1. Tech Support Tips and Tricks: ArcGIS for Desktop
Jacob Lias & Rebecca Richman

2. ArcGIS for Desktop Tips n Tricks
Purpose: Give you the tools to approach troubleshooting issues in ArcGIS for Desktop
Ask basic questions
Troubleshooting Workflow
Steps to take before calling Tech Support ?
Tech Support Tips and Tricks: ArcGIS for Desktop UC 2016

3. Basic Questions

4. Basic Questions: Gather the facts
1. When did the issue first occur?
2. Who is experiencing the issue?
3. What environment is the issue occurring in?
4. What is the workflow that preceded the issue?
5. Has anything changed?
6. What is the user trying to do?
Tech Support Tips and Tricks: ArcGIS for Desktop UC 2016

5. Troubleshooting Workflow

6. Troubleshooting workflow
Do you meet the system requirements?
Does ArcMap
open?
Is the issue MXD specific?
MXD Troubleshooting
Yes
Yes
Yes No No No
Evaluate
Hardware
Software/Install Troubleshooting
Is the issue layer specific?
Layer Troubleshooting
Yes No No
Is the issue
location specific?
Location Troubleshooting
Yes
Tech Support Tips and Tricks: ArcGIS for Desktop UC 2016

7. MXD Troubleshooting Yes Yes Yes No No No Yes No Yes No
Do you meet the system requirements?
Does ArcMap
open?
Is the issue MXD specific?
MXD Troubleshooting
Yes
Yes
Yes No No No
Evaluate
Hardware
Software/Install Troubleshooting
Is the issue layer specific?
Layer Troubleshooting
Yes No
Is the issue
location specific?
Location Troubleshooting
Yes No
Tech Support Tips and Tricks: ArcGIS for Desktop UC 2016

8. MXD Troubleshooting Problem Areas: Troubleshooting steps:
Does not open
Workflow errors or behavior unique to MXD
Troubleshooting steps:
Drag and drop layers to new MXD
MXD Doctor
Try to open in different Windows Profile/Machine
If successful see Location Troubleshooting
Tech Support Tips and Tricks: ArcGIS for Desktop UC 2016

9. Layer Troubleshooting
Do you meet the system requirements?
Does ArcMap
open?
Is the issue MXD specific?
MXD Troubleshooting
Yes
Yes
Yes No No No
Evaluate
Hardware
Software/Install Troubleshooting
Is the issue layer specific?
Layer Troubleshooting
Yes No
Is the issue
location specific?
Location Troubleshooting
Yes No
Tech Support Tips and Tricks: ArcGIS for Desktop UC 2016

10. Layer Troubleshooting
Problem Areas:
Drawing/display
Editing
Geoprocessing / Models / Scripts
Troubleshooting Steps
Projection
Export to a different format
Check and repair geometry
Check tool usage
Break apart models and scripts and run tools manually
Tech Support Tips and Tricks: ArcGIS for Desktop UC 2016

11. Location Troubleshooting
Do you meet the system requirements?
Does ArcMap
open?
Is the issue MXD specific?
MXD Troubleshooting
Yes
Yes
Yes No No No
Evaluate
Hardware
Software/Install Troubleshooting
Is the issue layer specific?
Layer Troubleshooting
Yes No
Is the issue
location specific?
Location Troubleshooting
Yes No
Tech Support Tips and Tricks: ArcGIS for Desktop UC 2016

12. Online Content and Services
Location
Desktop
Web
Device
Server
Online Content and Services
Problem Areas:
Network
Workspace
Profile/Machine
Troubleshooting Steps
Move data to new location/ workspace
Different Windows Profile
Work with IT if unique to profile
Permissions
Tech Support Tips and Tricks: ArcGIS for Desktop UC 2016

13. Software Troubleshooting
Do you meet the system requirements?
Does ArcMap
open?
Is the issue MXD specific?
MXD Troubleshooting
Yes
Yes
Yes No No No
Evaluate
Hardware
Software/Install Troubleshooting
Is the issue layer specific?
Layer Troubleshooting
Yes No No
Is the issue
location specific?
Location Troubleshooting
Yes No
Tech Support Tips and Tricks: ArcGIS for Desktop UC 2016

14. Install/Software Problem Areas: Troubleshooting Steps Bad install
Corrupt software files
Previous versions
3rd Party software
Troubleshooting Steps
Rename Esri folders
Repair Software
Third party Software
Uninstall/Re-install
Call Tech Support!
Tech Support Tips and Tricks: ArcGIS for Desktop UC 2016

15. Before calling Tech Support

16. Steps to take before calling Tech Support -> Common Resources
Desktop Resources (Documentation)
Technical Articles
GeoNet
Tech Support Tips and Tricks: ArcGIS for Desktop UC 2016

17. Resource Examples: Resources and Documentation
Adding x,y coordinate data as a layer
Repairing broken data links
ArcGIS Tutorials
Formatting a table in Microsoft Excel for use in ArcGIS
Tech Support Tips and Tricks: ArcGIS for Desktop UC 2016

18. Resource Examples: Blogs and Technical Articles
Basemap Troubleshooting
Slow Performance Troubleshooting
HowTo:  Identify the spatial reference, projection, or coordinate system of data
HowTo:  Set up a Business Analyst Online or Community Analyst free trial
Tech Support Tips and Tricks: ArcGIS for Desktop UC 2016

19. Resource Examples: GeoNet
ArcMap 10.4 in Windows 7 64-bit
Stacking labels with Python code in ArcGIS
Prevent point symbols from rotating with data frame rotation
Tech Support Tips and Tricks: ArcGIS for Desktop UC 2016

20. What’s next? Software version License level Synopsis of the issue
What to have ready when logging a case with Technical Support
Software version
License level
Synopsis of the issue
What’s my issue in a nutshell?
Detailed workflow
Error messages
Test data
Tech Support Tips and Tricks: ArcGIS for Desktop UC 2016

21. The Take Away Message Ask Basic Questions
Narrow the issue down using iterative workflow
Mxd, data/layers, location, software installation?
Test with different mxd, different data, different locations
Ask for help!
Google
GeoNet
-Esri Technical Support
Tech Support Tips and Tricks: ArcGIS for Desktop UC 2016

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23. Questions?
Tech Support Tips and Tricks: ArcGIS for Desktop UC 2016