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Esri Technical Support

27 Posts authored by: GLehner-esristaff Employee

Hello there, and welcome! We've been preparing for this day, and we are almost ready! But before we move all the way in, I would like to introduce you to the new home of the Esri Support Services Blog.

Previously, our blog and several other Esri blogs would post their updates to the blogs.esri.com domain. Now we are moving here to the Esri Community (GeoNet) website, a move that is great for everyone. In the Technical Support group, we'll have more opportunities to engage with you and help further your GIS goals with the ArcGIS Platform. As blog readers, not only will you gain access to a plethora of forum discussion topics, ideas, and community groups involving Esri, GIS, and The Science of Where, but you will be able to participate in all of this content in a single place.

If you are not familiar with our previous blog, then all you have to do is prepare yourself for some new content from the Esri Support team! However, if you were a regular reader, you may want to know what this move means - i.e. accessing previous blog posts, RSS feeds, and the like. The following thread goes into more detail, but here are some highlights:

  • The "official" move date period is early to mid-October 2017.
  • The home page URL for the new site is https://community.esri.com/groups/technical-support/.
  • All links to blogs from our old website will automatically redirect to their new URLs on GeoNet. No need to update your bookmarks or edit your posts - we got you covered.
  • Some blogs were not migrated (e.g., Happy Halloween 2009). If a blog was not migrated, you will be redirected to the Technical Support home page.
  • You do *not* need an account to access this blog, but you will need an account in order to post comments, like posts, etc.

As administrators, we have thoroughly enjoyed developing and growing our blog site over the years, and we hope you will join us on our next voyage within this community.

-Greg and Megan

This blog post provides the latest updates regarding deprecated features in the recent release of ArcGIS 10.5.1.

With each release, Esri assesses and adjusts the products and functionality supported in the ArcGIS Platform based on customer needs and technological trends. The purpose of the Deprecated Features for ArcGIS document is to provide as much advanced notice as possible regarding these changes.

For more information on Esri's plans for deprecating features, refer to the following PDF document, Deprecated Features for ArcGIS 10.5.1 (this deprecation plan is also available in the following technical article from the Esri Support Knowledge Base). The documentation linked above provides additional information about each note below, in addition to recommendations of alternative workflows and applications. Information from previous releases (10.4 and 10.5) is also included in the link above.

Here are some of the major changes in ArcGIS 10.5.1:
  • ArcGIS 10.5.1 is the last release to support Visual Studio 2013 for the ArcObjects SDK.
  • In the near future, the cluster functionality in the ArcGIS Server component of ArcGIS Enterprise will be deprecated. Instead, it is recommended to create separate ArcGIS Server sites where multiple clusters would have been used previously.
  • ArcGIS Enterprise 10.5.1 will stop bundling the portalpy module in favor of the ArcGIS API for Python. No further development is planned for this module.
  • ArcGIS 10.5.1 will be the last release to support the PostgreSQL 9.3.x series of releases, DB2 versions 9.7 and 10.1, and the ST_Raster data type for Oracle, SQL Server, and PostgreSQL.
  • ArcGIS 10.5.1 is the last release to support anything other than the Data Store product as a data store for a Hosting Server.

Note: The deprecation of cluster functionality does not affect the ability to create multi-machine sites. ArcGIS Server sites with multiple machines continue to be fully supported.
Gregory L. - Online Support Resources

With Esri Technical Support, our goal is to provide you a world-class support experience and ensure your success with the ArcGIS Platform – and one part of that goal includes your online experience.

Including the posts and blogs here on GeoNet, Esri creates and maintains a vast network of online support resources, such as our main site, support.esri.com (which hosts a technical article knowledgebase, download links, product lifecycle documentation, and more), wiki.GIS.com, the GIS Dictionary, and many others.

For us to continue providing the best possible resources, we request your feedback through a brief survey: Esri Online Support Resources Survey.

Your responses will help us understand your support preferences and how Esri can best deliver the resources you need.

Thank you in advance, and we look forward to supporting you in the future!

Are you going to the Esri Developer Summit this year? Perhaps you have some questions or need help and would like some special assistance from our Technical Support Analysts? Come see us at the GIS Technical Support Island (TSI) in the Esri Showcase.
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The GIS Technical Support Island at Esri Dev Summit 2017



Esri Technical Support will have ten senior analysts available each day of the Developer Summit to assist customers with any technical questions or issues they may have with Esri products. These analysts are subject matter experts that span the many parts of the ArcGIS platform, so we should be able to help with most questions. However, if the problem is more complex, we will create a Support case and contact you later when you're available. We will be stationed right next to several other Esri services, including Consulting, Training, and Cloud Management. If your questions lead us to a conversation about one of our other services, we will connect you with an expert in that area, as well.

In Support, each of the following teams and specialties will be represented:DevSummit_Edited.pngOutside of the TSI, you can find Support Analysts throughout the summit, including at different sessions, demo theater presentations, and the Meet the Teams event.

Stop by and say hello!
Gregory L. - Online Support Resources
asp_logo.jpgASP, the Association of Support Professionals, is commonly recognized as the most reputable and non-biased technical support website evaluation and ranking organization in the industry.

In preparation for the redesign of our own support website, Esri’s Online Support Resources team has been working with the ASP for over six years, gleaning years of best practices from other award-winning technical support websites. It has been one of our team’s goals to submit our own website for this year’s competition. Our new Support website was launched last month on May 26th, and the evaluation results for the Top Ten were announced last week.

It is our pleasure to announce that this year, Esri’s technical support website has been awarded by the ASP one of 2016's Top Ten Support websites. For this competition, the ASP appoints five experienced judges, who develop and maintain support websites, to evaluate industry websites in 25 different categories. Though the ASP ranks the Top Ten technical support websites, they segment this list into three categories. Large companies (five companies with over 1 billion dollars in revenue), mid-sized companies (four companies whose revenues range from 100 million to 999 million), and small companies (one company whose revenue is under 100 million dollars).

In the "Large Company" category, Esri was ranked in the top five best websites of the year. All other award winners in this category are recognized industry leaders and household names.

Large Company (over $1 billion)- Cisco
- Dell Software- Esri
- Red Hat
- Symantec

Medium Sized Company ($100 million to $999 million)- Jive
- Blackbaud
- LANDESK
- Nutanix

Small Company (under $100 million)
- Tricentis


Award winners in previous years include Microsoft, Adobe, Intel, IBM, McAfee, HP, Juniper Networks, Oracle, Nokia, SAS, EMC, and more. Please note that all other winners in this year’s large company category are considerably larger than Esri.

We are always driven to provide our customers and partners with the best support experience possible, whether it is online, over the phone, or in person - and this is certainly another milestone along accomplishing and sustaining these goals and aspirations.

For more information about the ASP Best Web Support Sites competition, please visit their website.
Michael Kim - Director of International Support

The new Support website provides a variety of tools and resources to help you find answers to your questions and solutions for your technical issues. If you are just looking for general help information, the site includes multiple channels to guide you to important reference materials. If you are looking for more specific information related to a certain product and version, the Support's new product pages are designed to only show you the content that is relevant for your ArcGIS deployment.

 

Find Information for Your Product

 

blueblocks_updated.jpg

 

On the Support home page, the "blue blocks" represent the six product areas that Esri serves, and you can click any of the links in those blocks if you see your product. These same six categories are also accessible from anywhere on the website from the Products drop-down menu in the navigation bar.

  • Desktop - ArcGIS for Desktop (ArcCatalog, ArcMap, ArcGIS Pro, etc.), industry focused extensions, and data and workflow extensions.
  • Server - ArcGIS for Server, Portal for ArcGIS, server extensions, and more
  • Online - ArcGIS Online
  • Developers - ArcGIS Engine, Runtime SDKs, Web APIs, and more
  • Apps - "ArcGIS/Esri Maps for X" series, ArcPad, Explorer for ArcGIS, Collector for ArcGIS, other mobile / web apps, etc.
  • More Products - Business Analyst, Esri CityEngine, ArcGIS for Local/State Government, legacy products, and everything else


If you're not sure where to go, you can click Knowledge Base or Downloads in the gray navigation bar. These pages show a full list of all Esri software products. Clicking the named link of any product takes you to the information page of the latest release of that product.

 

 

Product Categorization


It's helpful to click on a specific page to get information about only your product, but sometimes you need more. If you want to go deeper, there is a list of drop-down menus for each Product page that can be selected, changed, and reset; they'll automatically take away any results from the list that don't apply to your conditions. If your product version isn't 10.4, simply click the Version drop-down and change this to the version of the product that you're working with.dropdowns.jpg

Issue Product Categories


Still not good enough? There are other tools available for you to use when searching the website. You may see it blurred in the background above, but there are additional filters that can be used to narrow your search. Of course, you can still filter by content type, but we have created new filters for 'Product Categories' and 'Product Sub-Categories,' which match the six product groups above.

These filters may not immediately be available, but once they are, they will become especially useful if you are looking for documentation on a 'niche' product and version, service packs, web help, bug reports ... anything, really.

 

filters.jpg

Product Information Tabs


And yes! Some of the product information that is most important to you is organized such that you don't have to click through links and download PDF files to find the information you need. The blue 'tabs' you see when you choose a product provide direct links to any support information available for your product and version.

  • Overview - Provides a link to the specified product and version's blog site, web help home page, latest downloads, technical articles, product life cycle, and related GeoNet discussions.
  • Solution Finder - This specialized search tool allows you to 'drill down' into our knowledge base and find information based on the issue topic.
  • Knowledge Base - Any technical articles or white papers for your specific product and version are listed and available here.
  • Downloads - Any downloads, service packs, patches, or updates for your product can be found here. Clicking the 'Subscribe' button that appears will allow you to subscribe to this list, and you will be informed when new downloads are released.
  • Product Support - Displays the product's support lifecycle, system requirements, and additional product information.
  • Visit Web Help - Takes you to the product (and version)'s Web Help page.
  • Ask on GeoNet - Takes you to the product's GeoNet (Esri Community forums) page.

 

 

Solution Finder: Issue Topics Index


If you're working on a specific task, such as building a network or geocoding addresses, or maybe you're just trying to get that feature service up into ArcGIS Online, you may want to try using our Issue Topics index tree, located inside the Solution Finder tool. Its organization is built around what you are trying to do, or what you were doing when you started having problems or needing answers to your questions.

 

categories1.jpg


Click one of the drop-downs (see image above) to view the subset of topics available. For example, if you wanted to build a 50-meter buffer around a feature class containing polylines, click "Analysis" ('Buffer' is an analytic tool) and select 'Buffering.'

 

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We hope you enjoy the new redesign of this site. Please contact Support Services by using the Feedback form located at the bottom of the front page, or call us at +1-888-377-4575. Thank you!

 


Gregory L. - Online Support Resources

This blog post provides the latest updates regarding deprecated features in ArcGIS 10.4 and in the recent release of ArcGIS 10.4.1.

With each release, the platforms and functionality supported in the ArcGIS platform are assessed and adjusted based on customer needs and technology trends. The purpose of the Deprecated Features for ArcGIS document is to provide as much advanced notice as possible regarding these changes.

For more information on our deprecation plans, refer to the following PDF document, Deprecated Features Plan for ArcGIS 10.4 and 10.3.x Series (this deprecation plan is also available at the following technical article in the Esri Support Knowledge Base). The documentation linked above provides additional information about each note below, in addition to recommendations of alternative workflows and applications.

 

Here are some of the major changes in the update for ArcGIS 10.4 and 10.4.1:

 

  • The ArcGIS Engine SDK for Cross-platform C++ will not be supported after ArcGIS 10.4.1.
  • ArcGIS 10.4.1 will be the last release of Engine Linux. ArcGIS 10.4.x for Engine Linux will be supported till 2022.
  • ArcGIS 10.4.1 (and ArcGIS Pro 1.3) will be the last release that supports the PostgreSQL 9.2.x series.
  • ArcGIS 10.4.1 for Server will be the last release to include support for the Mobile Content Server and Mobile Data Access features in the GIS server.
  • ArcGIS 10.5.x for Server will be the last major release series to include support for the Search Service functionality in the GIS server.
  • ArcGIS 10.2.1 for Windows Mobile is the last release. No additional features, functionality, or performance / stability updates will be released for this application.
  • ArcGIS 10.4 is the last release that supports the Oracle Spatial GeoRaster data type.

 


Gregory L. - Online Support Resources

Update, 2 June 2016: Google Chrome 51.0.2704.79 was just released; it fixes the change that caused a blank screen for ArcGIS Online, Portal for ArcGIS, and applications built with the ArcGIS API for JavaScript. If you are affected by this, please click the Customize and control Google Chrome button and navigate to "Help > About Google Chrome" to force an update check and upgrade to this latest patch level.

 

The previous version was 51.0.2704.63, and the fixed version is 51.0.2704.79.

 

Update, 27 May 2016: KB 13156 has been published on the Support website to provide additional information about this issue.

 

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Google released an update to Google Chrome (version 51), which was pushed out to the public on Wednesday, May 25th. Unfortunately, this update included a change that impacts anyone using Google Chrome to access ArcGIS Online or Portal for ArcGIS versions 10.3, 10.3.1, 10.4, or 10.4.1.

 

This change impacts many apps built on the ArcGIS API for JavaScript (versions 3.8 - 3.16), several subsets of custom apps built by users, partners, and Esri Professional Services (for example, any app that uses the feature table or an analysis widget), and, most notably, the "home app" in ArcGIS Online and Portal for ArcGIS.

 

You may be seeing a screen similar to this after logging in: a blank screen with few or no elements.

 

googlechrome51.jpg

 

What you can do:

 

If you are using Google Chrome to access ArcGIS Online, the above listed Portal for ArcGIS versions, or apps built with the above-listed versions of the ArcGIS API for JavaScript, please turn off auto-update in your Chrome browser now. If Chrome was updated, you will need to temporarily use another browser (such as Internet Explorer or Mozilla Firefox) until patches have been released.

 

What Esri is doing:

  • The ArcGIS Online team is preparing fixes that will go live this evening.
  • We are still working on a solution for Portal for ArcGIS.
  • Developers using the hosted version of the JavaScript API are unaffected, as it has already been patched.
  • We are working on a solution for JavaScript API developers that use either a custom build of the API or use it locally.


We will provide updates at the top of this blog post regarding Portal for ArcGIS and ArcGIS API for JavaScript as soon as we have more information. A technical article has been released for this issue, KB 13156, which provides some additional detail about this problem.

 

If you have run into any problems as a result of this bug that impact your workflows, please contact Esri Support Services at 1-888-377-4575.


Gregory L. - Online Support Resources

Esri Support is pleased to introduce the new Esri Support website. The new support.esri.com has been designed with a focus on providing an improved online support experience for all users. In addition to the new product-centered navigation, there are a number of new features to help you find answers to your questions and solutions to your technical issues on the ArcGIS platform.final_frontpage.jpg



Upon first arrival, you will see a splash screen welcoming you to the new site, followed by the home page (see above). The six product categories allow quick navigation to specific product pages, using the drop-down or the quick links to our most common products (in blue). The enhanced search bar is front-and-center - now you can search support repositories from anywhere on the site to find whatever you're looking for.

If you need to contact Esri Support directly, you can reach out to us through the Request Case web form, by clicking "Start Chat," or calling us from the phone listed by Contact Support.

If you're not finding what you're looking for, such as the GIS Dictionary, check the "Other Resources" drop-down in the gray site navigation banner.

----------------------

Thank you for providing valuable feedback to the Esri Online Support Resources team regarding support.esri.com. We apologize for any inconvenience these changes may bring to your workflows, but we hope the changes will be seen as improvements as you get accustomed to them.


Through the Support Center blog, we will be publishing a series of blog posts related to the site, covering the newest changes that have been implemented. We hope these changes will provide you an improved web experience. Please feel free to send us your feedback and/or your ideas so we can continue improving our online service: http://support.esri.com/en/feedback.

Once again, welcome!
Gregory L. - Online Support Resources
Edit: February 19, 2016 - ArcPad 10.2.2 (or earlier) users utilizing the Trimble Positions for ArcPad post-processing software in their workflows may now safely upgrade to ArcPad 10.2.3, as the Trimble Positions for ArcPad extension (and the February 2016 update) has been certified as compatible with ArcPad 10.2.3 when running on a Windows Mobile or CE device. For more information, please read Trimble's blog post.

The February 2016 software update for Trimble Positions will also include support for ArcGIS for Desktop versions 10.3.1 and 10.4. This update is expected to be released on their website by the end of February 2016.

For more information regarding the release of ArcPad 10.2.3, click here. If you have any further questions, please contact Esri Technical Support.
Gregory L. - Online Support Resources
The ArcGIS 10.3 release includes the new Space Time Pattern Mining toolbox for analyzing data distributions and patterns in the context of both space and time in ArcMap and ArcGIS Pro. Unfortunately, the initial release contains a substantial logic flaw in the Create Space Time Cube tool which makes the results from the Emerging Hot Spot Analysis tool unreliable.

We have corrected this problem in ArcMap 10.3.1 and ArcGIS Pro 1.1, and we are providing the patches below for your immediate use. Regrettably, you must rerun all of your previous analyses using the provided fix. Internally we have enhanced our validation strategies to ensure this is not a recurring error.
Lauren B. - Spatial Statistics Team
This blog post provides updated deprecation information regarding ArcGIS 10.3 and 10.2.x. The first version of the 10.3 series was released in December 2014.

Starting in 2014, with the release of ArcGIS 10.2.1, the pattern for the deprecation plan changed from a once-a-year release format to an update for every release. The deprecation plan also expanded to cover apps, mobile, and ArcGIS Runtime SDK products. As a result, with the latest releases of ArcGIS products, the deprecation plan has been updated.

Here are some of the major changes in the update for ArcGIS 10.3:

  • Esri will continue to ship the Microsoft Visual Basic for Applications (VBA) compatibility setup with ArcGIS, as long as we continue to ship ArcMap or until Microsoft notifies us that we can no longer distribute VBA.
  • Support for Microsoft SQL Server 2008/2008 R2 ends with the last release of the ArcGIS 10.3 series (ArcGIS 10.3.x).
  • ArcGIS API 3.7 for Flex and ArcGIS Viewer 3.7 for Flex are the final releases of these products.
  • ArcGIS Viewer 3.3 for Silverlight and the ArcGIS API 3.3 for Silverlight are the final releases of these products.
  • ArcGIS Runtime SDK 10.2.5 for WPF is the final release of this SDK.

For more information on our deprecation plans, refer to the following PDF document, Deprecation Plan for ArcGIS 10.3 and 10.2.x (this deprecation plan is also available at the following technical article in the Esri Support Knowledge Base).
Gregory L. - Online Support Resources

The next release of each ArcGIS API and Viewer (for Flex and Silverlight) will be significant in that they are the last planned releases of two once-popular technologies. While technical support will be available for both APIs and viewers through June of 2016, maintenance of these products will be discontinued. Customers who develop with these products should begin exploring web solutions that are based on JavaScript or HTML5.

 

More information on the product lifecycle can be found in the following pages:

 

The Transition to JavaScript

 

Over the past year, Esri has focused on greatly expanding the capabilities and usability of the ArcGIS API for JavaScript, enabling developers to build powerful and expressive applications with minimal code. In addition, new JavaScript-based applications have been introduced that enable users to quickly create beautiful, responsive web applications without writing a single line of code. These include several new web application templates as well as the Web AppBuilder for ArcGIS, all available with ArcGIS Online and Portal for ArcGIS. Customers that have built applications using the ArcGIS Viewers for Flex and Silverlight can now leverage the Web AppBuilder to create fully-functional GIS apps that can be used on any device.

 

As the ArcGIS Flex and Silverlight products move from mature support to their end of life phase, our Support teams are available to help customers transition to JavaScript, explore the various apps and tools available for getting started, and answer any questions that may arise.

 

More on Esri’s Roadmap for Web Developers


- Esri Support Services

Please be aware that if the recent Oracle Critical Patch Update (CPU) released on October 14th, 2014 is installed on your Oracle database, connecting to the Oracle database will crash ArcGIS.

This issue only affects you if you use Oracle. All versions of ArcGIS are impacted by this CPU.What You Need to Do:
  • If you have not yet installed the patch listed above, do not install it, per Esri's recommendation.
  • If you have installed the patch listed above, Esri recommends that you roll it back to restore normal operations.

Esri and Oracle are working closely to understand and resolve the problem.For specific details, see Esri Knowledge Base article 43293.
BScott-Harris-150x150.jpgringing you another member of our support staff! Our Marketing team talked to Desktop analyst Scott Harris about his love for his job and the work he does daily in solving problems and finding solutions.Tell me about yourself. What is your background?

I took my first GIS class when I was pursuing my Bachelor’s degree at Keystone College in Pennsylvania. I did a few projects while I was there, one of which was making some campus maps using ArcView 3.2 (which seems primitive today). I ended up getting my degree in Environmental Resource Management and then spent a bit of time out of the GIS field doing environmental testing. After that I became a GIS tech for the Middle Rio Grande Conservancy District in Albuquerque, New Mexico, where again I was using Esri software. Later, I went back for my Master’s degree in geoenvironmental studies - and then I ended up at Esri.What do you do at Esri?

I’m a Support Analyst on the Desktop Team. It makes really great sense for me because I’ve always been sort of a tech geek. I love computers and even build my own, and did so during college as well. I also felt that having a background in GIS and technology/software would help me in a technical support role. When users call in, generally the first thing we have to do is assess their knowledge of the software and of GIS in general. Then we will walk them through the issue, maybe share screens, and see if there’s a bug of some sort or it’s a user issue.Why Esri? How did you find out about the company and what sparked your interest?

I had an internship with the US Forest Service during my undergraduate years and we were using Esri software, so that was my first real, in-depth introduction to Esri. When I worked for the Middle Rio Grande Conservancy, I attended the Esri User Conference. So it wasn’t just a job I found; I had experience with the products and I knew a lot about what they were doing at the time, so I was interested in building a career here.What do you like best about your job? What’s the coolest thing about working for Esri?

For me, I think the best part is the good feeling you get when you solve a user issue. There’s a little rush when you figure something out before you move onto the next task. That happens a couple times a day. Plus, all of my co-workers are all really knowledgeable and helpful and I’ve learned a lot from them. My mentor, in particular, has taught me quite a bit.You moved here from Seattle to work for Esri. What does Redlands have that Seattle doesn’t?

When I got my interview with Esri and we took the trip into Redlands, we decided it was a great place for both of us, and we’re hoping to start a family here when that time comes. I also like that you easily have access to the mountains and the beach, and if you need to go to the city, Los Angeles is a short distance away.Do you have any advice for students looking for a job they will love?

It’s important to get as many experiences as you can, either through an internship or a campus job. You never know where you might make a connection and ultimately get a job, so try not to burn any bridges! You’ll always need your references, too. Also, by any means, don’t give up! It took me a long time to settle down and find a job I love. You might be frustrated for the first couple of years, but you also might find something you love right away.

Thank you for the great advice, Scott!
Katherine D. - Strategic Marketing Intern

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