ESRI Technical Support Procedures
Accessing ESRI Technical Support
Each campus may have two people authorized to contact ESRI Technical Support. No other people are authorized to contact ESRI directly. Unauthroized people attempting to contact ESRI tehcnical support will be directed to the CSU GIS Specialty Center.
There is a protocol to follow to obtain technical support.
First, contact the Technical Representative for your campus. These people
are listed on the campus contact page. Please communicate the following
information about your problem to them.
1) Your name
2) Your department and status (faculty/staff/student)
3) Your contact information: either a daytime phone number or email address (both are better)
4) The computer details:
- Software version (ArcINFO Desktop 9.0, ArcView 9.0)
- Standalone or concurrent use (how you access the license server)
- What operating system (Windows 2000, XP). Please specify any service packs installed, if known.
5) A brief description of the problem including the following:
- What you were trying to do (including what tool and/or extension were you using, what data sets, how data sets were derived, etc.)
- Any error messages generated. Remember that a little more information is better than too little.
If the Technical Representative can not resolve the problem, then he or she will contact ESRI or the GIS Specialty Center for you.
Note:In most cases, your campus Technical Representative is one of the
two people able to contact ESRI directly, but not in all cases. If not,
he or she should know whom on campus to contact for assistance. This information
is also given at the link provided.
Campus Technical Representatives
People authorized to contact ESRI Technical Support directly from the CSU
campuses
If you haven't received assistance following the procedures listed above, then email the same information regarding your problem to the Site License Administrator, gis@sfsu.edu. He or she will provide you with an answer, or obtain assistance from ESRI Technical Support for you.