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2013

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Esri is committed to providing the best possible support for our products. Periodically, it is necessary to deprecate specific functionalities and/or platforms to continue delivering optimal support to our users for the remaining Esri software products.

 

Please be aware that after December 31, 2013, ArcGIS 9.3 and ArcGIS 9.3.1 (for Desktop and Server) and their extensions will be officially retired. ArcGIS 10.0 will be moved to its Mature Support phase, and 10.1 will move to Extended Support.

 

What does this mean for users who have ArcGIS 9.3 and 9.3.1 products?

 

Software Support

  • No new patches or hotfixes will be available.
  • Esri will not certify any new environment.

 

Technical Support

  • Users will no longer have access to technical support through direct phone, chat, or e-mail request.
  • Requests posted through the online Web Form will not be answered. Access to very limited support will be provided in the form of the online support center including knowledge base, supported environment, downloads, and discussion forums.
  • Although the online information will remain available to users, this information will not be updated. However, users will be able to browse existing documents.


For more information, refer to the Esri Product Life Cycle Policy and Product Life Cycles, where users can access detailed information for each product. Product and Solution Help for many 9.x versions will also remain accessible through our ArcGIS Resources portal for a period of time.

 

Please review and familiarize yourself with this information, and if you have any questions, please contact us at Esri Support Services.

 

Gregory L. - Online Support Services

Virtual Campus courses are an online community of users that are receiving training in a fully self-paced environment. Several different kinds of Virtual Campus courses can be taken at training.esri.com. Sometimes, after registering for a course, users are unable to view the course videos. When this happens, the following steps are recommended for users to troubleshoot the issue.
  1. Make sure a supported version of Adobe Flash player is installed. The operating system should be running version 9 or later. To find out what version is installed, go to http://www.adobe.com/software/flash/about. Flash player is not required to view the course videos, but it is required to view the live training seminars.
  2. The system must be running a supported browser. Esri currently supports Internet Explorer versions 7 through 11 as well as the most recent version of Firefox and Chrome. If the user has trouble with one browser, try viewing the video in a different browser.
  3. If the user is unable to view the video in multiple browsers, your associated organization may be blocking the server that hosts our training videos. Please work with your IT department to add an exception to your firewall to allow streaming from the following location: http://trainingmedia.esri.com/webcourses/*
  4. Resetting the browser cache may resolve the issue by clearing out old information that the browser is relying on.
To reset the cache in Firefox:
  1. Press Ctrl + Shift + Del. This opens the Clear Recent History window.
  2. Make sure that Cache is checked, and press Clear Now.
ClearFireFox-300x290.pngTo reset the cache in Internet Explorer:
  1. Go to Tools (Alt + X) and then click on 'Internet options'.
  2. In the General tab, click on 'Delete...' under Browsing history.
  3. Make sure that Temporary Internet Files, Cookies, and History are checked. Press the Delete button.
ieDelete1-220x300.png

After performing the aforementioned steps, you should then be able to see the course videos. If you are otherwise unable to see the course videos, please contact Support with information on the following:
  • The specific error messages that are being received, and at which point in the process that the error is received
  • Which web browser (and version) is being used
  • Which operating system the computer is using

I hope that you all find this helpful! Thanks!Alexander N. - Support Services Analyst
In this issue of the "Getting to know Esri Support" series I interviewed Prasad Prabhakaran, one of the group leads for the International Support Center, Malaysia.Prasad4.pngSupport Services Blog: Hello Prasad, please tell us a little about yourself.Prasad: I've been in the IT industry for the past 13 years. I was in the Customs IT department for four years, then I moved into the oil and gas industry and for eight years I worked for ExxonMobil. Now I'm with Esri and have been here for the past nine months.SSB: Describe a day in the life of a group lead.Prasad: As a group lead I have multiple roles. I look into resources within the team and I make sure that all the operation tasks are executed efficiently on a daily basis. I also have to meet the operation KPIs and ensure that there is no breakdown in the support process.SSB: What kind of support incidents do you face daily?Prasad: Currently we support product licensing issues. We also assist customers with installing their various Esri products. At the moment we are only handling licensing and implementation issues, but moving forward as the team matures, we will be opened to various kinds of technology to provide overall support for customers.SSB: What are the pros and cons of leading a team?Prasad: I would say people management is a con, but it is a challenge I've taken on as a lead. The pros of leading a team are that it gives you the room to push your capabilities in producing results, and the role teaches you a valuable lesson in what it takes to manage a team successfully.SSB: You've recently been commended for doing a great job in leading your team - what would you say has been your biggest inspiration and motivation?Prasad: Self-confidence! That's what drives and motivates me. Also, based on experience and the nature of the industry I've been exposed to, I like to be challenged. My inspiration is - be the best in what you do.SSB: What are your hobbies and interests?Prasad: My hobbies and interests have always been sports, especially football, and travelling. I've played football for the state and for a local club. And I travel for football matches too! I've been to Old Trafford in the UK a couple of times for football matches and my ultimate goal is to attend a World Cup football match - football is my most passionate hobby. Apart from travelling for football, I also love travelling to explore other countries and their culture. I've already covered South East Asia; I've been to parts of Europe, the Oceanic countries and South America. I've yet to visit the Middle East and Africa and I'm keen to.SSB: Do you have any tips or useful suggestions for other aspiring team leads?Prasad: Ensure quality in work and strive for excellence and efficiency. If someone is aspiring to be a team lead, emphasis on team work is very important as no success can be achieved individually. I'm a firm believer in working closely with my team. And above all, be patient and do not be rash when you make decisions.Rajeshwary K. - Online Support Resources

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