Tag Archives: troubleshooting

WWTSD (What Would Tech Support Do?) Part II: Data-specific Issues

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This blog post is part II of the WWTSD blog series from Esri Support Services. Click here to view the first part in the series: WWTSD (What Would Tech Support Do?) Part I. Have you ever attempted to run a geoprocessing tool, … Continue reading

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WWTSD (What Would Tech Support Do?) Part I

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Tips for figuring out what’s going on when things aren’t working in ArcMap For part II in the WWTSD series regarding data-specific issues in ArcMap, click here. Have ever you called Esri Support Services (ESS) with one question and the analyst asks you … Continue reading

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Screenshots for Better Troubleshooting

We often ask for or receive screenshots from users when they call for help. As the old saying goes, “A picture is worth a thousand words.” When that picture is clear and readable, it is worth even more!

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Top 10 Tips for Troubleshooting Model Builder

Using Model Builder? Looking for some quick troubleshooting tips? Try these in the order they’re listed below. You can use these to document the steps you take, and if a tech support call becomes necessary, you’ll have a better understanding of what may or may not be causing the problem.

1. Isolate the Geoprocessing tool you believe to be causing the error.

  • Run the stand-alone tool outside the model. Does it work with the same inputs and outputs?

2. Isolate a section of the model that is causing the error.

  • Create a new model and rebuild the troublesome section to determine if isolating a string of processes helps clarify the issue being faced. Continue reading
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Troubleshooting Slow Performance in ArcGIS for Desktop

A common question that I see in Desktop Support is “Why is ArcMap performing so slowly?” This can be a particularly tricky question as the answer depends on so many factors. For some, the answer is related to having a DEM with ½ centimeter accuracy turned on for the entire contiguous U.S., along with parcels, hydrology, streets network, and land use data for an entire county, with a 50% transparency set to each layer. Of course this example is an exaggeration, but it is true that we (myself included) expect our computers to handle whatever we throw at them and still get optimal performance. While the solution to the question can sometimes be to reduce the amount of layers ArcMap needs to draw, there can be times where the analyses that we are running are completely reasonable and the performance that we are experiencing is not. Here are several troubleshooting steps that resolve a lot of performance related issues that I see in Desktop Support.

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ArcIMS – Troubleshooting Tips

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.

  1. 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.

  2. 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.

  3. 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?

  4. 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.

  5. 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.

  6. 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

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Tips for Customers Dealing with SDK Incidents

Hi there, my name is Kaushik M.; I work as an SDK Support analyst with ESRI Support Services.

Within the SDK team, Support analysts often request sample codes, data, and projects for common reasons such as understanding workflows, troubleshooting codes or reproducing issues from you, the user community. I wanted to share some basic and simple tips related to this that may help you receive a faster resolution.

  1. In a majority of the cases, sending a sample code, test project, or test data that can be used ‘as provided’ with little modification to reproduce the issue helps us. A clear test case allows a Support analyst to set up a test environment much faster and without spending a lot of time gathering resources. Plus, a problem could be specific to anything such as code, workflow, data, a project file or the softwarehardware environment, so having these resources provided to us is invaluable.

  2. Sometimes automated workflows are long. In many cases, customers do an excellent job of finding a code segment responsible for erroneous behavior. In such cases, sending a succinct version of only the code that is required to reproduce the issue helps an analyst better understand where the issue is happening and why.

  3. If a code sample provided uses user-defined classes, methods, functions and/or variables, then their source codes and/or declarations should also be provided. This makes troubleshooting easier and closely comparable to the user’s environment; sometimes errors are related to user-defined components.

  4. If a programmatic workflow is possible to replicate using ‘out of the box’ tools, then it often helps to test it using standard tools and comparing the outputs or behaviors. This usually helps determine if the issue is related to the custom code, workflow or source data.

  5. If any new discoveries or changes with respect to the incident are noted after an incident is opened, updating the Support analyst is important. This helps in determining any future direction for further troubleshooting.

- Kaushik M., Support analyst, SDK Group, ESRI Support Services

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