Tag Archives: ArcGIS Server
Improving ArcGIS Web Application performance using Google Page Speed
One of the most important parts of web application development and design is the overall performance of the application. It’s important from the beginning stages of development to implement code that does not hinder performance. There are a number of tools available to help monitor the overall performance of a web application during development.
Welcome to ArcGIS 10.1 – A Few Tips for ArcGIS for Server Migration
Are you working to put together a migration plan for the transition to ArcGIS 10.1 for Server? Because there are significant changes in the software architecture at ArcGIS 10.1 for Server, a number of hints and tips have been put together to help you through the process. Continue reading
New ArcGIS Performance calibration tool
Ever wonder how long your Desktop application takes to render mapped features on a layer to layer basis? Or have you ever needed to know the time it takes to edit mapped features from a particular edit version?
Getting to Know Esri Support: Gaurav N.
An interview with ArcIMS and ArcGIS Server Analyst, Gaurav N.
To continue our “Getting to Know Esri Support” series, we’ve interviewed a member of the Redlands Server team. Gaurav has traveled far and is now living his dream working for Esri!. Continue reading
How to Increase the Token Timeout from 10 Days
By default, anyone using services that take advantage of token based security will need to get and hardcode a new token every 10 days. Without an updated token, web applications using the secured services will not work and you will … Continue reading
ArcGIS 10 Now Available in Six Languages
Customers in the United States can visit the Customer Care Portal for more information about how to get ArcGIS 10 in English, French, German, Neutral Spanish, Japanese or Simplified Chinese. Customers outside the United States should contact their local Esri office for details.
ArcGIS 9.3.1 Service Pack 2 is now available!
We are pleased to announce that ArcGIS 9.3.1 Service Pack 2 was released today. We recommend that all ArcGIS 9.3.1 users download and install Service Pack 2 at their earliest convenience, to ensure the highest quality experience when working with ArcGIS 9.3.1.
With Service Pack 2 now available, there is an accompanying list of the issues that were addressed within the new service pack. These issues are listed in the links below under the “Issues Addressed” section. Many of these issues came directly from customers reporting them to Esri Support Services and were prioritized to be included in this service pack.
For details on each individual product’s service pack, the issues addressed, instructions on how to install the service pack and other information, see each product’s link below:
If you run into any issues with the installation of this service pack or have any feedback, please contact Esri Technical Support at 1-888-377-4575 option 2. International sites, please contact your local Esri software distributor.
Mike H., Program Manager
User Advocacy Group, Esri Support Services
Show Me the Incident!
—Tom Cruise, Jerry Macguire
My name is Kevin, and I am a group leader for the ArcGIS Server group at ESRI Support Services. Today, I’d like to share some ideas about how to log an effective support incident. Many of our users ask how they can help shorten their incident resolution time. The tips here should be of great help!
ESRI Support Services handles an average of 100 support requests via e-mail per day. Almost all of these come to us via the online form (users must login in order to use this form) available on ESRI Support Center’s Contact Us Page.
Based on the information submitted in the form or e-mail, certain checks and measures are made to get the support request to the most appropriate specialist (ESRI Support Analyst). Once in the hands of a highly skilled ESRI Support Analyst, suggestions, questions and clarifications are made between the customer and the analyst until a resolution on the call has been achieved.
The resolution process starts with the initial support request sent to ESRI. The more information the analyst is provided with at the very beginning of the incident, the faster they can zero in on the issue. More information usually reduces the amount of necessary follow up questions to clarify, thus decreasing resolution time.
For example, take the following sample support request:
“ArcGIS Server doesn’t work, I can’t view my map.”
An analyst will have many questions to answer in order to zero in on the problem, such as:
- Are you using ArcGIS Server .NET or Java? What version and service pack?
- Has this worked in the past? Has anything on the system changed since the problem occurred?
- Are you experiencing the problem in ArcCatalog or the Web Application?
- What is the source of the data to your map service?
The sample request below contains many initial details that can help ESRI Support quickly zero in on the problem you are experiencing:
For example, “I just installed ArcGIS Server .NET 9.3 and it seemed to install properly. I can open the Web Manager and even publish a map service. However, when I try to view the map service in ArcCatalog, it doesn’t work. The icon for the map service shows a little red box on it, and whenever I try to start the service it tells me an error about “Server object creation failed”. I went through the tutorial on the Web help about publishing a map service but feel like I’m missing something. I am using shapefile data to the map service which is on a different machine than ArcGIS Server.”
I’ll still need to ask a few questions, but I should be able to offer some suggestions based on the above sample support request in my first return e-mail.
Some helpful items to include with a support request:
- Product and version (for example, ArcGIS Server .NET 9.2, service pack 6).
- Indication of the problem and within what product (for example, ArcIMS map service won’t display in ArcMap).
- Details you feel are relevant to the problem (for example, Steps you have taken before the problem occurred).
- Screen shots (a picture really does say a thousand words).
- Sections of the Web help, tutorials or other sources of help you have already investigated (as an analyst, if I know you’ve already looked through the help and didn’t find your answer, I won’t waste your time and offer that as a suggestion).
- When in doubt about a support request, the more information the better!
—Kevin H., ArcGIS Server Group Lead, ESRI Support Services
