Have you ever suspected that there might be a service disruption with ArcGIS Online or one of the services provided by Esri? Perhaps you can’t add a layer to your web map, or you’re receiving errors when trying to access the REST endpoint or item page of a service? Although service disruptions are rare, this article will provide you with some resources to easily report a problem and get in contact with us to troubleshoot, ask questions and get things working again.
ArcGIS Online is Software as a Service and is designed to be available always. In the rare event that you notice one of the services hosted in the Esri Cloud is not responding, not loading, or providing error messages and you suspect it may be caused by the underlying architecture, please report this as a potential service disruption. Many services are covered under the ArcGIS Online Service Level Agreement (SLA) and have guaranteed uptime. Whether it’s covered by the SLA or not, if you suspect there are issues with any Esri service, it’s important to report the problem.
The ArcGIS Online Health Dashboard is the best resource for determining whether ArcGIS Online is experiencing any known issues, including historical incidents in the past 28 days.
If you think you are encountering a service disruption, please report it to Esri Technical Support! You can report a service disruption at the link above by either calling the Support number, starting a Chat or clicking the ‘Request a Case’ link to create a case via a webform. If you select ‘Request a Case’, be sure to select ‘ArcGIS Online Outage’ under the Issue Category section (during Step 2 in the webform) so that your case is correctly flagged as a potential service disruption.
Note: If you receive an error message trying to create a case via Chat or Request a Case, you can report a service disruption without authorized caller credentials by using the Report ArcGIS Online Service Disruption tool. Just follow the steps below:
Once an issue is reported, Tech Support will first attempt to determine the nature of the issue: whether it appears to be an issue with the Esri-maintained infrastructure or services, or an issue specific to the customer’s data, workflow, organization settings, etc. If the issue is determined to be isolated to a customer’s data, workflow, organization settings, etc., Tech Support will continue to troubleshoot the issue to resolution. If the issue is determined to be a service disruption with Esri maintained infrastructure or services, it will be reported to the ArcGIS Online Operations team for resolution.
Note: The Report ArcGIS Online Service Disruption reporting link listed above is only used for service disruptions. If it is determined that a reported issue is due to another factor (such as network connectivity, data, or browsers) and not a service disruption, you will be redirected to the appropriate resource (your International Distributor, the authorized caller for your organization, GeoNet, etc.).
Although it is not your responsibility as the customer to isolate any issue before calling Tech Support, we know that some of you are technical and detail-oriented, and love digging into service requests. Here are some of the questions Tech Support will typically use to identify the source of service issues reported to us:
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