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Esri Support Center Feed

Getting Started with Support on My Esri

In 2014, we began My Esri as a one-stop shop for customers, a place for Esri’s global community to manage unique relationships with Esri. My Esri has grown steadily since launch, and we’re happy to announce that the site now includes support! Everything previously available on the legacy My Support site now calls My Esri home, and we’ve added some functionality, as well. Depending on your role within the organization, you can log cases, report bugs, view recent activity, and more.

There are many roles in My Esri, and this blog outlines some workflows and FAQs for of each participant: users, administrators, distributors, and Premium customers. Although we’ve segmented this post by user, the information under “For My Esri Users” contains valuable information for all.

Note: If you don’t see the Support tab in My Esri, check out this blog post.

If you’d like to know more how to use My Esri beyond what’s covered in this post, please see the Common Questions view in your Dashboard of My Esri (you must have an Esri account to view this page; see Get an Esri Account below). Additionally, you can take a tour of My Esri through the Take a Tour option.

For My Esri Users
Get an Esri Account
To use My Esri, you need an Esri account. To learn how to create an Esri account or to get account help, click here.

Connect to an Organization
You can connect to an organization through:

Requesting permissions through My Organizations > Request Permissions Contacting your administrator to invite you through token-based authentication or Contacting you administrator to directly connect your username.  

Note: You can connect to multiple organizations in My Esri; follow one of the methods above to connect to an additional organization. 

Get an Overview of Your Support Organization
For a quick snapshot of your organization’s overall support status, check out the Overview page. On this page, you can see case and bug volume, contact information, a brief overview of recent activity, and more. For further detail, visit one of the other pages: Recent Activity, Cases, Bugs, or Authorized Callers.

View Recent Activity
Through the Recent Activity subtab, users can get a snapshot of recent activity, including that of bugs and cases. For a more detailed analysis, see the pages for bugs, cases, and so forth.

View Case and Bug Information
For a more in-depth look at cases and bugs beyond what’s shown on the Recent Activity page, please visit the pages for Cases and Bugs, respectively. In these views, you can apply more filters to expedite search, view a specific activity report, and see more metadata related to the bug and/or case. 

Become an Authorized Caller
If you wish to become an authorized caller, please contact your administrator or navigate to My Organizations > Request Permissions—this will notify the administrator to determine your permissions. As an authorized caller, you can contact Esri through the phone or through My Esri.

For Administrators
Manage Authorized Callers
You can use the Authorized Callers subtab to add, edit, or delete authorized callers, as well as export the the list of authorized callers.

If you wish to add an authorized caller who is already part of your organization, navigate to the Authorized Caller page, and click the Add Caller button to elect an authorized caller.

For Distributors

Access the Staff Tools Menu
As a distributor, you can review and manage permissions requests for customers with valid or invalid customer numbers. Additionally, you can find a list of all users who are connected to the organization.

Note: All international users will be labeled as invalid, as these users are not shown the customer number field when submitting a request.

Unless you’re a distributor on Global Support, the Support feature set in My Esri is disabled by default. Once you subscribe to Global Support, you should submit a request to the My Esri team to enable the Support feature set.  

Note: If you are an authorized caller or administrator from a distributor and you wish to request a case or initiate a chat for a child organization, a representative from that child organization must become an authorized caller.

Thanks again for your patience and feedback as we tailor your online support experience on this new platform—your efforts further embolden support on My Esri! If you’d like to send us additional questions or comments about Support on My Esri, please click the feedback link found at the bottom of each page on My Esri, or leave a comment on this post.

Megan S. – Online Support Resources


Original author: Megan


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Getting to Know Esri Support: Brian C.

In keeping with tradition, we want to introduce you to another member of Esri Support Services, Brian C.  We talked to Brian about what he’s interested in, what hooked him on GIS, and what he likes about being in Support here in sunny Redlands, California. Keep an eye out for Brian at this year’s User Conference!

So Brian, how were you introduced to GIS and what grabbed your attention?

From a very young age, I was always fascinated by maps and would try to pinpoint where we were on family road trips. Later at the University of Akron, I was working towards a Secondary Education degree with a focus on History while enrolled in an Intro to Geography class. The professor talked about fields that utilized a degree in geography and mentioned GIS. I stayed after class and discussed it further with him. At the time, I was completely unaware that GIS existed, or that the University of Akron offered a degree program for it. The real draw for me was that I could learn to create maps similar to those I used growing up in Boy Scouts and on road trips. The following semester, I enrolled in a class about maps and map reading, as well as an Intro to GIS class. Midway through the first part of that semester, I made the decision to change my major, and I’ve never looked back.

What’s your current role at Esri?

I’m a Desktop Support Analyst. I primarily support ArcGIS for Desktop, ArcGIS Online, and raster technologies.

What’s the coolest thing about working for Esri?

Working with our customers. Everytime the phone rings, you get to see a different issue and possibly learn something new. Additionally, it’s really interesting to see how our customers are applying GIS to meet the needs of their organization.

Where are you from originally, and what do you like about living in Redlands? What do you miss about home?

I was born in Topeka, Kansas, but if you ask me where I’m from, I would say the South (Alabama and Georgia) and Northeast Ohio. While I was growing up, my family moved a fair amount, but I spent my most impressionable years in the South and in Ohio. My favorite thing about Redlands is its proximity to the outdoor activities I enjoy. In less than an hour’s drive, I can be deep in the mountains or completely lost in Joshua Tree National Park. The thing I miss the most about home would be the seasons. Being able to watch the leaves change and the snow fall were always my favorite times of the year.

If you could wake up tomorrow anywhere in the world, where would that be and why?

The Himalayas. Ever since I was a child, I have loved the mountains, and I would love to explore the regions that are home to some of the tallest mountains on the planet.

Some day, Brian, some day… thanks for your time!

Julia L. – Desktop Group Lead

Original author: Julia L


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ASP Online Ranks Esri as a Top Ten Support Website of 2016

Association of Support Professionals logoASP, the Association of Support Professionals, is commonly recognized as the most reputable and non-biased technical support website evaluation and ranking organization in the industry.

In preparation for the redesign of our own support website, Esri’s Online Support Resources team has been working with the ASP for over six years, gleaning years of best practices from other award-winning technical support websites. It has been one of our team’s goals to submit our own website for this year’s competition. Our new Support website was launched last month on May 26th, and the evaluation results for the Top Ten were announced last week.

It is our pleasure to announce that this year, Esri’s technical support website has been awarded by the ASP one of 2016′s Top Ten Support websites. For this competition, the ASP appoints five experienced judges, who develop and maintain support websites, to evaluate industry websites in 25 different categories. Though the ASP ranks the Top Ten technical support websites, they segment this list into three categories. Large companies (five companies with over 1 billion dollars in revenue), mid-sized companies (four companies whose revenues range from 100 million to 999 million), and small companies (one company whose revenue is under 100 million dollars).

In the “Large Company” category, Esri was ranked in the top five best websites of the year. All other award winners in this category are recognized industry leaders and household names.

Large Company (over $1 billion)
- Cisco
- Dell Software
- Esri
- Red Hat
- Symantec

Medium Sized Company ($100 million to $999 million)
- Jive
- Blackbaud
- Nutanix

Small Company (under $100 million)
- Tricentis

Award winners in previous years include Microsoft, Adobe, Intel, IBM, McAfee, HP, Juniper Networks, Oracle, Nokia, SAS, EMC, and more. Please note that all other winners in this year’s large company category are considerably larger than Esri.

We are always driven to provide our customers and partners with the best support experience possible, whether it is online, over the phone, or in person – and this is certainly another milestone along accomplishing and sustaining these goals and aspirations.

For more information about the ASP Best Web Support Sites competition, please visit their website.

Michael Kim – Director of International Support

Original author: Greg Lehner


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Web Maps Must Be Updated if Using Styles that Adjust Symbol Size Automatically Based on Bap Scale

This blog pertains to web maps and layer items that have both of these characteristics:

Web maps and layers authored with ArcGIS Online prior to the June 2016 update. Contains polygon layers that are styled using Smart Mapping tools to adjust symbol size and/or outline width automatically based on scale

Smart Mapping tools allow you to select between various methods for using attribute values to drive the size of marker symbols when mapping data associated with polygons. You can specify a concrete size range for the symbols, or use automatic sizing so that they are optimized for the initial map zoom level and will automatically adjust so they look better across more zoom levels. We discovered an issue when using the automatic sizing option where the size of each symbol was being incorrectly represented in the web map with pixel values rather than point values (points are the correct unit of measure according to the web map specification). The ArcGIS API for JavaScript was also using pixel values. The result was inconsistent sizing between ArcGIS clients.

You also have the ability to automatically adjust the width of the outline of the polygon based on the current scale. Automatic sizing of polygon outline widths were also being represented using pixels rather than points.

Starting with the June update of ArcGIS Online, sizing values will be correctly represented using points which will enable marker sizing in web maps to be displayed consistently in all ArcGIS clients. The ArcGIS API 3.17 for JavaScript was also updated to use point values rather than pixels. While this update resolves the inconsistencies with auto sizing values going forward, it also means that web maps that were created before the June 2016 update of Online will have marker symbols and polygon outline widths that appear 1.3 times larger than the initial sizes you saw when originally authoring your map.

Example map with automatic sizing before the update            

Example map with automatic sizing after the update

What can you do if your web map was affected by this update?

If you created a web map or layer item in Online prior to the June update with layer styles that take advantage of automatic sizing based on scale, we recommend that you reauthor your web map. This process will resave your web map with the correct sizing values for consistent display in all ArcGIS clients. Here are the steps to reauthor your web map:

Open your web map or layer item Click on “Change Style” in the layer menu for the polygon layer(s) that use automatic sizing of symbols. Note: You might want to write down the options you have selected so that you can easily reselect them in step 4. Select a different style for your symbols than you originally had selected and click “Done.” Click “Change Style” again on the same layer and reselect the original styling options you had, and click “Done.” Any options that were configured within the original style must be reconfigured. Save your web map or layer item. Your web map will now have size represented using point values.

For information on changing the style of your web map or layer item, see this help topic.

Note: this issue also occurs in web maps and layers that were created in Portal for ArcGIS and will be addressed in Portal for ArcGIS version 10.5. This article will be updated once a solution is available.

Julie Powell
Technical Product Manager, ArcGIS API for JavaScript

Original author: Artemis F.


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The New – 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

If you’re not sure where to go, you can click Knowledge Base or Downloads in the gray navigation bar. These pages show a full list of all Esri software products. Clicking the named link of any product takes you to the information page of the latest release of that product.

Product Categorization

It’s helpful to click on a specific page to get information about only your product, but sometimes you need more. If you want to go deeper, there is a list of drop-down menus for each Product page that can be selected, changed, and reset; they’ll automatically take away any results from the list that don’t apply to your conditions. If your product version isn’t 10.4, simply click the Version drop-down and change this to the version of the product that you’re working with.

Issue Product Categories

Still not good enough? There are other tools available for you to use when searching the website. You may see it blurred in the background above, but there are additional filters that can be used to narrow your search. Of course, you can still filter by content type, but we have created new filters for ‘Product Categories’ and ‘Product Sub-Categories,’ which match the six product groups above.

These filters may not immediately be available, but once they are, they will become especially useful if you are looking for documentation on a ‘niche’ product and version, service packs, web help, bug reports … anything, really.

Product Information Tabs

And yes! Some of the product information that is most important to you is organized such that you don’t have to click through links and download PDF files to find the information you need. The blue ’tabs’ you see when you choose a product provide direct links to any support information available for your product and version.

Overview – Provides a link to the specified product and version’s blog site, web help home page, latest downloads, technical articles, product life cycle, and related GeoNet discussions. Solution Finder – This specialized search tool allows you to ‘drill down’ into our knowledge base and find information based on the issue topic. Knowledge Base – Any technical articles or white papers for your specific product and version are listed and available here. Downloads – Any downloads, service packs, patches, or updates for your product can be found here. Clicking the ‘Subscribe’ button that appears will allow you to subscribe to this list, and you will be informed when new downloads are released. Product Support – Displays the product’s support lifecycle, system requirements, and additional product information. Visit Web Help - Takes you to the product (and version)’s Web Help page. Ask on GeoNet – Takes you to the product’s GeoNet (Esri Community forums) page.

Solution Finder: Issue Topics Index

If you’re working on a specific task, such as building a network or geocoding addresses, or maybe you’re just trying to get that feature service up into ArcGIS Online, you may want to try using our Issue Topics index tree, located inside the Solution Finder tool. Its organization is built around what you are trying to do, or what you were doing when you started having problems or needing answers to your questions.

Click one of the drop-downs (see image above) to view the subset of topics available. For example, if you wanted to build a 50-meter buffer around a feature class containing polylines, click “Analysis” (‘Buffer’ is an analytic tool) and select ‘Buffering.’

We hope you enjoy the new redesign of this site. Please contact Support Services by using the Feedback form located at the bottom of the front page, or call us at +1-888-377-4575. Thank you!

Gregory L. – Online Support Resources

Original author: Greg Lehner


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