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If your support case is attached to an existing defect or has been diagnosed as a new defect with our software and it is adversely affecting your business, you can escalate the defect through for additional consideration in upcoming releases.signin-300x267.png
A defect can only be escalated if the following conditions are met:
  • Your organization must have active software maintenance
  • The defect has not already been escalated by another user within your organization.

To escalate a defect, follow the steps below.

1. Go to the My Esri Site and log in using your Esri Account.

2. Click on the 'My Organizations' tab and pull up the organization associated with your customer number. Then click the 'Support' tab.myesri11.png

3. On the Support homepage, click the Bugs icon.myesri2.pngNote:  You must be an authorized caller and member of the organization in My Esri. This account must be linked to your Customer Number to view cases and bugs.

4. Notice that you can see all the defects and their status submitted or attached to your cases on your behalf. You can search, sort or even export a list of defects using the options shown. Click the specific Defect ID that you want to escalate.

5.  On the right-hand side of the Bug Details page, click “Escalate”.myesri3.jpg

6.  Complete the Escalation form. Include the number of people affected and a business justification that explains the impact of this bug to your company. You can also add any attachment you want to share.Important: Defects leading to critical production issues should be reported to your Account Management team. If you are a member of Esri Premium Support or an International Distributor please contact your Technical Account Manager.myesri4.jpg

7. Click the Escalate Bug button.

You will receive an automated email serving as a record of your escalation request.Note: These instructions apply to U.S. customers who are current on maintenance. For International customers, contact your local distributor.
Esri Support Services Team
Interested in deploying a person or crew of workers to edit your authoritative geographic data in the field without needing a connection to the internet? We are too! Collector for ArcGIS is the perfect client for you if your mobile phone or tablet is an iOS, Android, or Windows device.

Collector for ArcGIS is a lightweight native application that makes offline field collection possible with an easy-to-use interface. While usage of the application is simple, there are several deployment options available which can make getting the initial grasp of Collector for ArcGIS somewhat complicated. Below is a list of some helpful tips and tricks to get you offline as quickly and as smoothly as possible.1. Collector for ArcGIS requires a unique identity.

Collector for ArcGIS requires authentication from a 'named user' account within your ArcGIS Online organization or Portal for ArcGIS.. The number of users is determined by the license level of your subscription. Administrators can invite additional users to the organization, or groups can be leveraged to share maps with users from other organizations.

To purchase additional users, contact Esri Customer Services or your Account Manager.Tip:  You cannot use a public account to license Collector for ArcGIS.2. Collector for ArcGIS is dependent on a pre-configured web map.

Although you can download the application directly from the App Store, you will not be able to start using the application until a map is authored that contains at least one editing-enabled feature service. If you are the author of the map, it is best to get started by creating a web map in either ArcGIS Online or Portal for ArcGIS.Tip: If it's your first time creating a web map for use with Collector for ArcGIS, familiarize yourself with the following tutorials.3. The web map must be configured for offline use.Services hosted by ArcGIS Online or Portal for ArcGIS:
  • Feature: 'Sync' operation enabled
  • Tile: Export Tile/Offline mode enabled
Services hosted by ArcGIS Server:
  • Feature: Stored in an Enterprise Geodatabase, GlobalIDs added, Versioning or Archiving enabled
  • Tile: Export Tile operation enabled
Tip: To download a web map for offline use, ALL layers in the web map must be confirmed with the sync operation enabled.Trick: In ArcGIS Online or Portal for ArcGIS, you can check your web map for offline use by navigating to the Item Details page of the web map. Additionally, you can check on your device for the option to Download (Android or Windows) or a cloud icon (iOS).iffkunenide.png4. Synchronize as often as possible. Frequent synchronization reduces the amount of data that gets pushed back to the server at once, which reduces the chance of a synchronization failing.Tip: If you are using ArcGIS for Server and need to synchronize large amounts of data, consider increasing the upload size, which by default is set to 2 GB. You may also need to increase the upload size of your web server to accommodate large synchronizations.5. Use the strongest network connection available. Public WiFi, for example, is not a best practice for synchronizing because you cannot trust the source; the network bandwidth or restrictions may not be capable of processing the request. If possible,  crop.pngsynchronize when connected to a trusted source, like the internal WiFi of your organization. Collector for ArcGIS sends 2 MB bundles of data at a time during the synchronization process, so the strength of the network connection becomes more important as the size of the data increases.Tip: If your offline data fails to synchronize successfully the first time, test it again using a different network.Trick: You can configure Collector for ArcGIS to only push edits up to the server when you synchronize, and to not pull down edits made by others while you are offline. This reduces the amount of data transferred, making it faster to share your changes and save on data transfer costs from cellular networks. If the edits being made by others are important to you, leave 'Push Only' synchronization disabled.Screenshot_20160222-1117101.png6. Consider the data. Simply put: the more data, the slower the performance. That being said, sometimes performance decreases are less obvious than just the number of features in the data. For example, the number of fields, relationship classes, the projection, and the visibility scale can all affect performance. If you are looking to improve performance, you can hide fields, ensure the projection of the data matches the basemap, and set a reasonable visibility scale on the data or within the web map.IMG_0057.pngTip: Keep in mind the number and size of photo attachments that you are collecting. Photo attachments cause the data to expand due to the size of each respective photo. When synchronizing many photos, it is especially important to have a strong network connection.Trick: You can limit the size of photos that you attach to features within Collector for ArcGIS on the Settings page.Tip: The next release of Collector will support new offline settings that authors can adjust in ArcGIS Online on the item properties pages of their web maps. These settings will allow map authors to specify what types of information field workers retrieve from the server for both editable and read-only layers. As a result, workers can sync less data, which can decrease the risk of sync failure.7. Test before deploying to the field! Create a sample web map and try collecting data and synchronizing the edits before taking the map into production. Collector for ArcGIS is supported on iOS, Android, and Windows; you may find that an issue is specific to the hardware or to the operating system of your mobile device. If you are unable to synchronize from your sample map, please contact Esri Technical Support.Related information:
Julia G. - Server Support Analyst
On the weekend of August 1st, the Esri summer interns came together to participate in a hackathon hosted in the Esri café. The weekend was designed to encourage innovation through the rapid creation of applications; the event was extremely successful. One of most interesting aspects of the hackathon was watching the diversity within each team harmonize to improve the overall quality of the final products. Each team included at least one developer to write the code and several other members from Marketing, Support Services, Professional Services, and other Esri departments to help with creative design, the use of GIS, and the delivery of the final presentation.
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Team 'Geothinkers' took 1st place with the "Map My Friend" application



The interns may not have realized it, but they were inspirational to watch; they collaborated beautifully to find a common problem and showcased the functionality of web GIS to solve that problem.

Click the link below to see coverage of the weekend through an Esri Story Map:

Esri Intern Hackathon 2015 Story Map


To assist the interns, four analysts from different teams at Esri Support Services were tasked to answer questions, provide troubleshooting tips, and address software issues encountered along the way. We worked alongside the interns throughout the weekend and were fortunate to collectively experience the challenges and rewards of working with Esri software. We also got a first-hand look at how fearlessly the ‘millennials’ approach the use of GIS and application development. Native-based applications constructed with AppStudio for ArcGIS or the ArcGIS Runtime SDK for Android were the most popular, and the importance of aesthetic design was a highlight.
IMG_20150801_190042-300x300.jpg

Esri Support Analysts onsite as mentors



Overall, the interns reminded us of how exciting it is to stay relevant and of the value of taking a chance with new products or new ways of thinking about our work.

AppStudio for ArcGIS, which was released in Spring 2015, is just one of the Esri products teams implemented while creating their apps. The tool allows you to create cross-platform apps in literally minutes (see this video from the Esri Developer’s Summit) and without any background in coding. You can get started with a pre-created template or create your own application from scratch using QML code. In just one weekend, many of the interns went from working with AppStudio for ArcGIS and QML for the first time to mastering the application interface, terminology, and workflows. It was truly inspirational watching the excitement and dedication the interns had towards learning something totally new and presenting their amazing products.

While AppStudio is currently still in Beta 3, you can already start creating apps to showcase your own ideas, maps, and data. Click this link for documentation to help you get started.

If there is anything this weekend proved, it is that application development is changing rapidly and can be a lot of fun. Esri is working hard to make the process a whole lot easier with the release of AppStudio for ArcGIS. Like the interns, if you take a bit of time to learn something new, you too can produce some amazing results. Just take a look at the apps the interns created in under 12 hours!

And, if you need help with AppStudio for ArcGIS or any other Esri products, contact Esri Support Services through a call, chat, or email. We are all very excited about this new product and can't wait to help you get started creating exciting and beautiful new apps!Resources:

Contact Esri Technical Support, or learn more about the Esri Internship Program.
Julia G. - Server Support AnalystSupriya K. - Geodata Support Analyst
ArcGIS Pro is the latest addition to the Esri Desktop suite of software. It offers a brand new way to do GIS, and with that, a brand new way to license and distribute the software. Check out these six great tips to get started, and you'll be a pro in no time!1. You need an active ArcGIS Online Organizational Account.*

Your software purchase that is current on maintenance includes what we call an “Entitlement account” to use ArcGIS Online. In other words, an Entitlement account is a fancy term for the licensing structure that includes: one named user, and 100 annual credits per Desktop license purchased. This account comes at no additional cost and provides access for your organization to use ArcGIS Online, Esri Maps for Office, and ArcGIS Pro.agol.png

An activation e-mail was sent to the primary maintenance contact for each account. The e-mail included instructions and a hyperlink for activating and configuring the ArcGIS Online Organization. The person who activates the account is automatically set as the organization administrator and will have the necessary permissions to invite other users to the organization and then provision those users' ArcGIS Pro licenses.

Esri also provides a free version of ArcGIS Online called a public account. This type of account does not support licensing ArcGIS Pro. An Account Troubleshooting guide has been created to provide more information.If your organization does not have an ArcGIS Online Organizational account or you would like to upgrade your public account, please contact Esri Customer Service.* It is also possible to setup ArcGIS Pro to get a license through Portal for ArcGIS. 2. You can download the software from My Esri.

My Esri is a new customer solution that integrates your ArcGIS Online, Support, and Customer Care accounts into a single site. In order to install ArcGIS Pro, sign in to your My Esri account as the Primary Maintenance Contact.

If your account is current on maintenance, the Primary Maintenance Contact should have permission to view an Organizational dashboard. The dashboard includes the option to filter by products and then by downloads in order to download the software.downloadpro.pngIf you do not see the option to download software in My Esri, please contact the primary maintenance contact for your account or Esri Customer Service.3. Provisioning the licenses in ArcGIS Online is flexible based your needs.

With an ArcGIS Online Organizational account and administrator permissions, you should see the following option when you sign in to your account:managelie.png

Click “Manage Licenses” to get started provisioning your ArcGIS Pro Licenses. The licenses are assigned to named users in your organization. You can provision each user individually, or select multiple users to batch provision the licenses. After making your selection, click the “Configure” button to grant the license levels and extensions.lasjdlf.png

Good news: the ArcGIS Pro licenses and extensions can be reassigned at any time! As an administrator you can update or revoke the use of license in real time. It may help to think of ArcGIS Online as a cloud-based licensing manager driven by the named users in your organization.If your organization does not have a “Manage Licenses” option, please contact Esri Customer Service.4. ArcGIS Pro Licenses can be “checked out” for offline use.

If you need to work with ArcGIS Pro in a disconnected mode, you can check out a license. You can check out a license on only one machine at a time, so you won't be able to sign in or use ArcGIS Pro on any other machine while your license is offline. To use ArcGIS Pro on other machines, you need to check in the license on the original machine where you took the license offline.How to check out a license: Open a project > Click the “Project” tab > Licensing > check the box for: Authorize ArcGIS Pro to work offline.authorize.pngHow to check in a license: Uncheck the box for “Authorize ArcGIS Pro to work offline”. If you find this box is greyed out, it is because you are no longer signed into ArcGIS Online. To resolve this, Open a project > Click the “Project” tab > Portals > right-click your portal connection > Sign in. Now you should be able to check in your offline license in the Licensing tab.signin2.pngIf you are having trouble checking in or out offline licenses to use ArcGIS Pro, please contact Esri Technical Support.5. Installing ArcGIS Pro is a breeze!

Once the software has been successfully downloaded from My Esri, ArcGIS Pro can be installed. Please review the install guide before getting started. You do not need to uninstall any previous version of desktop products; ArcGIS Pro can run side-by-side with any version of ArcMap, giving you the flexibility to test your ArcMap workflows in ArcGIS Pro.If you have a question or issue with installing ArcGIS Pro, please contact Esri Technical Support.6. ArcGIS Pro gives you brand new functionality.

ArcGIS Pro has a 64-bit architecture and leverages your machine's GPU and multithreading to keep the user interface responsive and to utilize additional CPU cores on the local machine. It supports multiple layouts and map views that can be linked and explored in both 2D and 3D. The new drawing and output engine in ArcGIS Pro also includes new output capabilities, such as the ability to export your maps with native transparency support. It also includes some brand new geoprocessing tools, such as Space Time Cube and Emerging Hotspots. For more information about platform GIS or ways to integrate ArcGIS Pro into an existing workflow, please refer to the help or Learn GIS.
Julia G. - Desktop Support Analyst

As of January 2014, the use of Bing imagery requires a ‘Bing key’ purchased from Microsoft. Before you can complete the steps below, you will need to contact Microsoft to obtain a key. You can email bing4esri@microsoft.com to get in touch with a Microsoft representative.

To install your Microsoft Bing key:


1. With administrative access, sign in to your ArcGIS Online organizational account.

2. Navigate to ‘My Organization’ > Edit Settings.

3. In the Organizational Settings, select the Maps tab.

4. Under the Bing Maps section, paste your Microsoft-supplied Bing key and save the changes.

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5. Navigate to Groups > Create A Group. Give your group a name, a tag, and update the Status to Organization. Save this group.

6. Navigate to Map > Add > Add Layer from Web. Select ‘A Bing Basemap’ from the drop-down menu.bing7.png

7. Select the type of Bing basemap you want access to, and click 'Add Layer'.bing8-300x121.png

8. Save the web map. Give the web map a name and tag.

9. Share the web map. Select both your Organization and the group created in Step 5. At this point, you can choose to repeat Steps 6-9 if you want to save all three formats of Bing imagery.Bing2-300x197.png

10. Navigate back to My Organization > Edit Settings > Map tab.

11. Under the Basemap Gallery Section, select the group created in Step 5 and check the box for “Add the Esri default basemaps to this group”. Save the changes.Bing3-300x166.png

12. When you navigate back to the map viewer and select “Basemap”, you should see both your Bing basemaps and the Esri default basemaps in one location!bing5-300x289.png

13. If you are using ArcMap Desktop 10.0 or later, you may also want to access the Bing imagery on your local machine. To do this, you will also need to supply your Bing key to the machine where Desktop is installed. If using ArcMap 10.0 SP5 or 10.1 SP1, you will need to first install the Bing key patch, which is available for download under the Additional Resources section of this blog. Once the patch is installed or if you are running ArcMap 10.2, the steps are as follows:

1. Open Windows Explorer and navigate to the [location where you installed the software]\ArcGIS\Desktop10.2\bin.bing6-300x90.png

2. In the 'bin' folder, there should be a SetBingKey.exe. Double-click the executable file, and a window will open, allowing you to enter your Microsoft-supplied Bing key. Once the key has been entered, click OK.bingkeyexe-300x112.png

3. Open a blank or existing map document.

4. Navigate to File > Sign in, and enter your ArcGIS Online Organizational credentials.

5. Navigate to File > Add Data > Add Basemap. You should now see the same Basemap options available to you in ArcGIS Online, including the Bing Maps imagery. You will also be able to open and use any map documents that contain Bing imagery created prior to the requirement of an access key.bing4-300x235.png

Additional resources:

Bing Map Use in ArcMap has changedGetting a Bing Map Key from MicrosoftBing Maps FAQBing Key Patch for ArcMap 10.1 SP 1Bing Key Patch for ArcMap 10.0 SP 5How To: Set the Bing Maps key in ArcGIS for Desktop
Julia G. - Desktop Support Analyst
errorlayer-300x117.pngIn the ArcGIS Online Map Viewer, this error is used to inform the user that the type of content requested is unable to be added to the map. This error can occur due to a variety of factors. In essence, it means that the layer is not compatible with the environment. The following guide provides some basic troubleshooting steps to resolve the issue or to help narrow down the source of the problem.1. Browser Testing

Test by adding the layer in a different web browser. ArcGIS Online is supported in several browsers; there can be local differences between browsers settings, the company network, and the way each browser interprets information.

Make sure that your web browsers are updated to the latest version. You can download and install new releases for Google Chrome, Mozilla Firefox, Microsoft (Internet Explorer), etc. to take advantage of any new improvements. Additionally, you may need to review any custom browser add-ins that could potentially block certain types of content. You can also test by clearing the web browser cache to verify that the data is not being caught in the cache.2. SSL

Verify that the data you are attempting to view is accessible via the same protocol.

If you have SSL enabled on your organization, you will only be able to consume services that are also accessible over HTTPS. If you do not have SSL enabled on your organization, make sure the services that you are attempting to view are not encrypted. If you notice a discrepancy between your organizational settings and the web traffic URL, try adding service into the map viewer from the Add Data > Data from Web button. In the prompt screen, change the service URL to match your organizational settings to see if you can work around the error.

If this does not resolve the issue, you can also try toggling your organizational settings for SSL on and off. To do this, sign into ArcGIS Online as an administrator, navigate to Edit Settings > Security, and either enable or disable the check box for SSL.SSL-300x177.png3. The size of your content

Does the layer contain a large amount of data? If so, it may be that the data is trying to render but does not have a sufficient internet or server connection. With very large services, it is recommended to establish visibility ranges for the data in order to help with rendering speed and usability of the service. You can set up visibility ranges before publishing your service in ArcMap or in the map viewer in ArcGIS Online.visb-300x126.png4. The type of your content

The ArcGIS Online map viewer only supports certain formats of data. Please see the help documentation for a detailed listed of compatible formats.5. The availability of your content
  • If the issue is feature or map service specific, test to make sure you can see the service in REST. To do this, copy the Service URL into a new browser tab. You can test to see if you can query the service. If you see an invalid error or a blank webpage, it could be that the service is corrupt, the user does not have permission to use the resource, or it is no longer available (has been deleted). At this point, you should contact the owner of the service or, if you are the owner of the service, test overwriting the content or publishing the service again.
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  • If the issue is tile service specific, make sure to check the cache first to verify the service was created successfully. To do this, navigate to the item details page for your tiled service. Under the Properties section, check to see the percentage of tiles that are available. If you see less than 100%, you can select the “Manage Tiles” link to finish publishing your service.
tiles-300x175.png6. Downloading and running Fiddler to capture web traffic

Fiddler is a free web debugging proxy which logs all HTTP(s) traffic between your computer and the internet. Fiddler can help you determine if the issue is specific to your organization's network configuration. If you are consistently receiving 400 to 500 errors or more, the problem could be with a proxy server, firewall or anti-virus software that is causing compatibility issues inside your network. You will need to consult with your manager or IT staff member to determine further troubleshooting options.Julia G. - Desktop Support Analyst

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