Tag Archives: support
The Esri Support Services team is at the 2012 International User Conference in San Diego, and specialists in all areas of the software are available to assist with your questions at the Technical Support Island in the Esri Showcase. Users attending … Continue reading
The Esri International User Conference is just around the corner, and Support Services is preparing for another year of presentations and live support!
Tech Support Events
Esri Support Services (ESS) will be giving presentations and demonstrations throughout the User Conference on a variety of topics such as troubleshooting issues in ArcGIS, streamlining the support experience, and developing your staff with Esri training. We’ll have discussions on what’s working and what can be improved in Esri Support to help us best respond to the ever-changing demands in the marketplace and give you options on the best way to resolve technical concerns. For a complete listing of presentations and times, visit Support Appointments – Support Exhibits.
As we all know there is no “magic” button in ArcGIS for Desktop that will fix all the issues that you are having. In my time working in support, however, I have found that exporting data comes quite close and often returns magical results when working with corrupted data. Today we will be looking at using this method to resolve issues with an X,Y Event Layer.
Have you ever had an event layer show up beautifully in your map, but when exporting it to a shapefile you ran into an issue? Some of these issues could be receiving an error (such as “the data you are exporting contains one or more blob field”), getting a blank attribute table, or finding that not all of your fields are coming through to the shapefile. The steps below work, in most instances, to help resolve this issue. These steps walk you through the process of exporting a table to a DBF, displaying that DBF as an event layer, and then exporting that event layer to a shapefile.
As much as we would all like to avoid calling support for help with software issues, there are times that it is unavoidable. When you find yourself preparing to contact support, there are a few things that you can do … Continue reading
We are making a few changes on the Support site search to create a more complete experience for users like you.
These changes are currently available in our search at http://support.esri.com/.
Wiki.gis.com is a Wikipedia devoted entirely to GIS information. From basic terms to more complex content, the wiki has a wealth of information that is user generated and is constantly being updated.
ArcGIS Ideas is a portal for users to submit ideas and improvements about Esri products, which are in turn voted on with the possibility of implementation. This gives our users the opportunity to really have their voices heard.
We are hoping that the addition of these two sites in our search results will give users more options to find the content they are searching for.
As always, the Esri Support site is always evolving and improving so don’t forget to hit that feedback button with any other ideas you might have.
Online Support Resources
Esri Support Services
We have removed the option to include ArcGIS 10 content from the search, as all version 10 content will now be included by default.
While searching for a term within the GIS Dictionary, the search results page will now return all results from that repository by default instead of users having to click “In order to show you the most relevant results, we have omitted some entries…”.
We have also made some changes to the way we tag our content that will make it easier to find priority content.
Rating the article on the Technical Article feedback form is now optional.
Your feedback is very important to us, so if you have any questions, concerns or suggestions, please let us know by using the “Contact Us” link at the bottom of the page.
Check out what other changes we’ve made recently, and keep an eye out for even more changes coming soon.
Online Support Resources Team
Need to call Esri Support? Referring to the charts below can help you navigate the phone tree faster when you call.
The information provided outlines the phone extensions used by Esri Support Services to route support incidents to the best analyst to assist with your particular issue.
- Identify the product that is associated with your issue.
- Locate the appropriate table from the following list of Esri products and technologies.
- Find the issue description that relates to your issue in the sub-list.
- When you call Esri Support Services,
a. Indicate whether you are calling about a new or existing incident,
b. Enter your customer number, the last four digits of your phone number and an
extension to identify yourself,
c. Enter the prompt numbers (a two- or three-digit key) from the table that relate to your issue.
Note: After the validation process (steps 4a – 4b), you can enter the two- or three-digit key at any time. You do not have to wait for the voice prompting.
For example, if I was having trouble with a map displaying in a Web application that was running on ArcGIS Server, I could locate the ArcGIS Server table and find the issue description that matched my issue, “Issue with Map not Displaying.” I could then use the associated three-digit key, in this case “342″, when I called Esri Support to connect to the best analyst for this issue.
Note: To meet customer needs, our IVR tree needs regular updates that can be implemented at a very short notice. We will try to keep our users posted through this blog for any substantial changes. This information is current at the time of publication and is provided as a courtesy.
- Esri Support Services
Come get your support questions answered live and in-person!
As part of the Esri Showcase, Esri Support Services (ESS) analysts will be at the Esri User Conference from 9 a.m. to 6 p.m. on Tuesday and Wednesday, and from 9 a.m. to 1:30 p.m. on Thursday. Support specialists from ESS and technical experts from other Esri departments will meet with you and provide one-on-one support for your specific technical questions at the Technical Support Island.
Need to get technical with one of our experts? We will have technical experts in desktop, server, geodatabase design, customization, installation, licensing and security issues, and much more. Walk-ins are welcome, or you can schedule an appointment online using your Esri Global Account at http://esri.force.com/eventappointments to best suit your conference schedule.
This new UC Support Appointments website is designed to make scheduling your time at the Technical Support Island easy. We’ve made it effortless to register for events and schedule time to speak with support analysts, all with a click of a button. You’ll receive an e-mail confirmation, along with a calendar invite that you can save to your Microsoft Outlook client.
Additionally, there will be presentations and demonstrations to provide info on troubleshooting, tips and tricks, what’s new, and more. While you’re there, learn about ArcGIS 10.1 Beta program, online resources, premium support, and other support-related initiatives and programs. We’ll have discussions on what’s working and what can be improved in Esri Support to help us best respond to the ever-changing demands in the marketplace and give you options on the best way to resolve technical concerns.
Please come by and visit, even if you don’t have a specific question. We’d really enjoy the opportunity to meet you and learn how you’re using our software. We’ll also be tweeting throughout the week @EsriSuptInfo, so feel free to tweet us hello.
See you in San Diego!