Tag Archives: Services
As we move into an era that utilizes cloud-based services more and more frequently, it becomes inevitable that sometimes we are going to run into issues connecting our desktop machines to those services. Within ArcGIS for Desktop, the issues range from the Add Basemap dialog never loading to the system hanging once you click the “Add” button. Regardless of the exact symptoms, there are a few things that you can try to help narrow down the cause of the problem.
Subscriptions for ArcGIS Online has officially launched and is now available for purchase or a 30-day free trial.
With ArcGIS Online, organizations can create feature and tile services, publish their maps and data in the Esri cloud, and leverage all of the existing basemaps to create great looking maps that can be shared with others. With an ArcGIS Online account, administrators can also manage user accounts, permissions and content.
Many of our users have already taken advantage of our early morning hours since May of 2008 when Esri extended the Support Services business hours to 5AM – 5PM PST (8AM – 8PM EST) Monday-Friday. You may remember our ‘Support, Support, Wherever You Are…’ blog post from the beginning of 2009 where we introduced the East Coast Support Services office. Now that we have Support offices on the East and West Coasts, we’re available for your convenience early in the AM with your morning ‘java’ and late in the evening with your after-dinner coffee via the Redlands headquarters office. Give us a call, submit a Webform incident via email, or check out our new chat support.
Our 12-hour window of operation can be useful when scheduling upgrade/migration tasks, or working on server maintenance tasks before or after your organization’s normal or peak business hours.
Our Support staff is here for you! Since the ‘Support, Support, Wherever You Are…’ blog post was posted at the beginning of 2009, the East Coast Support Services office has grown by 50% to handle your Support requests. Keep the calls, emails, and chats coming – we’ll be ready!
Support Services Hours of Operation:
5 AM – 5 PM PST (8 AM – 8 PM EST) Monday-Friday
So, you’ve made the investment in ArcGIS Server technology and are taking advantage of all of the benefits that it offers over ArcIMS. However, if you are like many customers, you may still have one or more websites that are using the old workhorse ArcIMS for your interactive mapping. It performs flawlessly for months, cranking out map after map. Then one day it stops working! Below are some tips for troubleshooting this issue before calling Esri Support Services and how to prepare for calling Support.
- Try rebooting if possible. Seems obvious, but this can sometimes get a failing site jumpstarted again. In some instances, rebooting is not feasible. For instance, production applications and databases might be running on the same server as ArcIMS. However, rebooting does restart the web server, servlet connector, and ArcIMS Services (Tasker, Monitor and Application) as well as the image and feature services in ArcIMS.
- Run the ArcIMS Diagnostic tools. This tests your web server and servlet connector. If you receive an error rather than a “Test Successful” message, follow the instructions with the error, then try the diagnostics again.
- Check your ArcIMS services in Windows. Navigate to Start > Settings > Control Panel > Administrative Tools > Services. Are the ‘Application Server’, ‘Monitor’ and ‘Tasker’ services running? If not, check the license for ArcIMS. Is it expired? Also, check the ‘Log on as’ user in the service properties. Has the username or password been changed?
- Try logging in to ArcIMS Administrator. If you are unable to log in and get the message “URL is invalid or ArcIMS is not running”, please refer to knowledge base article 23444.
- If the above suggestions don’t get the site working again, browse through the list of knowledge base articles for troubleshooting listed on the following web help page: Troubleshooting.
- Call Esri Support Services for assistance. Before calling, please compile some ArcIMS logs using the instructions in knowledge base article 20844. This will help jumpstart the incident with your Support Analyst and give them a lot of information, so they can begin troubleshooting immediately.
I hope these troubleshooting tips and tricks help you keep ArcIMS up and running successfully. If you do run into any issues, please contact Esri Support Services (as mentioned in Step 6 above).
- David C., Group Lead – Server Products and SDK Support – Charlotte, NC
This could be the time that I get to quote Shakespeare by saying, “What’s in a name? That which we call a rose…”, but instead, I would like to think that there is something to be said about a name change to our blog. Besides, we are not the Montagues or the Capulets. In fact, the change from Support Center News Blog to Support Services Blog makes a lot of sense due to the fact that our content has evolved since the creation of the Support Center News Blog.
The content is not as strictly news-oriented as it may have been in the past. Now, we are writing about everything from upcoming changes to our Web sites and keeping you informed about what is going on in Support Services to software improvements and tips and tricks to help you use our software more efficiently and effectively. With the roll-out of the new Resource Center site and the redesign of the Support site, it also seemed like a perfect time to introduce the name change to the Support Services Blog.
In case you are unaware of where to find our blog on our Web sites, or you are not subscribed to the RSS feed, below are some links and screen shots to help you find a link to the Support Services Blog.
On the Support site, the Support Services Blog link is located on the left-hand side bar under the Support Links heading. You can also get directly to the blog by using the following URL: http://blogs.esri.com/Support/blogs/supportcenter/.
From the Resource Center’s homepage, click on the ‘Blogs’ button/link at the top of the page. This takes you to the list of ‘All Blogs’, where the link to the Support Services Blog is located within the User Communities text box. You can get to this list of ‘All Blogs’ directly by using the following link: http://resources.arcgis.com/content/all-blogs.
The Support Services Blog is here to stay; we just wanted to tell you that we changed the name!
- Collin W., Support Services Blog content manager – Esri Support Services