Where: web portal map-file import and Utility Map, then UtilityScout, on the phone.
When you finish: you know whether the import finished, whether every type was mapped, and why the phone does not show the poles.
What you see
After a KML or KMZ import the 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.
The most common cause is an unmapped type. A Map Types step with types left unmapped produces a successful import with the wrong templates, or none that look like poles. See Bring your map file in as a job.
Fix it
If the wizard still shows Waiting for Import..., wait; large files take time. Do not close the wizard mid-run.
If it shows Import failed, read the error, check the Map Types mapping, fix the file, retry.
On Import completed successfully, click View on Map. Confirm the organization and team in the header.
Zoom to the job area and check Layers.
Web has poles but the phone does not: in UtilityScout pick the same job in the Job drop-down and stay online while objects download.
Phone map empty with the job selected: open Map Layers and clear filters. Job list empty: an Org Admin confirms team assignment.
If that did not work
Tell us: the Utility Map job link; a screenshot of the import result or the empty map; that this was the KML or KMZ path. Send it from Get help from Cloneable. Escalate when the web map has zero objects after Import completed successfully, or the import stays stuck far beyond a large-file wait.
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