ArcGIS Desktop Support

System Requirements
The primary set of system requirements for ArcGIS Desktop are documented and should be referenced here: http://resources.arcgis.com/content/arcgisdesktop/10.0/arcgis-desktop-system-requirements

ActiveX
Historically, ActiveX has proven to be a pathway through which threats can enter a system from an outside source such as a website. The basis being that an ActiveX library is sent from the web server to the client, then run locally potentially exposing the client to malicious code. For this reason, ActiveX controls in some organizations may be prohibited.

ArcGIS Desktop makes use of ActiveX controls to render GUIs. If these are disallowed by the OS (Start > Control Panel > Internet Options) then ArcMap will cease to function, or cease to function correctly.

Organizations that restrict the use of ActiveX, may be able to run ArcMap by "Trusting" ArcMap.exe (Adding "about:security_ArcMap.exe" to "Trusted Sites" in Internet Options.) This will allow ArcMap to fully leverage the ActiveX features it needs, while controlling the overall exposure a system has to ActiveX.

ArcGIS User Profile
The ArcGIS User Profile for ArcGIS Desktop is located here:
 * Windows 2003 (XP):      C:\Documents and Settings\username\Application Data\ESRI
 * Windows 2008 (Vista/7): C:\Users\username\AppData\Roaming\ESRI

Managing the above profile is one of the primary concerns organizations have when the begin to explore managing User Data since this contains the ArcGIS Desktop application configuration (toolbars, custom interface, default map documents).

Re-locating the ArcGIS User Profile
The ArcGIS User Profile is located within the "AppData" location specified by the OS which can be found at the following Registry Endpoint:

[HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Explorer\Shell Folders] "AppData"="C:\\Documents and Settings\\greg6007\\Application Data"

Since the above value is based within HKCU (HKEY_CURRENT_USER) it is user specific and must be controlled by Group Policy: http://i.technet.microsoft.com/dynimg/IC182282.gif

''For more detals on how to accomplish this see: http://technet.microsoft.com/en-us/library/cc766489(WS.10).aspx'' > Folder Redirection in Windows Vista

Known Issues with Non-Local/Roaming User Profiles
Support commonly receives compliants that ArcGIS Desktop performance degrades significantly when roaming profiles are used. This is not an ArcGIS specific issue but a known problem with all efforts to remotely host user profiles and user data. Each organization must carefully consider the pros and cons of supporting non-local user profiles and user data and determine the best path for their needs and their infrastructure capabilities; for help with infrastructure evaluation and scaling, contact Esri Professional Services.

Support Stance Regarding Non-Local/Roaming User Profile Configuration
Esri does not take an official stance regarding support of Non-Local/Roaming User Profiles however since such configurations are not part of the standard sanity testing process they are not officially certified. The expectation (and the proven fact is) that Non-Default/Roaming profiles do function with ArcGIS, provided Microsoft best practices are followed (http://technet.microsoft.com/en-us/library/cc766489(WS.10).aspx).

In the event that an ArcGIS problem is reported which involves or relates to a Non-Local/Roaming User Profile, Esri Support may request the organization test the behavior with a local profile. If the local profile does not exhibit the problem found with the Non-Local/Roaming profile, Esri Support will advise the organization to pursue one of the following solutions:
 * Seek assistance from their IT staff to resolve the problem
 * Use Local profiles
 * Pursue a consultation through Esri Professional Services - Implementation Services

Soft Crashes

 * 1) Locate the crash dump here: (Windows 7/2008 Server) C:\Users\ \AppData\Roaming\ESRI\ErrorReports (XP/2003 Server) C:\Documents and Settings\\Application Data\ESRI\ErrorReports
 * 2) Go to the Crash Dump Doctor (Esri Internal) site.
 * 3) Upload the Crash Dump.
 * 4) Every Crash Dump has a CR Number.
 * 5) If a CR has been exported to Nimbus, this can be seen from the Doctor page liked to | QA Monitor (Esri Internal).

Hard Crashes (or Crashes to which a Crash Dump isn't Useful)
Hard crashes are ArcGIS Desktop software crashes that occur at a level below the ArcGIS Software itself. Rarely are these issues a problem with ArcGIS Desktop but instead a problem with OS (Operating System), Hardware, Registry Corruption, etc.

How to Support a Hard Crash
If a customer reports a Hard Crash, one that does not generate a crash dump (above), the first step is to try to reproduce the crash in house using the same data and/or workflow. If the issue is reproducible in house, a bug should be logged against the specific dataset or workflow that causes the hard crash.

If the hard crash cannot be reproduced, the issue is at a level far below the ArcGIS Software stack. The best advice Esri can offer in these cases is (in order of severity):
 * Try an Administrator Level Account
 * Try a Local Windows Profile Account
 * Repair the ArcGIS Software
 * Re-install the ArcGIS Software
 * Re-install the .NET Framework (version applicable to product such as 3.5.1 for ArcGIS Desktop 10)
 * Re-install MSXML 4
 * Seek help from IT department
 * Consider re-imaging the machine
 * Consider replacing the machine

Symptoms
ArcCatalog crashes and produces a crash dump on startup, however ArcMap starts and operates fine along with the Catalog window in ArcMap.

Cause
Production Mapping 10 is installed on the machine. Production Mapping is a solution developed by the services group and includes applications like Data Reviewer, Workflow Manager, etc. This version requires ArcGIS Desktop 10 to be installed so it should be removed prior to installing ArcGIS 10.1.

Solution
Uninstall Production Mapping 10 from the machine.

Symptoms
When the search window is undocked and moved around the screen the application freezes and sometimes crashes.

Cause
Internet Explorer 9 is installed on the machine. This issue occured at version 10.0 but was more difficult to recreate and is documented in NIM072258.

Solution
Until the bug is resolved, uninstall IE9 and use IE8 instead.

Licensing

 * Field Guide to Esri Licensing
 * Glossary of Esri Software Licensing Terms