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Esri Support Center Feed

How To Escalate A Defect

If your support case is attached to an existing defect or has been diagnosed as a new defect with our software and it is adversely affecting your business, you can escalate the defect through for additional consideration in upcoming releases.

To escalate a defect, follow the steps below.

1. Go to the My Esri Site and log in using your Esri Account.

2. Click on the ‘My Organizations’ tab and pull up the organization associated with your customer number. Then click the ‘Support’ tab.

3. On the Support homepage, click the Bugs icon.

Note:  You must be an authorized caller and member of the organization in My Esri. This account must be linked to your Customer Number to view cases and bugs.

4. Notice that you can see all the defects and their status submitted or attached to your cases on your behalf. You can search, sort or even export a list of defects using the options shown. Click the specific Defect ID that you want to escalate.

5.  On the bottom of the bug details page, click “Escalate”.

6.  Complete the Escalation form. Include the number of people affected and a business justification that explains the impact of this bug to your company. You can also add any attachment you want to share.

Important: Critical production issues affecting all users should be reported to your Account Management team. If you are a member of Esri Premium Support or an International Distributor please contact your Technical Account Manager.

7. Click the Escalate Bug button.

You will receive an automated email serving as a record of your escalation request.

Note: These instructions apply to U.S. customers who are current on maintenance. For International customers, contact your local distributor.

Esri Support Services Team

Original author: Julia Guard

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© Esri

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How To Escalate A Defect

If your support case is attached to an existing defect or has been diagnosed as a new defect with our software and it is adversely affecting your business, you can escalate the defect through for additional consideration in upcoming releases.

A defect can only be escalated if the following conditions are met:

Your organization must have active software maintenance The defect has not already been escalated by another user within your organization.

To escalate a defect, follow the steps below.

1. Go to the My Esri Site and log in using your Esri Account.

2. Click on the ‘My Organizations’ tab and pull up the organization associated with your customer number. Then click the ‘Support’ tab.

3. On the Support homepage, click the Bugs icon.

Note:  You must be an authorized caller and member of the organization in My Esri. This account must be linked to your Customer Number to view cases and bugs.

4. Notice that you can see all the defects and their status submitted or attached to your cases on your behalf. You can search, sort or even export a list of defects using the options shown. Click the specific Defect ID that you want to escalate.

5.  On the bottom of the bug details page, click “Escalate”.

6.  Complete the Escalation form. Include the number of people affected and a business justification that explains the impact of this bug to your company. You can also add any attachment you want to share.

Important: Defects leading to critical production issues should be reported to your Account Management team. If you are a member of Esri Premium Support or an International Distributor please contact your Technical Account Manager.

7. Click the Escalate Bug button.

You will receive an automated email serving as a record of your escalation request.

Note: These instructions apply to U.S. customers who are current on maintenance. For International customers, contact your local distributor.

Esri Support Services Team

Original author: Julia Guard

Copyright

© Esri

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Updating Your Enterprise Geodatabase License Just Got Easier

With the release of ArcGIS 10.4 comes a brand new geoprocessing tool that allows you to update your enterprise geodatabase license efficiently through ArcGIS for Desktop. The Update Enterprise Geodatabase License tool is now included in the Geodatabase Administration toolset in the Data Management toolbox.

In previous versions, you may have attempted to connect to your enterprise geodatabase, only to receive an invalid or missing ArcGIS Server license error, such as the following:

In ArcGIS 10.4, you can use the new geoprocessing tool that allows you to update your license file, and you can even incorporate the tool into a Python script to automate the process of updating your file, as long as you have a valid license file on hand. You can even schedule the Python script to run at certain intervals using your operating system’s scheduling application.

Check out the help documentation on this new tool, and I’ll throw in the link to obtain a valid Authorization File tool, just for fun:

Julia L. – Geodata Support Analyst

This entry was posted in Announcements, ArcGIS for Desktop, ArcSDE, Geodatabase, Uncategorized and tagged , , , , , , . Bookmark the permalink.
Original author: Julia L

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© Esri

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Updating Your Enterprise Geodatabase License Just Got Easier

With the release of ArcGIS 10.4 comes a brand new geoprocessing tool that allows you to update your enterprise geodatabase license efficiently through ArcGIS for Desktop. The Update Enterprise Geodatabase License tool is now included in the Geodatabase Administration toolset in the Data Management toolbox.

In previous versions, you may have attempted to connect to your enterprise geodatabase, only to receive an invalid or missing ArcGIS Server license error, such as the following:

In ArcGIS 10.4, you can use the new geoprocessing tool that allows you to update your license file, and you can even incorporate the tool into a Python script to automate the process of updating your file, as long as you have a valid license file on hand. You can even schedule the Python script to run at certain intervals using your operating system’s scheduling application.

Check out the help documentation on this new tool, and I’ll throw in the link to obtain a valid Authorization File tool, just for fun:

Julia L. – Geodata Support Analyst

This entry was posted in Announcements, ArcGIS for Desktop, ArcSDE, Geodatabase, Uncategorized and tagged , , , , , , . Bookmark the permalink.
Original author: Julia L

Copyright

© Esri

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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.

Since we get a lot of different Python-related calls in Support, I’ve collected the six most common requests into the scenarios below. Use these scenarios to help you decide which workflow applies to your current problem.

1. You’re getting started with Python for the first time and aren’t sure how to start learning it.

You’re in luck! I wrote a blog about this very problem about a year ago! That blog contains tutorials that help anyone learn to code in Python and links to many free online resources–these resources are organized by learning styles, so there’s something for everyone.

Seven easy ways to start learning Python and ArcPy

2. Your script returns the error message: “ImportError: No module named arcpy.”

This is the most frequent issue Esri Support encounters when troubleshooting ArcPy. The error message is produced when the ArcPy site package is installed incorrectly, but it’s very easy to fix. There are a number of causes that can interplay to produce this error, so it is best to refer to Knowledge Base article 43846, Problem: Unable to import arcpy, for more details when troubleshooting this type of issue.

If that article doesn’t provide a solution, I recommend speaking with your IT team to determine if there’s any reason to expect that you wouldn’t have full read or write permissions to the directories you’re accessing. If you’re working on a remote machine, attempt to troubleshoot directly on the machine installed with ArcGIS for Desktop.

3. The script you wrote works everywhere except in the Windows Task Scheduler.

Since Esri didn’t create the Windows Task Scheduler (WTS), this is a tricky one to troubleshoot with Esri Support. However, the Knowledge Base article, Windows Task Scheduler will not run a Python script, will help you verify whether the issue is with the WTS, the Python installation, or your script.

4. You want to start creating a script, or you have started creating a script and need to move forward, but are getting stuck.

In this case, you’ve got a goal in mind, you can make it work without Python, but you need to code. Where do you go? The most important step is verifying that you have a desirable outcome in mind. With a goal in mind, you can break your problem down into logical steps.

For example, let’s say you want to write a script that will clip one feature to another. First, try it in ArcMap. Does your data give you the expected results? Are you positive that this is the workflow you need? If so, then it’s time to review the documentation for the Clip tool and get the Python syntax that helps you do this. Check out the ArcGIS for Desktop Help page for this information, conveniently found here:
Clip Tool Reference

Notice that the Syntax section tells you the name of the ArcPy function associated with the Geoprocessing tool, as well as the parameters needed (plus optional parameters) to make the function run properly. Keep an eye on those data types– they can be tricky sometimes!

The Code Sample section is very useful for those of us who like to learn by example, so take a look at that section before you start coding; it may help demonstrate how to use the function even better than the Syntax section.

5. Your script is not producing the expected results, and/or you suspect an ArcPy function is causing a problem.

I see this problem all the time, and I’ve come up with a solution that never fails to solve it. The following steps should help you learn more about the source of the issue.

a. Whether you’re getting an error message, or your output is incorrect, you’ll benefit from isolating the code that is causing a problem. Make a script that demonstrates the “smallest testable case”.

b. Troubleshooting a single ArcPy function is a lot easier than troubleshooting a 2,000-line script. Put the suspected function into its own .py file (and maybe even create some small test data), and verify that you’re getting the expected output from that function.

c. Add some other code, if needed, but don’t forget that the purpose of this test is to isolate the issue down to a single line in your larger script. Any problem can be simplified, and taking a step back, instead of pushing forward, will save you a lot of debug time.

6. Your code is not working, and you feel comfortable using Python to isolate the issue.

Here are some more advanced tips for troubleshooting your script:

a. Test the function both in and out of the ArcMap or ArcCatalog Python console. This will indicate whether or not an integrated development environment (IDE) is properly accessing the Python.exe file installed with ArcGIS for Desktop. ArcMap and ArcCatalog should always be able to run ArcPy functions. If these programs cannot run ArcPy functions, a reinstallation might be necessary.

b. Test the function with different data. This indicates whether the issue is data-specific or not.

c. Check the online documentation specific to the version of ArcGIS for Desktop you are using. With each new release, some updates are made to the ArcPy site package that change the behavior of ArcPy’s functions.

d. If you suspect that a function is incorrectly written, run the function in ArcMap or ArcCatalog, and use the Geoprocessing Results window to copy the Python version of that geoprocessing tool into the Windows Clipboard. Paste the results into your favorite IDE, and compare your code to the Esri-made Python snippet. It might be a little messier than your code, but comparing the two could give you a hint as to where the problem can be found.

I hope that helps! Remember, coding is a skill, and it can be really confusing sometimes. Be patient with yourself, and you’ll soon have all these troubleshooting steps integrated into each script-writing session you embark upon. Don’t be afraid to search the internet for solutions that others have come up with, and of course, feel free to give us a call here at Esri Support if you are current on maintenance. Good luck, and happy coding!

Andrew O. – Desktop Support Analyst

Original author: a_ortego

Copyright

© Esri

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