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(380 Posts)
MeganSingleton
Occasional Contributor III

Esri Support Mobile App Logo

The Esri Support Mobile App

Find answers and get expert help for your geospatial solutions

The upcoming Esri Support mobile app provides a tailored support experience that makes getting help for your ArcGIS Platform convenient.

Quick access to Esri Support Convenient case managementFind answers on your own

We're excited to release the app and are preparing for launch. If you'd like early access to the app or wish to influence the trajectory of your mobile support experience with Esri, please join us in beta testing the Esri Support app. 

To learn more about the app and request access to the closed beta testing program, please visit the app page on the Esri Support website.*

Learn More & Navigate to the Closed Beta Download

 

We’ll release the full mobile app once beta testing is complete—stay tuned. 

 

Cheers,

The Esri Online Support Team

*For now, the closed beta version of the app is available for U.S. customers and international distributors. 

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MeganSingleton
Occasional Contributor III

When looking for answers and solutions related to the ArcGIS Platform, you may have used Support.Esri.Com in the past. This site hosts the largest search collections on the Esri.com and ArcGIS.com domains, returning content from the Support knowledge base, ArcGIS product documentation, the GeoNet community, Wiki.GIS.com, and other helpful repositories. 

To refine your experience when you're looking for answers, Esri recently updated the search experience on Support.Esri.Com by adding a new search engine and search features.

Search Features

The Support.Esri.com search page includes two filters, chronological sorting, the total number of results, and an option to select the number of results displayed per page.

Support.Esri.Com New Search Features

Content Type Filter

The Content Type filter enables you to select a specific repository for your search results. For example, if you select Technical Articles, only results from the technical article knowledge base return.   

 

Content Type Filter on Support.Esri.Com

Time Filter 

The Time filter narrows your search results down to a recent time frame, ranging from the past 24 hours to the past year. For example, if you select Past 3 Months, only content published or modified in the last three months returns. In the image below, the results are filtered to only display Patches and Updates content published in the Past 3 Months.

 

Time Filter on Support.Esri.Com

Chronological Sort

The Chronological sort orders search results by publish date. By default, search results are displayed in order of relevancy, but this feature can re-order the results by Newest to Oldest or Oldest to Newest within the selected time filter. For example, if you filter by Patches and Updates and sort by Newest to Oldest, the most recent content displays at the top.

Chronological Sort Feature on Support.Esri.Com

 

Total Number of Search Results 

The total number of search results for the search query and applied filters displays under the filters and sort drop-down options. The new search engine limits the total number of results returned to 10,000 results. If a search query returns 10,000 results and the expected page is not included, please refine the search query or apply content and time filters.

Pro Tip: You can search for exact phrases by adding double quotes around the search text (for example, “Create buffers tool”). Searching with double quotes only works if all text is inside double quotes; if there is text outside of the double quotes, the quotes are ignored.

Results Per Page Selector

The Results Per Page selector displays up to 50 results on each page. For example, if you select 50 results per page, 50 results display instead of the default of 10 results.  

Total Number of Search Results Feature on Support.Esri.Com

What to Expect

Search results will be different with the new search engine. Search engines typically improve over time as the results are fine-tuned and we generate more content for better relevancy. For the localized Support websites, both English and translated content is returned in search results. If needed, you can also search with Google or Bing, which are not impacted by the updates.

How to Help Improve Search

We understand that content discoverability through search is an important part of the  support experience. If the new search does not return the results you expect, please submit your feedback via the feedback web form in the footer of the Support website or email us at support_feedback@esri.com.

Happy searching,

The Esri  Support Resources Team 

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JuliePowell
Esri Contributor

This post provides insight into how we manage version 3.x of the ArcGIS API for JavaScript (JSAPI) release plan and technical support strategy.

 

The JavaScript development team has made great progress bringing version 4.x of the JSAPI closer to parity with 3.x, meanwhile introducing new tech for building very dynamic, expressive 2D and 3D apps. Over the next year, each release will be a balance between capabilities for reaching full parity with 3.x and brand-new innovation. Many customers’ app requirements are fully met by the current release of the 4.x API (4.7) while others are still dependent on 3.x (either with existing apps that they are maintaining or new apps that have requirements such as full editing support). We also have many Esri apps built on 3.x, such as the 2D version of Web AppBuilder for ArcGIS.

 

Technical Support Plan

Because we have a large customer base that still depends on 3.x, we are very careful about how we manage the Product Life Cycle (PLC). Our strategy is to make all PLC dates relative to our estimation of the last 3.x release. When is the last release? It depends on when we reach full parity in 4.x, enabling us to move critical apps such as ArcGIS Online’s map viewer to 4.x. When we reassess our estimation of the final release date, PLC phase dates are updated accordingly.

 

Relative dates for each PLC phase are determined in the following manner:

- 3.x remains in "General Availability" until the last release of 3.x.

- 3.x moves into "Mature Support" after the last release, and lasts for 1 year. 

- 3.x is retired 3 years after General Availability ends. 

For more information about the above software support phases and what they entail, refer to the PLC.

 

Recent Update to the PLC

Version 3.x was scheduled to move into mature phase next month; July 2018. Based on the current status of the API, this was moved to July 2019, with the mature phase starting August 2019 and retirement in August 2022. As mentioned above, these dates will be revisited depending on progress made towards 3.x parity.

 

If you need further clarification on the above, please reach out to Technical Support through the normal channels.

 ArcGIS API for JavaScriptKwasi Asante‌ 

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JosephMayfield
New Contributor III

Sprechen SIe Deutsch? The award-winning Esri Support website is now available in German! 

The Esri Support website hosts many critical resources for the Esri community, such as popular technical articles, product lifecycle documentation, support downloads, and more. The launch of the site in the German language represents our commitment to making these resources readily available for ArcGIS users around the globe. 

 

The German version of Support.Esri.com joins the Chinese, Japanese, and Spanish versions of the website, and will be joined in the upcoming months by additional languages.

 

Note: To view Support.Esri.Com in a language other than your default language, navigate to the language selector in the footer on any Esri.com page and select the desired language.

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JosephMayfield
New Contributor III

As part of our commitment to expanding the online support experience for international customers, Esri Support is pleased to announce the launch of the award-winning Support.Esri.com in Chinese and Japanese!

The Esri Support website hosts many critical resources for the Esri community, such as popular technical articles, product lifecycle documentation, support downloads, and more. The launch of the site in these languages represents our commitment to making these resources readily available for ArcGIS users around the globe. 

The Chinese and Japanese versions of Support.Esri.com join the Spanish version of the website, which was launched last summer, and will be joined in the upcoming months by additional languages. 

Note: To view Support.Esri.Com in a language other than your default, navigate to the language selector on any Esri.com page and select the desired language.

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JuliaLenhardt1
New Contributor III

Exciting things are coming for GIS users in 2018 - ArcGIS Desktop 10.6 and ArcGIS Pro 2.1 are being released in January, along with some great new tools, features and functionality. Esri Technical Support is excited to work with our customers in these new environments, but what does this mean for some of the older platform versions?

Alas, on January 1, 2018, ArcGIS 10.1 is officially retired

Here's a quick list of what this entails: 

  • Technical Support will not be available for ArcGIS Desktop 10.1, ArcGIS Server 10.1, or Enterprise GDBs at 10.1
  • It will not be possible to request a Support Case for ArcGIS Desktop/Server/Enterprise 10.1
  • We are here to help you with upgrading. If you need technical support for the upgrade process, give us a call. 

As this year comes to a close, it's important to plan ahead. Get a jump start on upgrading your applications and geodatabases, and reach out to us if you have questions. 

For more information, check out some of our documentation:

Product Life Cycle for ArcGIS 10.1

Deprecation Plan for ArcGIS 10.1 and ArcGIS 10.1

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MeganSingleton
Occasional Contributor III

As part of our ongoing commitment to enhance the online support experience for our global user base, we are very pleased to announce the official launch of the Spanish language version of our award-winning Esri Support website.

Main-Page-in-Spanish-Screenshot-300x258.jpg

Main Page in Spanish

http://support.esri.com/es/

Support site localization empowers customers to access important online support resources in their preferred language, such as:
  • Popular technical articles
  • Product lifecycles
  • Support downloads for all products in General Availability
  • The Request Case web form
  • The GIS Dictionary (to be completed by Q3 2017)


You can directly access the Spanish site through http://support.esri.com/es/, or by going to the English version of the site and selecting "Español" from the drop-down menu in the upper-right banner next to the Esri ID Sign In option.
Language-Selection-Screenshot-1024x503.jpg

Language Selection



As you navigate through the site, you may come across content that has not yet been translated. You can submit a translation request for this content by clicking the "Request Translation" button in the green banner at the top of the page or by filling out the site's feedback web form in the page footer.
Request-Translation-Screenshot-1024x547.jpg

Request Translation



Our goal is to provide helpful and instructive content, and we strive to ensure this content maintains a high standard of quality. If you find any problems with the translated content or feel there are potential improvements, please use the "Translation Feedback" option (comentarios sobre la traducción) to send us your feedback.
Translation-Feedback-Screenshot-1024x710.jpg

Translation Feedback



Moving forward, we will translate the site into additional languages including Chinese, French, German, and Arabic.
Megan S. - Online Support Resources

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GregoryLehner
Esri Contributor

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

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KoryKramer
Community Moderator

Nobody likes to talk about it, but sometimes computers can crash.  Yup, the entire thing just fails and nothing at all can be recovered (if you haven’t backed up your data, go do it now!) Or what if your laptop is stolen, or you flipped your kayak and your machine sank to the bottom of Lake Superior?  You just don’t have it anymore and there is absolutely nothing you can do to get it back. When these types of things happen, any Esri licenses that were authorized on the machine may be lost, too.

In the past, an authorized maintenance contact had to call Esri Technical Support to submit a license appeal and recover the lost licenses.  Now, this functionality is built in to My Esri, empowering your organization with self-service functionality and enabling you to get back up and running quickly.

I wanted to make sure that our customers are aware of this great new functionality and walk through how you’d go about getting your licenses back in the event of a catastrophic failure or loss as described above – though I really hope that never happens.

To perform the following steps, you will either need “Esri Admin” permission or the “Take Licensing Actions” permission. Sensitive information such as machine IDs, license numbers, and other personal information have been replaced with asterisks in the following screenshots.

First, log in to My Esri and click the My Organizations tab.


Please note that I’m demonstrating the steps in a QA environment and that your experience won’t include the green QA…MyOrganizationTab.png

Click the Licensing tab.

LicensingOverview.png

This will bring up the Licensing Overview page and if you have the correct permissions, you should see the Recover Lost Licenses option both in the Licensing panel as well as a card.

Next, click Recover Lost Licenses.


The Recover Lost Licenses screen explains that this is a process to retrieve licenses from a machine that is no longer accessible due to system failure, system loss, or destruction. The License Recovery process requires the signature of the organization’s License Administrator in a Certificate of Destruction. This process is irreversible and should only be used as the absolute last option when all other solutions to rectify the problem have failed.

An example of when you would not use the Recover Lost Licenses option is if you can still access the machine and deauthorize the licenses normally. The instructions provided describe how to perform standard license deauthorization:
Once you’ve determined that it really isn’t feasible to scuba dive to the bottom of Lake Superior to recover your machine (and hence, its licenses), follow the steps outlined below to complete the recovery.

Step 1: Find Your Machine


To proceed with license recovery, select how you would like to find the machine. There is an option to search by products on the machine or use the machine’s UMN IDs if you know those.FindYourMachine.png

Step 2

Option A: Search for machine by product


Search for the machine by populating the dropdown boxes.SearchForMachine.png

Click Search.

We see that the search for ArcGIS Desktop Advanced Concurrent Use licenses for this organization returns five machines.SearchResults2.png

Selecting the machine from which the licenses need to be recovered will take you to Step 3.

Option B: Select Machine using the UMN

SelectMachine1.png

Enter the UMN for the machine and click Search.  Since the UMN by definition is associated with a single machine, you should get only one result in this case, as opposed to searching for a machine by product.SearchbyUMNresults1.png

Click Select to take you to Step 3.

Step 3: Review Selected Machine


This step will show you a list of products our records show were activated for the selected machine.ReviewSelectedMachine1.png

After reviewing the selected machine, you have the option to go back if this is not the correct machine or proceed with the license recovery process.

Step 4: Accept Terms and Conditions


Review and agree to the terms and conditions, and click Next.TermsAndConditions.png

Step 5: Summary to process License Return


This step gives you another opportunity to fully review the selected licenses to return. If the selection is correct, click the “Process Return” button near the bottom of the page.SummaryToProcessReturn1.png

You’ll receive a confirmation screen showing the status of each license return.ReturnedSuccessfully1.png

And that’s it.  You are now able to authorize these licenses on a new, dry machine!

In the event that not all licenses are returned successfully, you will be presented with a summary of which licenses were returned and which were not. These should be exceptions; not the norm. In these cases, please work with Esri Customer Service or your local distributor to finalize the recovery process.
Kory K. - Customer Advocacy Lead

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by Anonymous User
Not applicable

As always, Esri Support aims to make your time with us as simple and pleasant as possible. We are constantly reviewing the ways we interact with you and making improvements so that you receive the best possible support from our highly qualified team of analysts.

Starting on April 3rd, we are deprecating the support@esri.com email address as a method for creating an Esri Support ticket. Instead, we request that all Email and Chat cases be created through the Support website.

Many customers already use the website to request new cases. Clicking the "Request Case" link on the Support site prompts you to sign in and then opens the Request Case web form. You can use this web form to describe the issue you are facing and the Esri software product you are using. By using the preformatted web form, rather than an email, we can quickly route your case to a specialized Support Analyst who can begin helping you right away.

Support cases can also be opened from the Support page on My Esri. This means that all Support resources will be in one place - the creation, tracking, and history of case work all occurs through My Esri. When a case is requested through the web form, the process of creating the case and routing it to the right analyst is optimized and streamlined, so customers will be connected faster than they would if emailing directly.Myesri_screen1.png

We're very excited for the changes and updates being made to our Support website, and we're looking forward to providing even better support as a result!


Melissa Q. & Joseph M. - Support Services

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