The New Support.esri.com - Product Pages

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06-14-2016 06:03 AM
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Esri Contributor
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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

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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.

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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.

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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

6 Comments
Occasional Contributor II

How do I filter a list of all bugs reported for version 18.02, build 2109 for Collector for ArcGIS (iOS), or for ArcGIS Pro version 2.2.0?  It's frustrating to have users update to a new version to access bug fixes, then need to rewrite field users' processes (and retrain them) to incorporate workarounds to bugs introduced in the latest update, but at least I'd be able to prepare for training before the update rolls out.

MVP Esteemed Contributor

Nice update to the site!

Esri Contributor

Thanks for your comment, Alison Mynsberge. It's unfortunately not possible to filter and create a list like this on the Esri Support website. However, Product Managers publish Release Notes at the product's release date that includes a list of all issues addressed in the release. For example, here is the ArcGIS Pro 2.2 Issues Addressed List.

You may be also interested in our What's New pages (Collector, as well).

I hope this helps. And Go Badgers!

Occasional Contributor II

That doesn’t help; it’s important to know what hasn’t been fixed (or what’s known to be broken from beta testing that wasn’t fixed at the alpha release) so I have an idea of whether the latest release breaks what I’ve trained 40 field staff to do.

It seems Collector is great for short-term projects (2-3 months) that can be completed in between Collector releases… not for long-term use.

-Alison

Occasional Contributor II

So I would say this isn’t a comment, it’s a recommendation that I would like ESRI to follow up on.

Esri Contributor

Understood, Alison Mynsberge‌. What I suggest doing is providing the recommendation directly to the Support Website team. Click the "Send Feedback" link at the bottom of any Support.esri.com page (such as this one). They receive these feedback and make enhancements/changes to the site based on the feedback.

As for foresight on Collector, which is the ultimate goal, the only thing I can think of is the work being done through the Collector Aurora Project.

About the Author
Originally from Wisconsin, Greg is an avid fan of GIS (and a county collector)! He helps support ArcGIS Pro by developing next-generation map authoring capabilities and writing/editing web help resources.