Monthly Archives: September 2010

ArcGIS 10 Desktop File Menu Performance Patch is now available

The ArcGIS 10 Desktop File Menu Performance Patch is now available for download on The download URL is

This patch addresses delays encountered when opening the ArcMap ‘File’ menu when connected to the Internet using some proxy servers. For more details about the issues addressed with this patch, see the following link: Issues Addressed with this Patch.

Esri apologizes for any inconvenience this may have caused you. If you have any issues installing the patch, please contact Esri Support Services.

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Using the Esri FTP site to send data to Support Services

At times, it is necessary to send your data to Esri Support Services for further testing. For files that are larger than 2MB, there is the option to use a File Transfer Protocol (FTP) site. An FTP allows files to be transferred using a network.

Your Support Analyst can provide you with the FTP site address along with login credentials. Once you have this information, follow the steps below to upload your data.

Directions to upload to the Esri FTP site using Windows Explorer:

  1. Zip the data to be uploaded.

  2. Go to the FTP site using Windows Explorer by typing the FTP address into the address bar.

  3. Go to File > Login As…

  4. Enter the login credentials provide by your Support Analyst.

  5. Browse to the pub/incoming/(incident#) folder. If the incident folder has not yet been created, you can optionally create one here in the pub/incoming directory. (It is not necessary to include the pound sign (#) in the folder name. Just enter the 6-digit incident number.)

  6. Upload the file(s) here.

  7. When the upload has completed or if you encounter any issues with the upload, send an e-mail to the Support Analyst with whom you are working.

You can optionally create a readme text file with a description of the files/folders uploaded and include that in the folder.

It is important to note that the data is deleted from the FTP two days after it is uploaded. Keep this in mind when notifying the Support Analyst.

Other clients for accessing the Esri FTP
Also, Windows Explorer is one of the most common ways to upload data to the Esri FTP site, but Internet Explorer (IE6, IE7, and IE8) or FireFox 3.x are also valid options. There are size limitations imposed when using a Web browser to upload to an FTP site – IE6 has 2GB file limit and IE7 has a 4GB limit ( Size limits have been removed with IE8. In some circumstances, where the data is large or there is unstable network connection, transferring data from within a Web browser or Windows Explorer may fail. In these circumstances, you can use a free FTP upload client, such as Filezilla, which has built-in reconnection options.

If you cannot upload your data or choose not to place it on Esri’s secure FTP server, there are other options available for sending data – Support will accept physical media such as a DVD, USB thumb, or an external hard drive.

Understanding the process of using the Esri FTP site will enable us to get your data more quickly for testing and will allow us to work towards a resolution in an efficient manner.

- Timothy H., Support Analyst – Desktop Group, Esri Support Services – Charlotte, NC

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What’s coming in ArcGIS 10.0 Service Pack 1 – List of Targeted Issues

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It’s getting close to that time again…

We now have the list of targeted issues that are planned to be available in ArcGIS 10.0 Service Pack 1 (SP1) for all products.

ArcGIS 10.0 Service Pack 1 Announcement

SP1 is planned to be available in Late October/Early November 2010. This list is subject to change at any time, and Esri will continue to add additional items. We are providing this list early, so you can plan within your organization for the upcoming service pack and decide when it makes the most sense to deploy it.

If you have feedback about this list, please post in the appropriate technology forum at If there are enhancements that you would like to see in future Esri Service Packs or releases, please post them on the ArcGIS Ideas site:


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

Mike H., Program Manager
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What’s New in ArcGIS 10?

Need help getting started with ArcGIS 10?

See what’s available online:

- Web Services team – Esri Support Services

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Free ArcGIS 10 Deployment Training for the International User Community

The version of the deployment training seminar, ArcGIS 10 Deployment: Download, Installation, and Authorization (Non-US), for the international user community is now available.

The Deployment Training Seminar will help you with ArcGIS 10 in the following areas:

  • Installing ArcGIS Desktop

  • ArcGIS 10 Authorization

  • ArcGIS 10 Deployment Best Practices

The Deployment Training Seminar (Non-US) is available through the Esri Training Web site at the following URL:

We here at Esri Support Services hope these videos are informative and help you in deploying ArcGIS 10.

NOTE: An Esri Global Account is required. The content and videos are for Non-US customers. If you are looking for the videos and content for the US user community, please see the following blog post for further information and links to the videos and content: Free ArcGIS Deployment Training.

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Free ArcGIS 10 Deployment Training

Have you been struggling with downloading, installing or authorizing your ArcGIS 10 software? If so, there is now a Deployment Training Seminar available online to help you with all the various stages of deployment for ArcGIS 10!

The following is a list of the series the ‘how-to’ videos that are currently available:

  • ArcGIS 10 Deployment Quick Tour

  • Customer Care Site: Software Management

  • Customer Care EDN

  • ArcGIS 10 Download Management

  • Installing ArcGIS Desktop

  • ArcGIS 10 Authorization

  • ArcGIS 10 Deployment Best Practices

The videos are 10-30 minutes long and are available through the Esri Training Web site.

We here at Esri Support Services hope these videos are informative and help you in deploying ArcGIS 10.

NOTE: An Esri Global Account is required. The content and videos are for US customers. If you are looking for the videos and content for the international user community, please see the following blog post: Free ArcGIS 10 Deployment Training for the International User Community.

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Support has Summer Interns

Esri Support Services has had several summer interns that decided to cool off by working inside the air conditioning, instead of lying by the pool this summer. While they are here working in Esri Support Services, they have been given the opportunity to learn the ropes of a career in supporting GIS software and to build on their existing GIS knowledge by participating in a 12 week internship program.

Within Esri Support Services, this year’s interns have come from a wide variety of backgrounds including computer science, GIS, geography, engineering, business, and English. Depending on their focus in their studies, we placed the interns in a role that was best suited for them. So, they may be working as a Support Analyst, within the business department, or on the Support Documentation team. Each intern is provided a mentor to work closely with during their time in Esri Support Services. After initial training and onboarding, the interns took the reins with tasks involving:

  • contributing to online forums

  • testing software/hardware issues

  • helping to assist analysts on technical work with customers

  • documenting technical issues through authoring knowledge base articles

  • submitting software defects/enhancements

Additionally, Support Services’ interns have listened in on support calls with analysts and attended weekly team meetings to get a feel for the collaborative environment of Esri Support Services.

We thought you’d like to hear straight from the horse’s mouth to find out more about the interns’ experiences throughout their time and the work they did in Support Services, so we’ve included some blurbs below.

Kevin Burke participated in the summer internship program on the Desktop team in the Redlands, CA Support Services department. He is a recent graduate from California Polytechnic University-Pomona with a degree in Civil Engineering and a minor in Business Management. Within Civil Engineering, he focused in Geospatial Engineering, which focused on courses that dealt with spatial data, surveying, and mapping.

“My internship here at Esri has been a great experience. Upon arriving I was intimidated; however, I quickly learned and became well-versed and comfortable both in working with the software and communicating with other employees. Everyone has been extremely helpful and always welcomed any questions or concerns that I may have had. So, these are the reasons why working for Esri has been both fun and rewarding.”

Freddie Gibson participated in the summer internship program on the Desktop team in the Redlands, CA Support Services department. He is a recent graduate of the University of Arkansas at Monticello with a degree in Spatial Information Systems with a GIS emphasis and Computer Information Systems.

“I have learned a lot at Esri. At Esri, the sky is the limit when it comes to learning. For every product supported by Esri, there are people or resources available to get you started on any topic. Every employee is willing to teach you everything they know in the hopes that it will make you a better person for both yourself and the company.
During my time here, I’ve had plenty of conversations with some of the staff about various topics. As a result of my workspace being next to Margaret Maher, author of “Lining Up Data in ArcGIS”, I know that I’ll leave with an above average understanding of projections. Also, with the many conversions I’ve had with the other members of the Desktop Team, I know that I’ll leave Esri with a better sense of how to fix my own workflows and any other incidents that I’ll have throughout my GIS career.“

As summer is quickly coming to an end, many interns are wrapping up their 12 week programs and saying farewell to the colleagues they’ve met during their time in Support. With a successful turn out and many opportunities gained this summer, by both interns and support staff, we plan on continuing the participation in the Esri Summer Internship Program in the future!

- Melissa J., Geodata team Support Analyst, Esri Support Services – Charlotte, NC

My experiences as an intern within the Esri Support Services Documentation group

For the first time, the Esri Support Services Documentation group has a team of summer interns working with them to gain a better understanding of documentation within Support, the software products and what they do, and Esri in general. As they continue to work with us and gain more knowledge about the company and the software, they are also working on projects within a variety of documentation platforms covering different products and issues. Michael has finished his 12 week internship, so his time with us has come to an end. So, on his way out, he wanted to share some of his experiences here with you. We hope you enjoy hearing about Support Services and the Documentation group from an intern’s perspective. Happy reading!

- Collin W., Support Services Blog Content Manager – Esri Support Services

My name is Michael Wee, and this summer I was an intern within the Esri Support Services Documentation group. Throughout the course of my internship, I was able to gain a wealth of experience by being involved in a wide variety of projects and tasks. I was able to better my understanding of how the documentation group at a software company works and also how the Support Services department functions as a whole.

Right away, I began to work closely with the copy editors of the team. They helped me adapt to the work environment very quickly and taught me about their jobs, such as maintaining the knowledge base articles. Whenever I had a question, they were always willing to sit down and help resolve any problems or issues I was having at the time.

One important aspect of documentation I learned about was the knowledge base articles. These articles are the backbone of Esri’s Online Technical Support, and their maintenance is absolutely crucial in delivering answers to customers’ questions. Most people tend to take for granted the documents they find online in a company’s help section of their Web site. What I saw, however, was the process for pushing these articles out to the Web. From skilled analysts who are able to find time out of their busy schedules of helping customers, to the copy editors who make sure the articles are properly formatted and grammatically correct, to myself attempting to author articles out of the most straightforward of incidents, I can safely say that I no longer take a company’s support documents for granted.

Another form of documentation and online resource I helped with was the site. This wiki was launched in November of 2009 and is ever-evolving. As the content continues to grow, it is shaping up to be a quality resource for GIS users and those who are curious about GIS in general. While working with the wiki, I learned about the processes involved with building a wiki page from scratch. I helped seed pages that did not previously exist, and with the help of the technical writers in the documentation group, I also edited pages to make them pertain more to GIS. An example of a wiki page I helped to make more GIS-centric is the Visual Basic page on

While I was given exposure to documentation, I was also called upon to help within other areas of the Esri Support Services. What interested me the most was testing the ‘My Support’ tool for incident management. This tool allows customers to keep track of their incidents online without having to call in to the company. It gives customers a quick status update while reducing the overall call volume.

What was interesting about the testing the ‘My Support’ tool was finding the bugs. It was also fascinating to see the turn-around time for fixing the bugs I’d identified. They were a big issue one day, and non-existent in a matter of 24 hours. Finding even one bug made me feel like I was helping to solve real issues and help produce a sturdy support tool that would help both customers and the company.

At the end of this internship, I feel like I can look back and see tangible results of my work at Esri. I have written a couple of pages in the wiki, drafted a couple of knowledge base articles, and helped launch a major online tool that went live less than a week ago. Best of all, with these articles that I have written, I feel that I am helping real people solve real problems.

- Michael W., Summer Intern – Esri Support Services Documentation group

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    Microsoft planning system maintenance on Bing Maps Sept. 10 & 11

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    Attention ArcGIS Users who utilize Microsoft Bing Map services through ArcGIS Online.

    Microsoft has scheduled maintenance on the Bing Maps Platform being performed on September 10th and 11th, 2010.  Services should not be impacted by this maintenance, but if you experience any issues please let Esri Technical Support know or send a notification directly to Microsoft at

    Andrew S. – Server Development Technical Lead
    User Advocacy Group, Esri Support Services

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    Does the Trimble® GPScorrect™ extension for Esri ArcPad software (v3.13, 3.10, 3.02) work with ArcPad 10 release?

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    The current release of Trimble® GPScorrect™ does not work with ArcPad 10.

    Trimble® is working on a new version of Trimble® GPScorrect™ for ArcPad 10 and a new version of Trimble® GPS Analyst™ for ArcGIS 10. Esri is working with Trimble to continue to support customers who post-process their GPS data using Esri and Trimble® applications.

    Customers who have purchased ArcPad 10 with a Trimble® device and need to post-process their data with GPScorrect™ can download ArcPad 8.0. ArcPad 8.0 is supported with GPScorrect v2.42 and later.

    Contact Esri’s Customer Service to obtain a valid ArcPad 8.0 registration code.

    We apologize for any inconvenience this may have caused.

    - Denise K., User Advocacy Group Tech Lead – Esri Support Services

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    What’s new in 10: Integrating Military Analyst and MOLE extensions with ArcGIS

    With the release of ArcGIS 10, Military Analyst and MOLE extensions are now integrated with ArcGIS (i.e., most of the functionality is now native to ArcGIS). The following migration document provides information about accomplishing your tasks using this integration: Migrating from Military Analyst and MOLE.

    One of the new functionalities is that military features can be added to your map using feature templates. Feature templates let you quickly add multiple similar features to a map one after another. You can also create your own feature templates. Feature templates let you focus on adding features, instead of concerning yourself with which layer is selected or which layer a feature must go in due to ArcGIS layer-type requirements. Feature templates are stored in map documents as layer packages. The following Web Help document provides you with further information about the above functionality: Adding military features to a map.

    At ArcGIS 10, geodetic features that are spatially accurate can be created in any projection. You should use a geodetic feature if you are creating a feature that spans a large distance. The Web Help document, Creating geodetic features, can provide you with more information about this functionality.

    At ArcGIS 10, there is now support for the Military Grid Reference System (MGRS), which is provided in the following three ways:

    1. Through the MGRS location installed in ArcGIS

    2. Through the Units button that exists on various tools

    3. In the data frame units display drop down list

    The following Web help provides more detailed information about the provided support: Support for MGRS in ArcGIS.

    At ArcGIS 10, additional geoprocessing tools are provided. These additional tools have a defense focus:

    • Bearing Distance to Line

    • Table to Ellipse

    • XY to Line

    • Convert Coordinate Notation

    • Add Rasters to Mosaic Dataset

    We hope these new features help you to be more efficient and successful in using ArcGIS 10.

    Please leave any comments in the comment section below this blog post. NOTE: You must be logged in to your Esri Global Account to leave comments.

    - Ajit M., Group Lead – Geodata Unit, Esri Support Services

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