Episode 117 – Troubleshoot Like the Pros
What separates a quick fix from hours of frustration? Often, it's the way you approach the problem. In this episode of Geographical Thinking, host Michelle Brake sits down with Esri Canada Customer Support consultants Sara Pancheri and Lorraine Hamel to explore how experienced support professionals diagnose issues, identify patterns and guide customers toward solutions.
Whether you’re trying to decipher cryptic error messages or collect the right troubleshooting information, you’ll benefit from Sara and Lorraine’s practical advice and learn how to work through challenges more efficiently. Along the way, Michelle’s guests also offer a behind-the-scenes look at what happens when a support case lands on their desks and what makes a support request truly effective.
Whether you're working with ArcGIS Pro, ArcGIS Online or ArcGIS Enterprise, this conversation is packed with actionable tips, troubleshooting best practices and expert insights to help you get the most out of your GIS technology.
Looking for resources on what we discussed in today’s podcast? Check them out below!
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Customer Support Overview: Learn about Esri Canada’s Customer Support services, including technical assistance, case management and access to support experts who can help resolve software and workflow challenges.
Esri Canada ArcGIS Resource Centre: Explore a collection of support resources, including documentation, knowledge base articles, training materials, troubleshooting tools and user communities designed to help you find answers quickly.
ArcGIS Documentation: Access official ArcGIS product documentation, including how-to guides, best practices, reference materials and release-specific information for the ArcGIS ecosystem.
Troubleshooting performance issues in ArcGIS Online: Learn common causes of ArcGIS Online performance issues and discover practical steps for identifying bottlenecks, improving responsiveness and determining when additional support may be needed.
Submit HAR debug files: This guide explains how to collect and submit HAR (HTTP Archive) files, which capture browser network activity and can help support analysts diagnose ArcGIS Online and web application issues more effectively.
