Phone
Call our dedicated MobileMap support line +1 503-290-0542
If no one answers, please leave a detailed message
Voice mail checked regularly during work hours, Monday - Friday, 8am- 5pm (PST)
Email
Dedicated email for software sales and support software@masonbruce.comsupport support@masonbruce.atlassian.net
Web
Searchable knowledge base
Link to online documentation
Web based service desk for submitting issues, requesting new functionality or asking general questions
https://masonbruce.atlassian.net/servicedesk/customer/portal
Note: When reaching out to our support team, please provide as many details as possible, including:
MobileMap version (Actions > About MobileMap)
Category of issue - what type of issue is it:
Device issue (e.g., GPS not working, screen turning off)
Base map data issue (e.g., imagery not showing or poor resolution)
Map display issue (e.g., labels not working, shapefile won't display)
Collection (e.g., unable to collect features, attribute field missing or read only)
Editing (e.g., unable to edit polygon geometry, unable to update attribute field)
Sync (e.g., errors when uploading or downloading)
Documentation issue (e.g., missing or inaccurate documentation on a feature)
Scale of the issue - how many users or devices are affected?
One device
Multiple devices
All devices in my organization
Severity of the issue:
Critical - application crashes or causes loss of data
Major - loss of significant functionality, no workaround
Normal - moss of functionality, workaround exists
Minor - minor loss of functionality or cosmetic issue
Immediate - ASAP
Next business day
In the next week
In the next month
In the next release
Your name, email address
Your organization (company, agency, university, organization)
If you are a contractor who is provided with a tablet, MobileMap license or ArcGIS username by the client you work for, please provide your client’s organization name