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

Walk-in Office Hours:
Tuesday thru Thursday
8:00 am - 4:30 pm

Monday, Friday - by appt only

Call Support Hours:
Monday thru Friday
8:00 am - 4:30 pm

KGIS Office Staff

Application Issues (Public)

Date: 8/21/2025 8:30:00 AM Application: KGIS Maps Issue #: 778
Assigned To: Jimmy Brink Status: New Issue
Details: In KGIS Maps, the Gray Base cache, when viewed at 1:1200, seems to have some inconsistencies in the labeling of house numbers... For instance, 0 house numbers display at this scale, but not at any other. Also, it seems as though POIs are incorrectly overwriting house numbers, whereas house numbers should probably take precedence
Resolution:
Details
Date: 8/6/2025 9:27:00 AM Application: Voting Search Issue #: 776
Assigned To: Bryan Lynn Status: Resolved
Details: The Voting Location Search module Map City Council tool does not seem to be working...The map does nothing when selected (see 3609 KRANBROOK LN). The point based searches seem to work, but none of the polygon based searches are working. Tested on home and work pc (Google Chrome)
Resolution: Underlying map service was renamed on the backend. Updated the map service reference.
Details
Date: 8/1/2025 12:38:00 PM Application: KGIS Maps Issue #: 775
Assigned To: Jimmy Brink Status: New Issue
Details: The line spacing between multiple line labels needs adjustment for some POI features in the Neighborhoods Map and Base Map caches (see Cal Johnson Mural for example). It should have a spacing similar to what is displayed on the Parks cache
Resolution:
Details
Date: 6/27/2025 12:35:00 PM Application: KGIS Maps Issue #: 774
Assigned To: Jimmy Brink Status: New Issue
Details: The Parks map cache displayed in KGIS Maps showing a point feature labeled as KBT1 and KBT2 in the Keller Bend Park 2 area. However, the legend does not present anything that looks like the point symbology displayed on the map. Does the Legend need to be updated for this cached map?
Resolution:
Details
Date: 6/23/2025 2:25:00 PM Application: KGIS Owner Card Issue #: 773
Assigned To: Bryan Lynn Status: New Issue
Details: The URL hyperlink for the plat reference on the Owner Card for parcel 078IB026 returns an obscure "Invalid Token" message that does not provide adequate information to the end user about next course of action. The message says "The token value no longer matches this request. If this link came from an Owner Card Report, try generating a new report to get an updated token"
Resolution:
Details
Date: 6/23/2025 11:13:00 AM Application: KGIS Mobile Maps Issue #: 772
Assigned To: Jimmy Brink Status: New Issue
Details: The initial Home tab of Mobile Maps (and other publicly available apps such as Neighborhoods, etc.) does not have adequate links to the Help documents, nor any information (links) to KGIS's disclaimers. It is important to have Disclaimer links easily accessible and visible to especially public apps.
Resolution:
Details
Date: 6/17/2025 8:26:00 AM Application: Owner Card Issue #: 771
Assigned To: Bryan Lynn Status: New Issue
Details: In Owner Card for parcel 103DA086, the URL hyperlink to instrument number 20250610 0065206 returns FILE NOT FOUND error, even though that document is searchable via the Trustees instrument search website.
Resolution:
Details
Date: 6/4/2025 11:40:00 AM Application: KGIS Maps Issue #: 770
Assigned To: Bryan Lynn Status: Resolved
Details: The topographic map theme in KGIS Maps needs to be adjusted to display the stream labels from HYDRO_Line_KNO_2d featureclass...(see Soap Dam Creek area for example)
Resolution: Updated data source on the label layers
Details
Date: 5/22/2025 7:49:00 AM Application: KGIS Maps Issue #: 769
Assigned To: Jimmy Brink Status: New Issue
Details: POI labels in some cases of the Standard base map are way too small to read...I'm not sure when this change took place, but I'm almost certain that it wasn't always like this. Needs some adjustments...otherwise, almost non-legible. See example location URL
Resolution:
Details
Date: 5/1/2025 12:29:00 PM Application: KGIS Maps Issue #: 767
Assigned To: Jimmy Brink Status: New Issue
Details: The Standard Base Map cache in KGIS Maps seems to be highlighting both two different water polygon featureclasses...is this by design? See 935 Dora Rose Ln (with light blue shading) vs. 11608 Lanesborough Way (which shows darker blue shading).
Resolution:
Details
Date: 3/18/2025 11:51:00 AM Application: KGIS Maps Issue #: 764
Assigned To: Bryan Lynn Status: Resolved
Details: The Launch....Historical Maps tool does not seem to be working in KGIS Maps...When one clicks on it, nothing happens...other options in the pulldown list seem to work ok.
Resolution: Clearing out the users Browser Cache history resolved the problem.
Details
Date: 2/21/2025 9:36:00 AM Application: KGIS Maps Issue #: 761
Assigned To: Bryan Lynn Status: Resolved
Details: The historical points of interest labeling on the Neighborhoods map cache (via KGIS Maps) is now too small to read. See 2736 E Magnolia Ave for example. I'm not sure how this got adjusted to such a small label.
Resolution: Labels were set for font reduction to handle conflicts. I removed the font reduction option. This will cause some labels to not show at all but what does show will be legible.
Details
Date: 2/6/2025 12:26:00 PM Application: KGIS Maps Issue #: 759
Assigned To: Bryan Lynn Status: Resolved
Details: The Launch tool in KGIS Maps should be updated to include Historical Maps
Resolution: Added the button and functionality to KGIS Maps
Details
Date: 2/4/2025 3:10:00 PM Application: KGIS Maps Issue #: 758
Assigned To: Bryan Lynn Status: Resolved
Details: The Launch Into options for all of KGIS's apps should be updated to include Historical Maps.
Resolution: Added Historical Maps to the Launch Tool json file.
Details
Date: 2/3/2025 9:11:00 AM Application: Mobile Maps Issue #: 757
Assigned To: Jimmy Brink Status: New Issue
Details: In Mobile Maps, the Share ....Copy Link does not seem to produce a valid URL... When opening the app, then switching to Parks Map base, then initiating the Share command...Copy Link, it produces the below URL. This is tested outside of the network.
Resolution:
Details
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