Web

• Searchable knowledge base with link to online documentation Knowledge Base

• Has links for submitting issues, requesting new functionality or asking general questions

Email

• Dedicated email for software support support@woodlandsg.atlassian.net

Phone

• Call our dedicated MobileMap support line (720)712-4334

• If no one answers, please leave a detailed message

• Voice mail checked regularly during work hours, Monday - Friday, 8am- 5pm (PST)

Tips for Reporting Issues

When reaching out to our support team, please provide as many details as possible, including:

• Your name

• Preferred method of contact (e.g., email address, phone number)

• 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

• Description of the issue and the steps to recreate it

• Supporting files such as screenshots, videos or database backups

  • Screenshot of error messages, unexpected symbology, improperly sized forms, etc.

  • Video of unexpected application behavior or crash

  • Export files of data if there was an upload error (Actions > Back Up Database)

• MobileMap version (Actions > About MobileMap)

• The name of the Feature Service you are using (Actions > Select Feature Service)

  • This is especially important if your issue involves upload or download of features

  • If you are using InventoryManager, the name of the map (if there are multiple on your site)

• 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