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Esri Technical Support

27 Posts authored by: GLehner-esristaff Employee
Over this coming holiday weekend, Support Services is migrating to a new customer relationship management application. To support this effort, we will be closing for the day at 3:00 PM PST on Friday, August 29th, and will resume normal business hours on Tuesday, September 2nd at 5:00 AM PST.

Here are a few minor changes in the way you will be working with Esri Support following this migration.
  • Emails sent to you will now appear as being sent from Esri Customer Care - customercare@esri.com (previously nimbus@esri.com). Please update any email filters to ensure you receive these communications.
  • To support a seamless transition for our customers, you may continue to reply to any email originated from nimbus@esri.com. This correspondence will be automatically routed to our new system.
  • An "Incident" will now be referred to as a "Case", and this will be reflected in any email you receive from a Support team member.
  • The Subject line of an email you receive will include a Case number and Reference ID. Please do not edit these portions of the subject line, as they are used to relate your email back to your Case.
    • Ex: "Esri Case #00123456 - Need Assistance with editing my data [ ref:_00D70JXts._50070fEuTO:ref ]
  • Reported software defects will now be categorized separately as either a bug or an enhancement. Previously logged defects will continue to be referenced by their historical number (i.e. NIM012345), but new bugs and enhancements will follow a new naming convention (i.e. BUG-00012345 or ENH-00012345).

Our Esri Reception team will continue to be reachable via support@esri.com.
Gregory L. - Online Support Resources
I wrote this piece while sitting in the employee center at the Esri International User Conference an hour before the bus left to take me home to Redlands, California. I decided that it would be good to document my experience at the User Conference (UC) so others who have not had the chance to attend could experience the UC as well.

Rewind 48 hours to when I started reading the UC Q&A on the 5:30 am bus to San Diego. As a Desktop Support Analyst (a subset of Esri Technical Support), my coworkers and I are exposed to a number of people who use ArcMap, ArcCatalog, ArcScene, ArcGlobe, ArcGIS Online (and soon ArcGIS Pro) for a multitude of projects. The sheer size of the 160-page Q&A sent a gentle reminder that Esri provides much more than ArcGIS for Desktop.

The length of the Q&A foreshadowed the size of the UC, and prompted me to consider, “What will the UC be about to you?” I will start with what GIS is to me.

I find the formal definition of GIS to be much too verbose; instead, I think of GIS as a tool to study geography. As much as I love the field of GIS, I did not expect to love it any more or less because of a conference. I expected the UC to be much the same as other conferences I have attended: big, loud, and short-lived. What I found was something entirely different.

My first impression was in awe of my surroundings. Looking around the layout of the UC, you can tell that Mr. Dangermond used to be a landscape artist; the space feels open and inviting while the design is beautiful, exciting and spotted with maps, of course. As attractive as the UC is in terms of looks, it’s the users that make this conference unlike any other.

When the doors open, the conference is quickly inundated with people, projects, and ideas. While my daily work in Technical Support gives a taste of these things, the UC mixes all the flavors of GIS into one room. In this space, I started meeting you; the incredible users of the software.

I wish to mention a specific GIS professional who I worked with during the conference, because she encapsulates the reasons why I like my job. Without getting too much into the specifics, she had a workflow question that was nearly solved; a tool was not working the way she expected it to. Perhaps the most fundamental workflow each scientist undertakes is to: (a) retrieve data (b) inspect the data (c) use tools to yield information from the data and finally (d) inspect the results. This process is one that I have a lot of respect for, and consequentially I have a lot of respect for the people who explore data in this way. Her inquisitive nature, willingness to learn, and to experiment was inspiring, and is the very mentality that changes our environment.

It does not matter if the question is simple, or the project small. Simple concepts and small projects lead to big ideas and important action. Think of the butterfly effect; a geographical information system is a chaotic yet harmonious one where small influences compound to become great waves of change.

There is no shame in asking; there should be no fear in sharing. The UC was an open environment for both, and having a space to be able to openly collaborate is rare. Moreover, the focus of the UC was not so much on Esri, but on you and your projects that are as diverse as the species composing the biological hotspots in California.  “You are GIS,” or at least the system of people that make this field of study wonderful. You are the professionals, developers, the managers, and the students. It took me a year for the “You are GIS” expression to finally find meaning; the UC was the weight that tipped the scale. Having the opportunity to be a part of Esri, which aims to service these minds, is not something to be taken for granted.

In the end, the UC expanded my personal definition of GIS, so that GIS became much more like a super-organism, or like Gaia.

If you went to the UC this year, consider sharing your experience. Esri wants the user community to be outspoken, involved, and demanding of the software so that we can help you solve problems, answer questions, and make a difference. To continue the conversation, check out GeoNet (this video and blog discuss GeoNet).  Should you wish to “join the UC conversation, from anywhere (anytime)” click here.

Thank you for reading!
Ashley S. - Desktop Support Analyst
esrilogo-resize1.jpgAt each release, Esri assesses if there are any platforms (operating systems, databases, development environments, or hardware) that are at the end of their supportability. Additionally, we review our technology to see if any of the newer functionality has superseded older functionality. In either case, we try to give as much advanced notice as possible for any changes in supported platforms or functionality through our Deprecation Plan documents.

Given the pace in the change of technology, we have been fairly conservative in what we deprecate. However, with the update to the Deprecation Plan for ArcGIS 10.1 and 10.2, plus the releases of ArcGIS 10.2.1 and 10.2.2, we have a number of items that need to be deprecated. Many of these changes have been a long time coming (for both platforms and functionality); and we have also noted upcoming plans to give you early notice for software that will eventually be impacted.

Starting at the ArcGIS 10.2.1 update to the Deprecation Plan, the pattern changed from a once-a-year release format to new updates with every release. The Deprecation Plan also expanded to cover apps, mobile, and ArcGIS Runtime SDK products.

Here are some of the major changes:
  • There will not be a release of the ArcGIS Runtime SDKs at 10.2.1.
  • ArcGIS 10.2.1 will be the last release that supports Microsoft Windows XP and Windows Vista for ArcGIS for Server, ArcGIS for Desktop, ArcGIS Engine, ArcGIS Reader, and Runtime SDK (for Java and WPF).
  • ArcGIS 10.2.1 will be the last release that supports Microsoft Windows Server 2003 and Windows Server 2003 R2 for ArcGIS for Server, ArcGIS for Desktop, ArcGIS Engine, ArcGIS Reader, and Runtime SDK (for Java and WPF).
  • The ArcGIS 10.2 series of releases (ArcGIS 10.2, 10.2.1, and 10.2.2) will be the last releases that include the ArcSDE command line tools.
  • The ArcGIS 10.2 series of releases (ArcGIS 10.2, 10.2.1, and 10.2.2) will be the last releases that include the ArcSDE application server.

For updated information on our deprecation plans, refer to the following link: Deprecation Plan for ArcGIS 10.1 and ArcGIS 10.2. (This deprecation plan is also linked from a technical article in the Esri Support Knowledge Base.)

John B. - Product Management
Esri would like to remind our ArcGIS for Desktop / Server / Engine 10.2 users that a patch exists to fix an issue where the software crashes on launch when attempting to open shapefiles.

The patch to fix this issue is available now for ArcGIS 10.2 for Desktop, Engine and Server users.

Please refer to KB article 41680 for more information.Can’t install the patch or upgrade?

Usually, the shapefiles associated with this crash contain dBase files with a large number of fields. Converting the shapefiles to file geodatabase feature classes can help to work around the crashing.

Contact Esri

For any and all error reports you receive, please send them to Esri with a valid email address. This enables us to identify and respond faster to issues impacting your work.


Kirsten P. - User Advocacy Group

If you try to log in to Business Analyst Online or Community Analyst and you receive the message, "Error: Invalid username or password", see the following reasons and ways to troubleshoot.

 

Reason 1: You’re using a username/password for the legacy application.

To see if this is the case, log in to the legacy Business Analyst Online or legacy Community Analyst. The legacy applications are retired and only available to allow you to migrate your sites from the legacy application to the new application. For more information, go to:

 

Reason 2: Your ArcGIS Online subscription administrator has restricted access to the application.

Please see your administrator.

 

Reason 3: Your organization has not purchased or not requested a trial.

a. Try Business Analyst Online Now or Try Community Analyst Now.

b. Call 1-800-447-9778 to purchase (for U.S. customers only), or visit this page.

 

Reason 4: The application is not provisioned to a group within your ArcGIS Online subscription.

WARNING: Procedures described in this section must be performed ONLY by your ArcGIS Online Administrator.

Email notifications were sent to ArcGIS Online administrators for customers subscribed to Business Analyst Online or Community Analyst. If you are the administrator of your ArcGIS Online subscription, please see the email notification instructions and follow the instructions.

 

If you cannot find the emails, please click this link for Business Analyst Online, and this link for Community Analyst. We will create a special group(s) for your application users, granting them access to the application(s). As an administrator, you will also be part of the group. After that, you can add/invite users. To add users, do the following:

 

  • Log in to ArcGIS Online > click Groups > click the 'named group' (e.g. My BAO Group)
  • Click the Invite Users link, add the users, and click Send Invitation. Here is an example:

 

inviteusers.jpg

 

Note: If you have more than one administrator for your ArcGIS Online subscription and if another administrator activated it, the group may not appear in ArcGIS Online. If this happens, you can click on 'The organization’s groups' on the right of the page and see if the group is created. If it is, you can click 'Join this Group' at the top, and an email will be sent to the administrator who originally created the group.

 

If the above links don’t work, log in to ArcGIS Marketplace > My Console > My Purchased Items.

 

Scenario 1: If you don’t see the application, return to the home page and click the application (Business Analyst Online or Community Analyst). Click 'Get it Now' and follow the instructions.

Note: When you click 'Get It Now', an Esri representative will contact you to get you set up.

 

Scenario 2: If you see the application, click View Item.

 

ECA.jpg

 

The Share dialog box appears, allowing you to create a new group (if one doesn’t exist) or select existing groups.

 

Share.jpg

 

You will invite users; see the Invite Users section above.

 

Why the change?

We’ve created a better way to manage access for Business Analyst Online and Community Analyst in ArcGIS Online subscriptions. These changes allow better control in the sharing and use within your organization.

 


Pavan Y. - Technical Lead - Location Analytics

As you may or may not be aware, a recent security vulnerability was unveiled for servers using the OpenSSL cryptographic library that affects many different products and software worldwide. This vulnerability has been codenamed 'The Heartbleed Bug', and potentially allows attackers to read the memory of a protected server or client and retrieve encrypted personal information from that server/client.

As a result, Esri staff have been performing maintenance to validate, secure, and patch Esri servers and infrastructure to close this vulnerability and ensure Esri customers are protected.

Please read the following KB Article for further information regarding the Heartbleed bug and whether any customer action is required for your Esri software.
Gregory L. - Online Support Resources
esrilogo-resize1.jpgIf you are a customer with an Oracle geodatabase and are planning to upgrade your enterprise geodatabase to ArcGIS 10.2.1, please read the following technical article before you upgrade, as some issues exist that directly impact the upgrading process. If you have any further questions or problems not cited in the technical article, please contact Esri Technical Support.
John B. - Product Management
esrilogo-resize1.jpgWith the release of ArcGIS 10.2.1 and its related products, and in response to Microsoft's plan to end support for Windows XP in April 2014, the 10.2.1 release of ArcGIS for Desktop, ArcGIS for Server, ArcGIS Engine, ArcGIS Reader, and Runtime SDK (for Java and WPF) are the last release to support XP and Vista platforms. The Microsoft Windows Server 2003 and 2003 R2 server operating systems will also be unsupported after ArcGIS 10.2.1.

In addition, ArcGIS 10.2.1 now supports Windows 8.1 platforms. Please refer to our updated system requirements page for more information.

If you are searching for information regarding the end of support for Windows XP and Windows Vista, please visit Microsoft's life cycle policy webpage.
Gregory L. - Online Support Resources
Great news for ArcPad and ArcGIS for Windows Mobile customers using Trimble Positions Software extensions to collect and post-process DGPS data! Trimble has recently announced support for 10.2 releases of ArcPad, ArcGIS for Windows Mobile and ArcGIS Desktop applications. Trimble allows GIS customers to use the latest update of ArcPad on a laptop or tablet with the capability to post-process and analyze field data collected on a tablet. 

Click here for available downloads.

____________________________________________________________

The Release Notes for each individual extension are linked below:Trimble Positions Desktop add-in v. 10.2.0.1http://trl.trimble.com/docushare/dsweb/Get/Document-693983/PositionsDesktopAddin_10_2_0_1A_RelNotes_28751.pdfTrimble Positions Mobile extension v. 10.2.0.1http://trl.trimble.com/docushare/dsweb/Get/Document-693982/PositionsMobileExtension_10_2_0_1A_RelNotes_28751.pdfTrimble Positions Mobile Project Center extension v. 10.2.0.1http://trl.trimble.com/docushare/dsweb/Get/Document-693981/PositionsMobileProjectCenterExtension_10_2_0_1A_RelNotes_28751.pdfTrimble Positions ArcPad extension v. 10.2.0.1http://trl.trimble.com/docushare/dsweb/Get/Document-693984/PositionsArcPadExtension_10_2_0_1A_RelNotes_28751.pdfTrimble Positions License Manager v. 10.2.0.1 (link currently not available)____________________________________________________________

For known issues or limitations, please read the Release Notes of each Trimble Positions software application.

All information and support for Trimble Positions Software is also located on the Software Suite Additional Resources website.Denise K. - User Advocacy Group

esrilogo-resize1.jpg

 

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


In ArcGIS Desktop 10, launching the Item Description for a layer by right-clicking on it from the ArcMap Table of Contents > Data > Item Description does not work.Note: Launching the Item Description from the Catalog Window or ArcCatalog does work.

Use the following workaround to solve this issue:
  1. Shut down ArcMap and ArcCatalog.
  2. Download the following ZIP file: Data Source Item Description window.zip
  3. Extract the .reg file located in the ZIP file to your hard drive or desktop
  4. Double-click the Data Source Item Description window.reg file. This adds a registry setting that enables the functionality.
  5. Open ArcMap.

The Item Description launched from the ArcMap Table of Contents > Data > Item Description will now work.

Sorry for any inconvenience this may have caused. Please leave any comments in the comment section below this blog post. NOTE: You must be logged in to your Esri Global Account to leave comments.
- Jeff M., Desktop Development Lead - User Advocacy Group, Esri Support Services

(Note: Some of the information below refers to legacy content and workflows. For updated information, please refer to our Comments section.)

With the Support site redesign of 2010, the System Requirements pages were moved. Several people have inquired about where they have been placed. They are now located within each ArcGIS product’s page on the ArcGIS Resource Center web site. So, for example, if you are looking for the system requirements for ArcGIS Server, click on the ‘Server’ link under the Popular Communities heading on the main page of the Resource Center web site. Once the ArcGIS Server page opens, you will see a list of links on the right-hand side of the Web page. One of these links is the ‘System Requirements’ link. This link takes you to the ‘ArcGIS Server 10 System Requirements’ Web page.Note: If you do not find the link you are looking for, the System Requirements can be easily searched by entering 'system requirements [product name]' in the search bar.

For ArcGIS software versions prior to version 10, there is a link to the earlier versions’ system requirements available on all of the version 10 products’ system requirements pages.

If you are using the ArcGIS Resources site for 10.0, below are some screen shots to help you along the way and point you in the right direction for finding version 10 and previous versions’ system requirements pages.Resource Center landing page with products highlightedArcGIS Resource Center landing page with ArcGIS Products list highlightedArcGIS Server product page with sys req. link highlightedArcGIS Server product page with System Requirements link highlightedArcGIS Server 10 System Req. page with the link to earlier versionsArcGIS Server 10 Systems Requirements page with the link to the earlier versions highlighted

You can utilize the System Requirements pages to get the latest details and information on supported operating systems, third-party tools, and hardware requirements for all ArcGIS products. I hope that this helps you in accessing the system requirements associated with whatever product and/or version of that product you are using.

If you have any comments or questions, please leave them in the comment section below this post. NOTE: You must be logged in to leave comments on blog posts.Collin W. - Esri Support Services

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