Tag Archives: bugs
How To Escalate A Bug
If your support incident is attached to an existing bug or has been diagnosed as a new bug with our software and it is adversely affecting your business, you can escalate the bug through our User Advocacy Group (UAG) for consideration in upcoming service … Continue reading
ArcPad 10.0 Service Pack 2 Released
We are pleased to announce that Service Pack 2 for ArcPad 10.0 is now available to download at the Esri Customer Care website.
With this release, we have fixed bugs and introduced a few new tools:
- Map Annotations,
- ArcPad App Shortcuts, and
- ArcPad toolbar editing (on the desktop).
To read more about these, read the official press release. If you have any questions or run into issues with the installation, please contact Esri Technical Support at 1-888-377-4575, option 2, or visit the Support site. Users outside the United States should contact their local distributor for help.
Denise King
User Advocacy Group, Esri Support Services
Follow me on Twitter: http://twitter.com/DeniseKing_esri
Finding What You Need on the Customer Care Portal
Hi! This is Hanna from the Eastern Support Unit in Charlotte. Today, I want to provide you with some tips and know-how about the information you can find on the ESRI Customer Care site, located at http://customers.esri.com/. If you are already familiar with it, you may want to check it out again since it has a new look and some new options.
Log in to ESRI Customer Care at http://customers.esri.com/ with your ESRI Global Account and you will be able to:
- view the status on your Order History, Maintenance Quotes, and Virtual Campus User Licenses;
- check up on UC Registrations, Training History, and your ESRI Customer Service Contacts;
- monitor your Support Incidents, Support Bugs, and Software Licenses.
I want to specifically chat about some of the options that are related to ESRI Support Services:
Click here to see a list of Support Incidents that have been created for your account number. The list includes the incident number, creation date, status, caller, product and subject line. You may click on any incident number with the status ‘Closed’ to see the resolution.
Why would you use this?
Example 1: You are experiencing the same issue you or a colleague had before but don’t remember how it was resolved. You can use this information to find the corresponding incident number and review the resolution text. You may be able to apply the information provided without having to contact a Support Analyst again!
Example 2: You are an authorized caller and have multiple people asking you questions. For those questions that you worked with ESRI Support Services on before, you may find the incident number, the resolution to it, and provide the same information to another person rather than opening a new Support request for them.
Click here to see a list of Support Bugs – these are software defects and enhancement requests logged as NIM numbers and linked to your incidents. The list includes the Bug ID, Submitted date, Status, Severity, and Synopsis. You may click on any Bug ID to see more information about the status of it, such as the future release or Service Pack that it may be fixed in.
Why would you use this?
Example 1: You experienced a specific software defect that you have a workaround for and want to know if it is included in the upcoming Service Pack, especially when you hear the announcement that a Service Pack is going to be released soon. If yes, it would be great news that you no longer have to use the workaround!
Example 2: An enhancement request was submitted for a suggestion you had on improving the software usability in a certain way. With ArcGIS 10 being released soon, you may want to find out if it will be included in the new version.
Click here and you will be presented with the option to get a PDF report generated and emailed to you. The report includes the quantity of licenses for each product that you have and their expiration dates.
New for ArcGIS 10! This is where you will be able to view and manage the software authorization numbers and provisioning files for the software for which you have licenses. On the overview, it shows you how many authorizations are available for the different products for which you are licensed. In the detailed view, you will see the actual Authorization Number and its status as well as the expiration date and who specifically has used that number to authorize their software. You can also combine a set of authorization numbers into a single provisioning file with the tool provided to simplify the authorization process, for example, for the case where you have licenses for multiple extensions for the same product that need to be authorized.
You will see the email and phone number of the person within your company who is the assigned maintenance contact, as well as who within ESRI you may contact for questions about maintenance, invoices, purchasing new products, Support services, etc.
To sum it all up, the ESRI Customer Care site provides you with all your information in one location. So, next time you’re not sure who at ESRI to contact for a specific question, or what that incident number was on that issue you had two months ago and cannot remember how it was resolved, log in to http://customers.esri.com/.
Hope this helps!!
– Hanna S., Implementation Group Lead, ESRI Support Services
THE LIST…of bugs fixed in ArcGIS 9.3.1
With ArcGIS 9.3.1 now available to you, the user community, there is also a list of the bugs that were fixed within the new version of ArcGIS software. The following KB article contains a detailed list of the bugs that were fixed in ArcGIS 9.3.1: KB article 36849.
-Collin W., SCN Blog Content Manager, ESRI Support Services
You’ve Found a Bug, Now Help Us Squash It!
Tips for Reporting Bugs to ESRI
If you hit a bug and can’t find it on the ESRI Support Site, please contact us and let us know! Here are some tips on logging bugs with ESRI Support Services:
- Click the “Report Software Defect” radio button
- Let us know how severe the issue is
- Include the exact steps to reproduce the problem
- Include your data
Always select the “Report a software defect” option when submitting bugs through the online form. That lets our Support Team know right away, that you’ve found a bug.
Help us understand how severe the bug you are reporting is to you and your organization. We understand that you may find bugs that are not impacting your daily workflow, or bugs that may hinder or stop your daily workflows; let us know where the bug you are reporting falls.
We appreciate you letting us know about a bug and want to get all the information right away, so you can get back to your busy day. It helps us if you include exact steps to reproduce the problem, and any other tests you have run. This way when the bug is being resolved, we fully understand your workflow and make sure it’s fixed using your steps.
Please try to include a small sample of your data when submitting a bug. We understand you may not always be able to include data; but if you are including data, please attach it when reporting the bug. This helps us clearly understand the issue, and how it affects your workflows.
—Beth G., User Advocacy Group Program Manager, ESRI Support Services
Think you’ve found a bug…search for it online
Get the Most from Bugs Online
Here are some tips and tricks on how to use bugs online, which is a searchable database of known ESRI software issues, available from the ESRI Support site.
- Get logged in: In order to see Bugs Online in your Support Center Search results, you’ll need to be logged in with your ESRI Global Account. If you use the Login box on the Support Center home page, you can check the “Remember my Username” check box to make it easier to log in in the future.
- Keywords are your friends: Our Search works best with keywords, rather than complete phrases or questions. When you’re searching for known issues in Bugs Online, enter keywords that would be likely to appear in the bug report. You can use quotation marks to indicate words that should appear together, like “virtual server”.
- Use unique identifiers: If you have been given a bug ID by ESRI Support Services or on the forums, enter it into the Search box all by itself. Bug IDs begin with 3 letters, followed by 6 digits, for example: NIM010312. If the bug is available for review in Bugs Online, searching on the bug ID is the best way to find it.
- Contact ESRI Support Services for more info or to push for a resolution: Bugs Online gives you a one-line synopsis, current status, and other good bits of information. If you need more information about the bug, want to know if there are any potential workarounds, or have questions about how the bug might affect your project; contact us and our support staff can provide more details. For more information on bugs online check out Knowledge Base article 33917 titled, “What do I need to know about Bugs Online?“.
—Beth G., User Advocacy Group Program Manager, ESRI Support Services
