A Day in the Life of an ESRI Customer

Discussion created by joincto on Mar 15, 2016
Latest reply on Mar 25, 2016 by kmsagis

Preamble. Running Arcgis and Business Analyst 10.4 on a MacBook Pro with parallels, Windows10 VM with 8G dedicated, having just upgraded windows from windows7 and at the same time 10.3.1 to 10.4


I first try to use Business Analyst tools for a new study. Strange, all the menu options are greyed out, and when I try to run a tool BA reports that I have no license available. Well, I had one in 10.3.1. ArcGIS Administrator reports that I have a single use permanent license for BA desktop.


I open a chat session describing the problem. After 15mins it becomes clear that nobody from ESRI is going to be at the other end of the chat. Perhaps there was a glitch. I try again, and wait 22 minutes. Still nobody. I have now expended 90+mins with nothing done. I file a written bug report and try to do other work, without using BA.


Next I try to make a union of layer of polygons with one of ESRI BA .bds layers. The software reports that it is trying to find setup.msi in order to perform 64bit background processing. I had already installed this option when I upgraded to 10.4, and the directory used to unpack the software (which presumably contained setup.msi) no longer exists.


I try to cancel the operation, but it won't allow me to. I click cancel, and it goes right back to asking me where setup.msi is located. I am stuck in an infinite loop. The only solution is to kill ArcGIS. I lose all the prep work

I had done prior to attempting the union. That is another 90+ minutes down the drain.


I try to move on to something else. I draw a map of Portland using the basemap layers from BA but at a smaller scale than I usually employ. I find that the Columbia/Willamette rivers do not display. Portland looks as though it is just dry land. After some digging around I find that at a scale of 100-150K the layer which is responsible for drawing rivers is actually pointing at the oceans dataset. Another 90+ mins gone.  The basemap has already been incorporated into dozens of frames in several different maps, and so will take me a few more hours to correct, even were I certain about what the correct dataset should be. I try to use GeoNet to report the problem and get a web page which doesn't display correctly (the box where I enter tags is scrolled of the screen, and there is no SUBMIT button visible). After quitting and reentering GeoNet, I am finally able to post a message (See elsewhere).


Eventually, after normal East Coast hours, I get an acknowledgment from ESRI about the BA license bug. Maybe tomorrow it can be fixed. The whole day is done, and I have accomplished nothing. I feel as though I am doing the job that ESRI QA should be doing, and not being paid.


Let me ask fellow users, and ESRI. Is this acceptable?  I say no. Without doubt, this company has the worst QA department that I have ever encountered. Bugs which I reported years ago remain unfixed. Every single time I upgrade ArcGIS I run into a a new slew of problems and most of the old ones. The software performs like a dog; every time I save a map I am greeted with a spinning blue circle to upwards of 3 minutes. maps redraw for no reason, while at other times when they should redraw one sees the mysterious "cancelled" announcement. Many tools seem to take an eternity even to present a dialogue window to get the parameters.


This is just not good enough.


Rob Stevens

NSW Corp.