Support

KGIS Support & Office Hours

Call 865.215.2641 for technical support, or to request map or digital products.

Phone Support Hours are from 8:00 am to 4:30 pm Monday thru Friday

Website Maintenance Schedule

KGIS is committed to ensuring reliable functionality of this website.  In order to meet this objective, we regularly conduct maintenance updates and enhancements to the system.  These activities may require our site, services and map viewing applications to be completely or partially unavailable for scheduled periods of time.

Schedule maintenance, when required, usually occurs during the following periods: 

  • Tuesday evenings between 6:00 and 10:00 PM
  • Sundays between 8:00 AM and 8:00 PM

A notification is posted on our home page when a maintenance or enhancement event is planned.

Frequently Asked Questions & Troubleshooting

Occasionally, websites may not display or function as expected.  When this happens, clearing out your internet browser's cache will usually fix the problem.  The cache stores information about websites you visit so they can load more quickly in the future.  As website content changes, browsers may not always correctly replace cached information with the latest versions. Another option is to force a "hard refresh" of just that particular web page (and related settings) on which you are visiting. (In Windows broswers, just hold down the Ctrl + F5 buttons...click here for more info) 

Office Hours

Call Support Hours:
Monday thru Friday
8:00 a.m. - 4:30 p.m.

KGIS Office Staff

Application Issues (Public)

Date: 3/28/2024 11:52:00 AM Application: KGIS Maps Issue #: 720
Assigned To: Jimmy Brink Status: New Issue
Details: The Neighborhoods cache (and also Topography) labels for POI Shopping Centers needs adjustment...overlapping between multiple lines...see Crown Point Plaza as example area). Adjustments in the leading line spacing. All zoom levels need review
Resolution:
Details
Date: 3/5/2024 4:28:00 PM Application: City Parks Viewer Issue #: 717
Assigned To: Jimmy Brink Status: New Issue
Details: The City Parks Viewer app (and Mobile Maps) issues a "failed to initialize" message upon attempt to launch the application. https://www.kgis.org/maps/Parks.html?
Resolution:
Details
Date: 2/23/2024 11:52:00 AM Application: KGIS Maps Issue #: 716
Assigned To: Bryan Lynn Status: New Issue
Details: The Get Full Parcel Details results pane returns blank values for both Ward and District when searching on address 1815 Murray Dr. The Parcel Map and Details Report shows the same problem. However, Owner Card correctly displays Ward 40
Resolution:
Details
Date: 2/23/2024 11:21:00 AM Application: Property Map and Details Issue #: 715
Assigned To: Bryan Lynn Status: New Issue
Details: The Ward value on the Property Map and Details Report for Address 646 Lester Rd displays as BLANK, but shouldn't it instead be populated with the same value as the PARCEL to which this address is assigned. Compare with PMaD for 733 Lester Rd. (also compare with PMaD for parcel 096 004)
Resolution:
Details
Date: 2/23/2024 10:45:00 AM Application: KGIS Maps Issue #: 714
Assigned To: Jimmy Brink Status: New Issue
Details: in KGIS Maps, the address label for 10711 Mountain Rd displays in the Existing Landuse map cache theme, but does NOT display in any other map. Why is that?
Resolution:
Details
Date: 2/19/2024 2:46:00 PM Application: KGIS Maps Issue #: 713
Assigned To: Bryan Lynn Status: Resolved
Details: In KGIS Maps, Address Search of 8553 Kingston Pike does Not return a direct hit (since there isn't one). However, the user is NOT prompted that an address was NOT found, nor is the returned set of records (20 pages worth) anywhere close to the 8000 range. Results should ideally at least be in the range of what was entered by the user.
Resolution: This is a known issue with the locators used in KGIS Maps. They return too many addresses for the system to process. For example, 8553 Kingston Pike results in more than 500 potential matches, which is the threshold for locator results. If that address is not in the result set you will not be able to find it. We need to move to the new locators.
Details
Date: 2/19/2024 10:57:00 AM Application: KGIS Maps Issue #: 712
Assigned To: Jimmy Brink Status: Resolved
Details: The Traffic Count information on the Traffic Counts map theme of KGIS Maps does not seem to have the most recent data (as compared to the TPO Traffic Counts map). See Boyd Bridge traffic count as an example.
Resolution: Updated the mxd to show the 2022 data and republished it.
Details
Date: 2/16/2024 12:07:00 PM Application: KGIS Maps Issue #: 711
Assigned To: Bryan Lynn Status: New Issue
Details: KGIS Maps Launch Into...Mobile Maps functionality does not zoom to the correct location. When zoomed to St Paul Methodist (see URL link), the launced Mobile Maps is instead zoomed several miles away. All other Geocortex apps seem to work ok....problem is just with Mobile Maps.
Resolution:
Details
Date: 1/24/2024 2:53:00 PM Application: Property Map Details Report Issue #: 710
Assigned To: Bryan Lynn Status: New Issue
Details: When searching on a particular parcel via KGIS Search Parcel, multiple records are returned when there are more than one address assoc with a parcel (eg 060 073). However, when clicking on PMaD report for 1911 Harris Rd, the PMaD report shows site address of 1909..Why not 1911 since that was the one clicked on?
Resolution:
Details
Date: 1/19/2024 1:35:00 PM Application: Tree Canopy Assessment Issue #: 708
Assigned To: Jimmy Brink Status: New Issue
Details: The overlapping layer name text issues is still happening in the Tree Canopy Assessment app. Viewed via Chrome. Clicked on the layer grouping of UTC Land Cover and the layers below that display the jarbled text
Resolution:
Details
Date: 1/5/2024 11:13:00 AM Application: KGIS Maps Issue #: 704
Assigned To: Bryan Lynn Status: New Issue
Details: The Address Search in KGIS Maps should get a direct hit whenever keying in a Unit number WITHOUT having to know whether it is a UNIT or SUITE or BUILDING etc. Example: 3508 Maryville Pike #F
Resolution:
Details
Date: 11/7/2023 1:38:00 PM Application: KGIS Maps Issue #: 699
Assigned To: Bryan Lynn Status: Resolved
Details: The TCA Zone theme in KGIS Maps should display an icon for the REC CENTERS. For instance, at Hillbrook Christian Camp Rec Center (8620 Harold Duncan Way) the zone displays, but there is no Icon of the Rec Center itself.
Resolution: I republished the service. There must have been a filter set the last time we published because the map was only showing Boys and Girls Clubs
Details
Date: 11/7/2023 6:49:00 AM Application: Voting Search Issue #: 698
Assigned To: Bryan Lynn Status: Resolved
Details: The Results pane listing of the at large City Council members are all hyperlinked to a URL whose page is not found.
Resolution: The City changed the page names for the individual council member pages. We set all the values to NULL and simply redirect everyone back to the main City Council Members page.
Details
Date: 9/26/2023 4:32:00 PM Application: KGIS Maps Issue #: 697
Assigned To: Jimmy Brink Status: Resolved
Details: KGIS Maps Print of the Parks Map Cache does not correctly render the Access icon (which resembles a small car). Print was tested from 1:2400 scale
Resolution: I had to reload the fonts on my computer and re-symbolize the layer and then republish for it to work.
Details
Date: 8/11/2023 1:54:00 PM Application: KGIS Maps Issue #: 693
Assigned To: Bryan Lynn Status: Resolved
Details: Historic Aerials - 2014 Aerial in KGIS Maps not displayed in pdf created using the Print Map tool.
Resolution: The original 2014 aerial was part of a regional cached map service. I removed the cached map and wired in the 2014 aerial image service.
Details
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