Frequently asked questions about error reporting

Error reports are sent directly to the Esri development team via a Web service. These reports will be analyzed and the software improved so that similar errors do not occur in future releases (or service packs).

If the Web service is not available, the error report can be sent via e-mail to [e-mail].

The following are frequently asked questions about error reporting.

Will the Esri development team contact me?

There are cases when Esri would like more information about an issue. If this happens and you have provided your contact information, you may be contacted. However, you are not required to provide additional information; participation is optional.

Can I get a hot fix for an error?

Esri will not provide a hot fix for an error that occurs without repeatable steps. If you are encountering an issue that causes a fatal application error and there are reproducible steps, you should contact Esri Technical Support to have this issue reviewed.

Will Esri provide summaries of where the errors are occurring?

Esri will analyze the incoming error reports and identify areas of the software where errors are occurring. If identical errors are found in certain areas, the fixes will be moved into service packs.

Will I be contacted about the status of my error report?

No. At this time, there are no plans to contact users about the status of their error reports.

Can I contact Support about the status of my error report?

No. Esri Technical Support does not provide the status of error reporting.

Do crashes in all Esri products generate error reports?

No. Beginning with ArcGIS 9.3, these error reports are created for all ArcGIS Desktop applications and extensions. Beginning with ArcGIS 10, ArcGIS Server also provides error reporting. Esri will look to providing similar reporting facilities for its other products in future releases.