Support and FAQ

These are some troubleshooting tips you may find useful.

Large datasets

If I try to export a large dataset, I get an error or the process takes forever

If your project area contains a lot of data (many features, or features with a complex geometry), there might be problems when exporting or updating the project.

To solve this issue:

  • Simplify the features or

  • Divide the data into smaller sets, creating multiple layers, and upload them separately

Long processes

Calculations take a long time and I don’t know how long the process will take

Processing requests to Pathfinder might take some time depending on the data size and options chosen. Our server infrastructure scales automatically to accommodate more requests, but there might be some waiting time. Currently, we don’t have a mechanism to estimate the processing time.

ArcGIS closes while data was uploading to Pathfinder

If the ArcGIS program crashes or closes during a data upload process, the uploading will be interrupted. The data layer may have been correctly created in Pathfinder, but it will appear as not included in the add-in project panel. If you try again to include it in the project, the following message will appear.


To fix this, the layer must be manually removed from the Pathfinder web project and from your Pathfinder web datasets.

Changes in Pathfinder Web

Can I change my project in Pathfinder Web?

After you export your ArcGIS Pro data to Pathfinder, you can access the exported project in the Pathfinder Web application using the same user credentials.

In principle, you can perform any changes to the project in the web application. However, if you do so, the ArcGIS Pro and the Pathfinder Web settings will not be synchronized any more:

  • Until you perform an Update from the ArcGIS Pro add-in, the Pathfinder Web settings will be applied to any calculation.

  • When you perform an Update from ArcGIS Pro, the Pathfinder Web settings will be overwritten.

Recommended uses of Pathfinder Web for ArcGIS Pro addin users:

  • Use analytics and reporting tools.

  • Set parameters not available in the addin, like category groups and their weights. Be aware that some parameters may be overwritten if you apply again changes from the add-in.

  • Use the 3D View for presentations. You can also use a 3D Map in ArcGIS.

  • Continue working with a project if the original ArcGIS Pro document is lost.

Non-recommended changes in Pathfinder Web to keep the consistency with the ArcGIS Pro add-in.

  • Add or remove layers.

  • Change the layer rings or resistance parameters.

Deleting the Pathfinder project

If I use Project/Delete, will I lose my data and results?

If you don’t need to perform any more calculations, or want to start another project from scratch, you can just delete the current Pathfinder project.

This operation will not change you ArcGIS Pro document. The results you previously calculated will stay in your local disk results folder and the ArcGIS map.

Debugging errors

I’m having errors/issues. How can I explain to you what is happening?

You can email your Gilytics account manager, contact Gilytics via our web site or use the online chat in Pathfinder Web.

This information will be useful for us to help you:

  • Which version of the addin you are using.

  • A screen capture or (even better) a video showing how the error happens.

Disclaimer: the scenarios depicted in this manual do not represent actual customer projects or infrastructure proposals, and are presented for demonstration purposes only.

For more help, please contact Gilytics.