Get support
If something is not working, or you are not sure which layer suits your data, we are happy to help. A few checks first will often answer the question, and the right details will get you a faster reply.
Before you contact us
The most common causes of a map that looks wrong are:
- Longitude and latitude are summed. Set them to Average in the field wells.
- A row fills in fields that belong to two layers. See Combine several layers in one map.
- The layer is switched off. Each data layer has a switch in Format pane > Data Layers > Data Layers.
- Shapes do not match your data. For shapes from a file or the built-in boundaries, check your Feature Reference values against the property you match on.
If you think you have found a bug, check the version you are running in Format pane > Icon Map Lite against the release notes. The problem may already be fixed in a newer version.
Contact support
| Route | Use it for |
|---|---|
| support@icon-map.com | Problems with the visual, licenses that do not apply, and questions about your maps |
| The support page on icon-map.com | The same, through the website. The Contact support link in the layer guide opens this page |
| sales@tekantis.com | Buying, licenses for a team or organization, and maps in environments Icon Map Lite does not support |
| Free getting started workshop | A live session where you build your first map with us |
If you find something in this documentation that is missing or out of date, tell us through the same support address.
What to include
The more of this you can send, the fewer questions we need to ask:
- The version number, from Format pane > Icon Map Lite, or from the start page of an empty visual.
- Where the report is open: Power BI Desktop (with its version) or the Power BI service.
- What you expected and what happened, with a screenshot of the map and of any message on it.
- The layer type and the fields in each field well.
- For license problems: the page the visual shows, and whether a license is assigned to you in the Microsoft 365 admin center.
When a layer draws nothing, add a screenshot of Your data in the Layer Manager, which shows how many rows the visual received, the fields in it, whether every row is drawn and any notes from the map. A screenshot of the layer's own explanation in the Layer Manager also helps.
A copy of the report with a small sample of data, where you can share one, is the quickest way for us to see the problem. Uploaded files and custom basemaps are stored in the report, so a copy includes them.