Survey123) and you can re-create it once you create a map or survey to integrate.

    If you integrated multiple maps or surveys, contact Esri Technical Support. Support staff will explain the process of removing the single invalid map or survey while leaving your other integrations for that app intact.

    Caution:

    If you'd rather reconfigure all integrations for the app that is presenting the message, you can reset your integrations using the Reset button (as in the case for a single integration that is invalid). Be advised that once you click the button, Technical Support can't restore your previous integrations for that app, as they are all cleared. You'll need to set up your map or survey integrations again.

An Unable to add assignment type error occurs when I add my first assignment type or an assignment type after I've left my portal idle.

You've encountered an issue with Workforce on ArcGIS Enterprise.

I configured the Worker web map to use a tile package for the offline basemap, but it isn't showing up in ArcGIS Workforce.

Even though this setting can be enabled, using a tile package for the offline basemap is not supported in Workforce.

I changed the assignment or worker symbols—how can I change them back to the original symbology?

Download the following assignment and worker symbols:

When configuring the Workforce project, open the Worker map or the Dispatcher map and change the symbology of the Assignments layer or the Workers layer using the original symbols. To learn how to customize layer symbology, see Change style in ArcGIS Online or Change style in ArcGIS Enterprise.

An Unable to add user error occurs when I add a user to the Workforce project.

If you receive an Unable to add user error, ensure the following requirements are met:

When I open a map in the Workforce mobile app with an ArcGIS Enterprise account, I receive an error message saying I'm unable to open or download the map.

If the project owner set the portal to read-only, you cannot open or download the map in the Workforce mobile app. See Read-only mode in ArcGIS Enterprise for more information.

I added a layer to the Dispatcher web map, and the label I configured with a date field is not formatted as expected.

A custom Arcade expression must be used to format date labels in the Dispatcher web map. You can write an Arcade expression when you're creating the label. The following are examples:

LabelArcade Expression

12/21/1997

return Text($feature["DatePlanted"],'M/D/Y')

12/21/1997, 18:00

return Text($feature["DatePlanted"],'M/D/Y, HH:MM')

December 21, 1997

return Text($feature["DatePlanted"],'MMMM D, Y')

For more information, see Text functions in Arcade.

Note:

Customizing an Arcade expression for a label only applies to additional layers added to the Dispatcher web map. The default Assignment and Workers layers do not support labels.


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