Troubleshoot Maps Connector for ArcGIS

Use this guide if you're having trouble with the Maps Connector for ArcGIS.

Please note with the Enhanced User Experience for desktop introduced in SF Maps Summer '24 (SF Maps v250) release and becoming the default user experience in the Spring '25 release (SF Maps v254), there are important differences between the legacy ArcGIS experience and the new experience. Some limitations and troubleshooting may no longer apply to the new experience on desktop, however, the mobile experience is still using the legacy experience and limitations still apply. For example, certain layers may plot in the new desktop experience but may not plot or appear the same in the mobile experience. To use layers in the mobile experience the legacy configuration of using remote sites is required.

This article helps you troubleshoot common issues with the Salesforce Maps Connector for ArcGIS, including problems adding web maps, viewing ArcGIS Online data, missing layers, permissions and authentication, slow load times, and symbol or positioning mismatches.

Web Map & Layer Visibility Issues

I can't add an ArcGIS Online web map

Make sure you are assigned to a permission group with the "Enable ArcGIS" permission.

I can't see my ArcGIS Online data

Check the ArcGIS web map URL. Work with your Salesforce admin or GIS admin (GIS = Geographic Information System) to make sure the ArcGIS Online Web Map layer references the correct ArcGIS Online web map URL.
Make sure that the layer type being used is supported. Please see this article for a full list.
Check ArcGIS Online permissions. Work with your GIS admin to ensure you have Organization or Group ArcGIS Online sharing permissions to view both the web maps and individual layers.
Enable HTTPS only in ArcGIS Online. Salesforce security requires HTTPS when referencing outside data sources, like ArcGIS Online web maps. If you don't see any data, check your browser console — you'll know you have this HTTPS-only issue if you see HTTPS or CORS errors there. Work with your GIS admin to enable HTTPS through the ArcGIS Online Security Settings. Be careful about enabling HTTPS only if you integrate ArcGIS Online with other systems that don't support HTTPS — talk with your IT team or GIS admin first.

I only see the default ESRI Topo Basemap

Today, only the topo basemap is supported.

I see some layers in my web map, but not all of them, and some layers don't show up when I toggle them on and off

The connector displays points, lines, and shapes from supported layers within an ArcGIS web map.
You may not have permissions to view a particular layer within that web map. Work with your GIS admin to get access — they likely need to grant you access to that specific layer.

I only see partial data

The connector displays points, lines, and shapes. It does not display heat maps. If your dataset is very large, you may need to adjust the maximum record count.

My symbols and colors are not the same in Salesforce Maps as in ArcGIS

The connector does its best to maintain the color and shape of symbols from ArcGIS, but it isn't perfect. We're continuously improving the match between ArcGIS and Salesforce Maps symbols.

My data isn't where I expect to see it on the map

Work with your GIS admin and think about your datum and projection. Your latitude and longitude values could be missing a negative sign for the western or southern hemispheres.

Permissions & Authentication Issues

I get insufficient privileges in Salesforce

Check with your Salesforce admin to make sure you have privileges to all necessary Salesforce Maps, Connector for ArcGIS, Apex classes, Visualforce pages, fields, and objects.

I get insufficient privileges in ArcGIS Online

Check with your GIS admin or ESRI support to make sure you have the correct username, password, and permission in ArcGIS Online.

Salesforce Maps won't accept my ArcGIS Online username and password

Check with your GIS admin or ESRI support to make sure you have the correct username, password, and permission in ArcGIS Online. Private or restrictive layers are treated as interoperable — Salesforce Maps lets you integrate them, but can't troubleshoot authentication beyond surfacing the ArcGIS Portal login page.

Performance & Search Issues

Loading my ArcGIS Web Map layer takes too long

You are likely loading a very large data set. Work with your GIS admin to filter the dataset or break it into smaller parts.

The data takes a really long time to load

The connector loads data directly from ArcGIS Online. Loading a very large web map or individual layer — above 15 MB or 10,000 vertices (individual points) — could take considerable time. Work with your GIS admin to filter the data or reduce the number of layers per web map, and consider adjusting the maximum record count.

I can't search for data in my ArcGIS data

This is currently not supported.