Issue link: https://resources.esri.ca/i/747795
Using either the phone or Web, you can log an incident with Esri Canada Technical Support. Please be prepared to provide the following information: • your Esri Canada customer number • the phone number and email address where you can be reached • the version of the software you are using • the version of the operating system you are using • the database you are using, if applicable • a description of what you were doing when the problem occurred • the exact wording of any error message that appears • any steps you have taken to attempt to solve the problem When reporting a problem to Esri Canada Technical Support, you will be asked to provide detailed information about the issue you are encountering and the impact to your systems. Each request or question reported to Esri Canada Technical Support by any method (e.g., Web, phone, email) is logged and assigned an incident number. This unique identifier allows you and the Esri Canada support analyst to track the incident until the problem is resolved. It's important to request and record this number for reference in the event you want to check the status of the incident. Before Logging an Incident To help resolve your problem most efficiently, please follow these steps before you contact Esri Canada Technical Support. 1. Verify that the problem is related to Esri software (i.e., the problem results in an Esri software error message). The problem could be with the database, hardware, or network software, in which case you will need to contact that vendor. If necessary, Esri Canada Technical Support will work with you and the other vendor to track down the problem. 2. Attempt to reproduce the problem to ensure that it isn't just a simple error or misstep. 3. Determine whether the problem occurs on one, more than one, or all your workstations/servers. 4. Determine whether the problem is specific to one, more than one, or all of your datasets. 5. Determine whether the problem occurs randomly or consistently. 6. If the problem is reproducible, check to see if any changes have recently taken place in your computing environment that might be responsible for the problem: • version of the product, database, OS, network software, etc. • client or server components • server configuration • security settings • other Logging an Incident