Tag Archives: ESRI Support Services

The New Support.esri.com – Product Pages

The new Support website provides a variety of tools and resources to help you find answers to your questions and solutions for your technical issues. If you are just looking for general help information, the site includes multiple channels to guide you to important reference materials. If you are looking for more specific information related to a certain product and version, the Support’s new product pages are designed to only show you the content that is relevant for your ArcGIS deployment.

Find Information for Your Product

On the Support home page, the “blue blocks” represent the six product areas that Esri serves, and you can click any of the links in those blocks if you see your product. These same six categories are also accessible from anywhere on the website from the Products drop-down menu in the navigation bar.

  • Desktop – ArcGIS for Desktop (ArcCatalog, ArcMap, ArcGIS Pro, etc.), industry focused extensions, and data and workflow extensions.
  • Server – ArcGIS for Server, Portal for ArcGIS, server extensions, and more
  • Online – ArcGIS Online
  • Developers – ArcGIS Engine, Runtime SDKs, Web APIs, and more
  • Apps – “ArcGIS/Esri Maps for X” series, ArcPad, Explorer for ArcGIS, Collector for ArcGIS, other mobile / web apps, etc.
  • More Products - Business Analyst, Esri CityEngine, ArcGIS for Local/State Government, legacy products, and everything else Continue reading
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A Non-programmer’s Guide to Troubleshooting ArcPy

My name is Andrew–you can call me Drew–and I’m a Desktop Support Analyst with Esri Support Services. If you’ve ever called us to talk about a Python issue, you’ve probably spoken to me! I get a lot of positive feedback from the people I speak with about troubleshooting Python scripts, and I’d like to share the most popular advice I have to give. Whether you’re learning to code for the first time, or just getting started with the ArcPy site package, these tips and tricks should help you get your script back on track and closer to completion. Continue reading

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Support Services at the Esri Developer Summit: March 7-11, 2016

Are you going to the Esri Developer Summit this year? Are you hoping to run into one of your favorite Technical Support Analysts to get some special assistance? Come see us at the GIS Technical Support Island (TSI). Continue reading

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FAQ: Why can’t I access the Support tab in My Esri?

Are you unable to view the Support tab in My Esri? Can you see the Support tab, but not the buttons for Request Case or Chat with an Analyst? We can help. Continue reading

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Product Mapping for the New Request Case Web Form

New Esri Support Product Mapping

Esri Support has launched an updated version of the Support Request Form, now known as the Request Case web form. You can access the Request Case web form from the Esri Support website home page by clicking the Support Request … Continue reading

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Call Esri Support! We’ve Changed the Way Our Call Routing Works

Okay, so call routing can get frustrating – we’ve all been there. Maybe you’ve called a customer service hotline and you feel like you have to press a thousand buttons just to get to a person. Maybe you’ve missed the menu items but there’s no option to repeat them, so you have to hang up and start all over. Maybe you skip calling entirely because getting through an organization’s call routing system requires a full day off work and a long hot bath afterwards just to recover from the experience. Whatever the issue, we hear you, and we want your experience with Esri Support to be the best it can be.

That’s why we’re happy to announce we have enhanced the Support call routing system!

The motivation behind this is simple: we want call routing to be quicker, easier, and more purpose-driven. So we simplified things – previously, we had a long list of options that sometimes had you frantically pressing “0″ out of sheer confusion or frustration. Realizing that the number and range of options was the issue, we drastically reduced the number of selections to 20 based on those most frequently chosen. View the diagram below to see how the phone tree will work starting next week. Continue reading

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Women in Esri Support

In 2014, Dr. Linda Loubert from Morgan State University put together a crowd-sourced Story Map of women in GIS to celebrate Women’s History Month and to highlight the number of women working in GIS professions. The Story Map, “Women in GIS: Helping Map a Better World,” has over 50,000 views and contains thousands of data points representing women across the globe who work with GIS in various sectors. Continue reading

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Support Services at the Esri Developer Summit: March 9 – 12, 2015


The Esri Support Services team will be at the 2015 Esri Developer Summit, and we will be offering appointments for your technical questions. Specialists in all areas of Esri software will be available to assist with your questions. Users attending the … Continue reading

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Smart debugging for Android and iOS applications

ArcGIS Runtime SDK for Android and for iOS allows developers to consume different kinds of awesome services from ArcGIS for Server. However, when debugging a mobile application, sometimes it is difficult to determine if the issue comes from the service or from the application. Setting up the server and making it send an HTTP response for a test can be a lot of work. But what if we can stop time and make a “fake” response? Continue reading

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Changes to Engaging with Esri Support


Over this coming holiday weekend, Support Services is migrating to a new customer relationship management application. To support this effort, we will be closing for the day at 3:00 PM PST on Friday, August 29th, and will resume normal business … Continue reading

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