ArcGIS Troubleshooting
ArcGIS Troubleshooting

I cannot sign in with my Esri Global Account.

There could be one of two issues going on: You must register your Esri Global Account for ArcGIS Online before you can sign in to ArcGIS.com. See Registering your account for more information. Also, ArcGIS Online user names and passwords are case sensitive. See Signing in for more information.

I cannot change my temporary password.

If you reset your password, you are e-mailed a temporary one that you should then change to one you will remember. ArcGIS.com won't prompt you to change your temporary password, so it is recommended that you log in to your global account to do this.

I cannot see layer packages or other files used in ArcGIS Desktop and ArcGIS Explorer Desktop.

By default, the site only shows you content that can be opened in a web browser. To see layer packages and other desktop content in search results, groups, and the gallery, set the site to show all content. Click the arrow to the right of Show: Web Content Only at the top of the website, then click All Content from the drop-down list. See Finding content for ArcGIS desktop products for more information.

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

Only ArcGIS Server services can be added to the map. Other layer types, such as layer packages, are not supported. See Creating maps for more information.

The Identify button is missing.

The Identify button was removed from the ArcGIS.com map viewer in March 2011 and replaced with configurable pop-up windows. If your web map contains map services with attribute data that was previously accessible through the Identify button, you need to configure pop-up windows in order for the attribute information to appear. Configuring pop-up windows give you complete control over which layers in the map services your users see information about and how that information is formatted. The pop-up configuration you create for the services is stored in the web map. See Configuring pop-up windows for more information.

When printing a map, some layers are missing.

Layers that are not accessible externally and time-aware layers do not appear on a printed map. If you print a map using your browser print button, many other layers and logos may be missing as well. Use the Print button on the ArcGIS.com map viewer for the most complete and well formatted maps.

The map is missing a legend.

You will not see a legend for basemaps and image layers. You will also not see a legend for layers that are not accessible externally.

I cannot edit a feature service I've added to my web map.

Feature services that are not accessible externally cannot be edited in the ArcGIS.com map viewer.

The time slider does not appear in an embedded map.

Embedded maps do not support time-aware layers. For this reason, no time slider appears.

Pop-up windows don't appear in web maps I've created even though I've configured pop-up windows and saved them as a layer property of my map service item.

You need to share your map service item in ArcGIS.com for the pop-up windows to appear in your web maps. If you share your map service with groups you belong to, and not everybody (public), only group members will see your pop-up windows.

I am viewing a web map created in ArcGIS Explorer Online in the map viewer and do not see features added by the author or an option to view the presentation.

If the web map you are viewing contains features added to the map or a presentation, and the author has not saved the map at least once since March 2, 2011, you will not see these until the map author saves the map again.

I do not see an option to save the layer properties of my pop-up configuration.

You can only save pop-up configurations on map services you've added to ArcGIS.com. If you originally created your map in ArcGIS Explorer Online, you can only save your configuration if you created the map after March 2, 2011. If you created your map in ArcGIS Explorer Online before March 2, you can remove the service layer then add it back. Now when you configure pop-up windows, you will see an option to save layer properties (if you are the owner of the map service).

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

If users set their profiles to private, you cannot invite them to your group. See Managing your profile for more information.

I have ArcGIS Desktop 9.3.1 and cannot open layer packages created in ArcGIS Desktop 10.

If you use ArcGIS Desktop 9.3.1 and want to open layer packages created in ArcGIS 10 SP1, you need to install the ArcGIS 9.3.1 Service Pack 2 Desktop Layer Packaging Patch. Without this patch, if you try to open layer packages created with ArcGIS 10 SP1, the following message is returned:

"The version of this package is not supported. You must install a newer ArcGIS Filehandler to read this package."

See Issues Addressed with this Patch for more information.

I have ArcGIS Desktop 10 and cannot open some layer or map packages.

Layer and map packages created in ArcGIS 10 SP1 cannot be opened in earlier versions of ArcGIS, including ArcGIS 10. The compression technology used by ArcGIS layer packages was upgraded in ArcGIS 10 SP1 to remove certain internationalization and size limitations, but as a result backwards compatibility was affected. If you try to open layer and map packages created with ArcGIS 10 SP1, the following message is returned:

"Error reading package contents."

To open packages created in ArcGIS 10 SP1 in ArcGIS 10, upgrade ArcGIS 10 to Service Pack 1.

To open packages created in ArcGIS 10 SP1 in ArcGIS 9.3.1, install the ArcGIS 9.3.1 Service Pack 2 Desktop Layer Packaging Patch.

When updating a layer package or map package in My Content, 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 happens even if you choose to preserve the item properties on the server. After you update the item, you need to reupload the image you want to appear on the item details 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.

Web maps do not open in ArcGIS Desktop.

Web maps created or edited after March 1, 2011 cannot currently be opened in ArcGIS Desktop 10 because they use a new format. We will add support for this new format into ArcGIS Desktop in a future release or service pack. Web maps can't be opened in ArcGIS Desktop 9.3.1 or earlier.

When I open a web map in ArcGIS Desktop 10, it always opens as a new untitled map document. Can I add a web map to my existing map?

ArcGIS Desktop treats web maps as maps rather than as layers, so when you open a web map, it always opens as a new untitled map document. Once open, you can modify and save it like you do any map document.

When I open a web map in ArcGIS Desktop 10, it sometimes contains two layers called Base Layer.

When you open ArcGIS.com web maps in ArcGIS Desktop 10, you may notice two layers called Base Layer. One of the layers is a reference overlay that should be drawn on top of the other base layer in the map. In some cases, the two base layers may draw in the incorrect order. This happens because some basemap layers available through ArcGIS.com include a reference overlay. One example of such a basemap is Imagery with Labels, in which case the labels are a reference overlay on the imagery service. In some cases, the imagery layer may be drawn over the label reference overlay when this basemap is consumed in ArcGIS Desktop. This is a known issue with ArcGIS Desktop 10. To work around this issue, expand the base layers to identify which layer should be drawn below the other and adjust the order in the table of contents as needed.

I cannot open map packages or ArcGIS Desktop add-in files.

You must have ArcGIS Desktop 10 installed on your computer to open map packages or ArcGIS Desktop add-in files. Earlier versions of ArcGIS Desktop do not support these types of items.

Opening a globe layer or service referencing a globe service returns an error message in ArcMap.

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

I cannot add an ArcGIS Server image service that I found in ArcGIS.com into ArcGIS Desktop.

When you look on the Open menu for an image service, there's no command to open the service in ArcGIS Desktop. Image services work in ArcGIS Desktop and ArcGIS Explorer Desktop. To add an image service to ArcGIS Desktop, it is best to make a connection in ArcCatalog directly to the server on which the service resides.

  1. Open the Details page for the image service you want to work with and click the Map Contents link.
  2. Copy the first part of the URL of the Map Contents page, up to and including the word services.
  3. Open the Add ArcGIS Server dialog box inside ArcCatalog and paste that string into the Server URL field.
  4. Delete the /rest part of the string so that it has this format: http://www.example.com/arcgis/services. Click OK. You can now browse to any of the services on that server and add them into your maps.

When I click Open and the Open in ArcGIS Desktop option to add a map service I find in ArcGIS.com into ArcGIS Desktop or ArcGIS Explorer, the service doesn't work. For example, in ArcMap, I see a new layer is added, but it is broken and doesn't draw. The service draws okay if I click Open in ArcGIS.com viewer, so I know the server hosting the map service is up and running.

This is a REST configuration issue on the ArcGIS server hosting the map service. It is causing the LYR files that are automatically generated when you click Open in ArcGIS Desktop to use the internal URL to the server rather than the external URL. This same issue also causes the View in ArcMap and View in ArcGIS Explorer links to fail on the REST Services Directory page for the map service. This can only be fixed by the administrator of the ArcGIS server hosting the map service. If you are the administrator, see ArcGIS Server Help to learn how to fix the issue.

If you want to use services from a server that has this issue, you can still add the map service into your map or globe in ArcGIS Desktop or ArcGIS Explorer Desktop by making a connection to the server directly by following the steps below:

  1. Open the Details page for the map service you want to work with and click the Map Contents link.
  2. Copy the first part of the URL of the Map Contents page, up to and including the word services, and delete the /rest part of the string so that it has this format: http://www.example.com/arcgis/services.
  3. Open the Add ArcGIS Server dialog box inside ArcCatalog and paste the string into the Server URL field. Within ArcGIS Explorer Desktop, open the Add Content dialog box and paste the string into the GIS Services field. You are now connected to the server.
  4. Browse to the map service you want to work with.
  5. You could also contact the owner of the server and let him or her know that this configuration issue needs to be fixed.
Source: http://help.arcgis.com