Technical Support for InstantAtlas

 – Please note that this post does not apply to technical support of the InstantAtlas Desktop software or to international customers. – 

From 1st July 2022 we are changing the way that we interact with InstantAtlas customers in the provision of Technical Support. Support for InstantAtlas will be provided through the Esri UK Technical Support helpdesk, which brings our support service for InstantAtlas in line with that of all other Esri UK products and services. This will replace the use of the email address and should be used for all issues with the software, data and websites provided by Esri UK, including feature requests.

Authorised Callers

To log a support case via My Esri or the over phone, you will need to be an Authorised Caller. An Authorised Caller is a designated individual who may contact Esri UK online or by telephone to request Support. Your My Esri Administrator has the ability to manage your organisation’s allocation of Authorised Callers.

Your Authorised Callers must be prepared to provide your Esri customer number and as much information as possible regarding the issue being reported, such as the version of the software and operating system affected, steps to reproduce the problem, and the exact text of any error messages.

The Esri UK Technical Support Team handle cases for many different software products, so please be as specific as you can when raising your question or issue. Please provide links and screenshots where appropriate.

Submitting Cases Online using My Esri

My Esri is a single location online where you can manage all aspects of your relationship with Esri UK. My Esri consolidates your organization’s information into a single experience, including data from Support, Customer Service, Events, and Training. My Esri also contains software downloads and authorisation numbers necessary for you to install and activate Esri products (note: not necessary for InstantAtlas).

My Esri – Signing in and Navigating to the Support Page

You can sign in to My Esri by visiting You can use your existing Esri Account to sign in. If you do not already have an account, you can create one from the Sign In page in My Esri by clicking on Create a Public Account.

Steps for navigating to the Support page:

Step 1: Click on the tab My Organizations located at the top of My Esri page.

Step 2: Ensure your organization (customer number) in the dropdown menu located in the upper right corner of My Esri page is selected.

Step 3: Click on the subtab Support at the top of My Esri page.

Step 4: Navigate to the various Support pages by clicking on the Support menu items located on the left of My Esri page: Support Overview, Recent Activity, Request Case, Manage System Profiles, Cases, Bugs, Hot Fixes, Authorized Callers.

My Esri – Request Case

Please ensure that each issue is logged as a separate case and avoid adding multiple questions together in one case.

Steps for submitting a case:

Step 1: Navigate to the Support page (see My Esri – Signing in and navigating to the Support page).

Step 2: Click Request Case. The steps below apply if the ‘By describing your product’ option is selected.

Step 3: Select ‘More products’ from the Product Category menu.

Step 4: Select ‘Other’ from the Product Sub-Category menu.

Step 5: Select the appropriate Product. The table below provides some examples to guide you.


Product in My Esri When to use Example
InstantAtlas Data Observatory


A general issue relating to the observatory solution, including the front-end website Why is the text I have added in WordPress not displayed in the website?
National Data Service


An issue specifically related to the data in the National Data Service and how this displays in the reports and apps Why are the latest population estimates not showing for the wards in my area?
InstantAtlas Data Explorer


An issue specifically relating to the functionality of the Explorer apps embedded in the observatory website Why am I unable to locate the data I am searching for using the Data Explorer?
InstantAtlas Report Builder


An issue specifically relating to the use of the Report Builder app to create your own reports Why when I add a bar chart widget to my report does it not show the correct data?
InstantAtlas Dashboard Builder


An issue specifically relating to the use of Dashboard Builder app to create your own dashboards Why am I unable to connect my CSV data source to my data layer?
InstantAtlas Data Catalog


An issue specifically relating to any of the tools belonging to the Data Catalog app Why am I unable to find my hosted catalog in the Data Catalog Manager tool?


Step 6: Select ‘N/A’ in the Version, Operating System, and Operating System Version menus.

Step 7: Click Next to enter the issues details, then click Next to fill in the addition contact information.

Step 8: On the request summary screen click Send Request.

Submitting Cases by Phone

When submitting new cases to Esri over the phone, your Authorised Callers are prompted to provide the following before being routed to the appropriately-skilled Support analyst:

  • customer number
  • the Esri product associated with the issue (please see table above)
  • a brief description of the issue

Authorised Callers are validated for submitting a new case upon providing their customer number. When calling back to discuss an existing case, the caller is prompted for the customer number and case number.

Phone number: +44 (0)1296 745 555

Available Monday to Friday, 9:00 to 17:30 excluding Public Holidays (England)


The only exceptions to the process described above are:

  • International InstantAtlas customers – customers based outside of the UK & Ireland should submit support cases using
  • InstantAtlas Desktop customers – irrespective of their location, customers of InstantAtlas Desktop should submit support cases using

IA Report Builder 2.4.0 – 30 June 2022 Release Notes


In version 2.4.0 of Report Builder we have continued to improve the behaviour of the chart widgets, following an upgrade of the charting library in the 2.3.0 update. We have also made changes to how Report Builder works with ArcGIS Enterprise as the data, storage and authentication platform instead of ArcGIS Online.

New features

Ability to add fixed lines and zones to bar and line charts

Bar and Line charts can now show fixed lines or zones additionally to the displayed indicator(s). You can add up to 4 lines and up to 4 zones to the chart. Each line has it’s own fixed value, label, colour, width and style. For each zone, the start and end value, label, colour and opacity can be defined. Lines and zones can be added to either the x or the y axis allowing for a wide rage of use cases.

Ability to add Mean and/or Median lines to bar charts

You can chose to display the mean and/or median line either superimposed over or behind the bars of your bar chart. The label, line style and colour can be adjusted.

Export/print options for web map widgets

The simple version of exporting a web map widget is by enabling the Export Snapshot Button which will appear at the bottom right of the map. It takes a simple screenshot of the map widget and saves it to your browse’s downloads folder.

The more advanced Print Button allows the user to print the web map into different file formats, providing a range of options for size and layout.

Both these export options are mutually exclusive, meaning the Export Snapshot Button will only show if the Print Button setting is toggled off. Please note that the Print Button is not available for 3D maps.

Ability to access protected ArcGIS Enterprise feature service URLs

Series Type of Pie Charts simplified

The setting Series Type for Pie Charts has been removed as it caused confusion. The rules now are:

  • include all areas = true => one “pie” per indicator and each segment corresponds to a feature
  • include all areas = false => one “pie” per feature (i.e. if you use show comparisons = true) and each segment corresponds to an indicator

Further enhancements

  • You can now use the Configure App button within ArcGIS Online to open the edit version of the report.
  • There is now an option to open the metadata pop-up when selecting indicators for text widgets.
  • It is now possible to configure if comparison bars are displayed at the right of all other bars or included in the core feature bar sorting.

Key bug fixes

  • Bar charts showing counts per value for a lower level comparison geography (for example the deprivation charts in our standard National Data Service reports) no longer show the x-axis labels in random order.
  • Bar charts showing one indicator for all areas can again display comparison values as horizontal lines.
  • It is again possible to create a pie chart showing only one percentage indicator value and filling the remaining pie to 100%.
  • Metadata pop-ups in the data selection dialogs as well as in the table now hide empty fields.
  • Time Series Table: Metadata icons are no longer hidden when group-rows-by-indicator is active.
  • Charts are no longer cut off at the bottom if Title Position is set to title-bar.
  • Width and Height settings of widgets are now rounded to full numbers when resizing the widget by dragging the handlers.
  • All infographic widgets now have setting to enable and disable comparison features.
  • Indicator search option within the widget’s Data & Settings dialog is working reliably even for indicators with special characters or multiple whitespaces in the indicator name.

We hope you will enjoy this new release of Report Builder!

If you have any questions relating to this release please contact Esri UK Technical Support. Customers outside of the UK and Ireland please email