Use this when, after a Katapult import, the Utility Map looks empty, poles or spans are missing, the import seems hung, or UtilityScout does not show the job or its poles. Start by confirming you are looking at the same organization and team that ran the import, since large imports can take a while before status finishes.
Confirm the import and check the map
On Jobs Manager, find the job and read the Import Status column. Wait for large jobs to finish. Do not treat the Start Import click as done.
If Import Status shows an issue, read the error, confirm the Katapult API key validated, and confirm the configuration has an import trigger. Fix and retry the import.
When status succeeds, open the job with View on Map (or open Utility Map with that job selected).
Confirm the correct organization / team in the portal header. Wrong team can look like a missing job.
Zoom to the job area (Zoom to Graphics on the toolbar if available) and check toolbar Layers so poles and spans are visible.
If the web map has poles but UtilityScout does not: on UtilityScout open Utility Map → Job: dropdown → select the same job name. Stay online long enough for objects to download.
If the job is selected on the device but the map is empty, open Map Layers and clear filters that hide features. (Map Options is basemap / offline only.)
If the job list is empty on the device, ask an org admin to confirm the job is assigned to the fielder's team.
If something goes wrong
Web map also has zero objects after a reported successful import → escalate the same way.
Job never appears for the fielder after an admin confirms assignment → escalate.
Include the Utility Map job link, a screenshot of Import Status or the empty map, and note that this was the Katapult path. See What to send.
Note: Import Status stays failed or stuck far beyond a large-job wait → Create a ticket.
Next: confirm the imported job and its poles on the map. See Review what your crews captured.