Monthly Archives: March 2010

Redesigned ESRI Support Websites will be Launched Soon

Many of you are probably familiar with the look and feel of the ESRI Support Center website at Later this week, the ESRI Support website will be getting a much needed facelift with a new look and feel to bring it more in-line with other ESRI websites.

The new Support gateway will highlight all the ways you can contact ESRI Technical Support for help. It will be Search-centric and more tightly coupled with the Resource Centers. It will provide all of the information that is relevant to you on a daily basis such as announcements, common issues and support resources. We will also be showcasing some new community-oriented features, some of which will roll out this week and others that will be implemented by the middle of July 2010.

Much of the content you are used to seeing on the Support website such as, Knowledge Base articles, White Papers, System Requirements and Web Help are now going to be published within the Resource Centers ( Because of this change, we want to give you a heads up that any existing links or bookmarks that you have to the ESRI Support website will have changed, and you will need to search for the content on the new website. We suggest making a list of the knowledge base (kb) articles you have bookmarked or reference regularly. For the time being, it is most effective to use the new URL and article ID number to find your kb articles. For example, if you have a link to a specific knowledge base article, copy the article ID number into the new URL (as shown below) to find your content.

Mike H., Program Manager
User Advocacy Group, ESRI Support Services

Mike H., Program Manager
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Grassroots Data Uploads… join the movement!

Have you ever used an online base map only to find out that the street you live on is missing, or you notice out-of-date aerial photos still show the King Dome in Seattle? Then consider joining the Community Maps Program brought to you by the ArcGIS Online Team. This program allows you to upload your more accurate local data, so it can be integrated into the ArcGIS Online base maps!

For more information, please view the following link: Community Maps Program.

See you soon.

- Andrew S., Server Development Tech Lead – User Advocacy Group, ESRI Support Services

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Announcing New Features on the ESRI Support Request Web Form

ESRI logo

As many of our users may have already noticed, ESRI has recently revamped the way that we initiate support incidents via email with our users. These changes have been made to enable you to better access and communicate with our Support Analysts in situations where an email may be better to describe an issue.

By utilizing the new Support Request Web Form located on ESRI’s Support Center Web site, our aim is to enable you access to the appropriate Support Analyst more quickly, so they may begin troubleshooting procedures with a clear picture of the behavior you are encountering and the environment in which you are working.

With your assistance, this may be accomplished with a detailed and comprehensive snapshot of your issue:

Assessment Panel dialog box

In addition to a descriptive recap of what you are encountering within the ‘Assessment Panel’ (shown above) of the Web form, the ‘Product Support’ portion (shown below) ensures that your inquiry is routed to an ESRI Support Analyst best suited for your situation.

Product Support dialog box

We understand that it can be frustrating to answer the same group of configuration questions every time you call a technical support analyst.

Don’t you wish you could just pass all of your configuration information to an ESRI Support Analyst and get to the meat of your issue much faster?

Well, with the new ESRI Support Request Form’s ability to create and save System Configuration Profiles, you can!

What operating system are you working on? Just set it and forget it.

What programming language are you developing with? Just set it and forget it.

Which RDBMS are you using? Just set it and forget it.

Which Web Server are you …well, you get the picture.

system config dialog box
The above example displays a local utilities profile for their development machine which they have named “Springfield Dev”

We encourage our users to create as many profiles as are needed to communicate the various environments you work within every day. This way, when an incident is logged using the Web form, you can simply select the Profile Name that applies to your current situation to help Support Analysts begin assisting you immediately.

Finally, the ability to attach screenshots, error logs, word documents, as well as sample datasets in a ZIP file may all be included for immediate action on your issue. This enables you to upload up to 70 MB of data so that we are able to more closely identify with your issue.

ZIP attachment dialog box

It is our hope here at ESRI Support Services that you take advantage of these new methods of incident logging, so we are better able to support you in your work and, as a result, help you to be more productive and successful.

- Jon D., Geodata Support Analyst, ESRI Support Services

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Latest Release of ArcGIS Explorer Now Available!

We are pleased to announce that the latest release of ArcGIS Explorer is available for download. Among the many improvements and fixes introduced with this release are a new Analysis Gallery that allows easy access to geoprocessing services from ArcGIS Explorer, improved basemaps provide the latest updates from ArcGIS Online, and Symbol Management is now easier with the Symbol Gallery. These are just some of the great new features and functions in this latest release. Check out the ArcGIS Explorer blog for more details about these improvements and others.

Here are a few tips from ESRI Support Services for a successful installation:

  • Remember to uninstall version 900 before installing version 1200.

  • Visit the system requirements page to make sure your desktop can run the software.

  • If you have ArcIMS, ArcGIS Server, or ArcGIS Server Image extension on your machine, stop these programs and services before installing ArcGIS Explorer.

  • Internet Explorer 7.0 or higher is required to install ArcGIS Explorer.

As always we wish you happy mapping and appreciate all your feedback.

- Andrew S., Server Development Tech Lead - User Advocacy Group, ESRI Support Services
- Emeline R., Support Analyst – ArcGIS Server Group, ESRI Support Services
- Collin W., SCN Blog Content Manager, ESRI Support Services

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    Do you know what version of ArcSDE you are using?

    ESRI logo

    This is Jon D. with ESRI Support Services Geodata Unit. I have a question for you: What version of ArcSDE are you using? The question seems simple enough; however, you may be surprised how often the answer is incorrect or unknown.

    ArcSDE can be thought of as two separate entities:

    • The repository that is created within your database during the post installation process

    • The ArcSDE binaries that are located on the machine that ArcSDE is installed on and that are located in %SDEHOME% – this is also the portion of the installation that enables SDE command line scripts to be run and that contains the DLL files necessary for application service connections.

    The initial installation of ArcSDE creates the SDEHOME, which houses the SDE binaries and DLL files on your machine. The post install is necessary to set up or upgrade your geodatabase to the release that has been installed. This process may be run through the command line or the Post Install Wizard any time a new release or service pack is installed on your server. When in doubt of whether or not you have upgraded your geodatabase, there are a few ways to determine which version of ArcSDE is being used:

    • Within your ArcSDE respository is a table named “VERSION” that contains the major and minor release and the build of the ArcSDE repository in which you are working. An ESRI Support Analyst can work with you to determine which release of the software you are using with the information stated above.

      • You can query which version is being used within your geodatabase by using the following: “Select * from sde.version; (or sde.sde_version if using SQL Server”.

    • The Patchfinder utility can help to determine which releases, service packs, and patches you have installed. This will indicate the version of ArcSDE you have installed, which you can then compare with the release your geodatabase is using.

    Keep in mind it can never hurt to re-run the Post Install Wizard if you are unsure as to whether the geodatabase has been upgraded. (Just be sure that no users are connected at the time.) This action will automatically apply the latest releases of the software installed.

    We always want you to have the most up-to-date functionality available! Also, ESRI Support Services is always here to help you in figuring out the version of software you are using or for any other issues you many run into when using our software.

    I encourage you to ask questions or leave comments in the comments section. NOTE: You must be logged into your ESRI Global Account to leave comments.

    - Jon D., Geodata Support Analyst, ESRI Support Services

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