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: 11/17/2025 12:25:00 PM Application: Historical Viewer Issue #: 797
Assigned To: Jimmy Brink Status: New Issue
Details: The print map tool in the Historical Viewer creates an output pdf that is all BLACK.
Resolution:
Details
Date: 11/17/2025 12:02:00 PM Application: Neighborhoods Viewer Issue #: 796
Assigned To: Jimmy Brink Status: New Issue
Details: The Business Groups layer returns an error Loading Map Services message upon initiation of the Neighborhood Groups View (public access).
Resolution:
Details
Date: 11/17/2025 7:20:00 AM Application: KGIS Maps Issue #: 794
Assigned To: Bryan Lynn Status: New Issue
Details: The map produced by the Print button in KGIS Maps does not display any addresses for a couple of themes: Topographic, Topo Historical 2016. All other themes seem to be working ok
Resolution:
Details
Date: 11/11/2025 10:38:00 AM Application: KGIS Maps Issue #: 793
Assigned To: Jimmy Brink Status: New Issue
Details: The Topographic map cache has a gridded overlay when Zoomed in close at 1:600 but only for certain areas. (see URL). See area near Hilltop Rd and Woodson Dr intersection.
Resolution:
Details
Date: 11/11/2025 7:37:00 AM Application: KGIS Maps Issue #: 792
Assigned To: Jimmy Brink Status: New Issue
Details: NOTE: Minor issue, ...but the Print Map output for the Neighborhoods Map Theme does not display the Annotation (subdivision names) from the Ward Map. This is most likely same issue we had yesterday with City Wards. Cache itself still displays the anno, but that is probably due to its being a snapshot from last week.
Resolution:
Details
Date: 11/10/2025 7:29:00 AM Application: Planning Cases Issue #: 791
Assigned To: Jimmy Brink Status: New Issue
Details: In Planning Cases (and I presume all GeoCortex apps), when displaying City Wards base map, the print map operation does not display any City Ward information, such as block numbers.
Resolution:
Details
Date: 11/10/2025 7:13:00 AM Application: KGIS Maps Issue #: 790
Assigned To: Bryan Lynn Status: New Issue
Details: In KGIS Maps, the Print Map operation for City Wards does not show any of the annotation. This happens at all zoom scales.
Resolution:
Details
Date: 11/4/2025 7:40:00 AM Application: Voting Location Search Issue #: 789
Assigned To: Bryan Lynn Status: Resolved
Details: In the Voting Location Search, the Maps options...display City Council map (along with each of the other maps) tool returns the error message "Error getting requested district"
Resolution: Something changed in the backend data and the district values are now string and not numbers. Had to modify the query statement.
Details
Date: 10/3/2025 2:45:00 PM Application: Voting Search Issue #: 788
Assigned To: Bryan Lynn Status: Resolved
Details: In the Voting Search results, the various URL links to the School Board County Commission and City Council districts have some problems. See 821 Station View RD. It seems as though the urls for each commissioner is not consistent.
Resolution: Various IT departments have changed the links to the individual representatives. I have removed them and just routed users to the main commission page.
Details
Date: 9/24/2025 12:21:00 PM Application: KGIS Maps Issue #: 787
Assigned To: Jimmy Brink Status: New Issue
Details: The Print MXD for the Parks theme renders the Athletic Fields with no opacity...the print MXD needs to be adjusted to match more closely with what the Parks Map cache displays. print was done at 1:4800 scale
Resolution:
Details
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
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