Use this when, after a KML or KMZ import, the Utility Map looks empty, poles or spans are missing, the wizard still shows Waiting for Import, or UtilityScout does not show the job or its poles. Confirm you are in the same organization and team that ran the import; large files can take a while, and a wrong Map Types mapping can produce a "successful" import with the wrong templates, or none that look like poles.
Confirm the import and check the map
If the KML import still shows Waiting for Import..., wait for large files. Do not close the wizard mid-run. If you see Import failed, read the error, confirm Map Types mapping, fix the file, and retry.
When you see Import completed successfully, click View on Map (or open Utility Map with that job selected). Confirm the correct organization / team in the portal header.
Zoom to the job area (Zoom to Graphics 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: → select the same job name. Stay online long enough for objects to download.
If the job is selected but the device map is empty, open Map Layers and clear filters. If the job list is empty, ask an org admin to confirm team assignment.
Note: Map Options is basemap / offline only. Unmapped Map Types are a common reason the map looks empty after a toast that seemed fine.
If something goes wrong
Web map also has zero objects after Import completed successfully → 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 the import result or empty map, and note that this was the KML / KMZ path. See What to send.
Note: Import stays failed or stuck far beyond a large-file wait → Create a ticket.
Next: review the imported job on the map. See Review what your crews captured.