 Guidelines
for Obtaining Technical Support
Under our site license agreement with ESRI and
Leica, each CSU campus may designate two people eligible to
contact ESRI or Leica Technical support. Those two people
are the only ones who may call or email ESRI or Leica Tech
Support directly.
For San Francisco State University, the two
designated people are Barry Nickel, the Associate Director
of the IGISc, and the GIS Specialist of the IGISc. To receive
technical assistance, please email Barry at bnickel@sfsu.edu
or the GIS Specialist at igisc@sfsu.edu
with the information below. As an alternate, the Site License
Administrator (currently Debra Dwyer), is someone who may
contact ESRI or Leica Technical Support for any CSU campus.
Located at SFSU, she is also a resource for SFSU people wishing
to obtain technical support. The email address for Debra at
the CSU GIS Specialty Center is gis@sfsu.edu.
Regardless of whom you contact for technical
support from ESRI, please provide all of the following information
in your request for support. Missing information will delay
the resolution process.
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 software version (ArcINFO Desktop 8.3, ArcView
8.2, standalone or concurrent use [accessing the license server],
ERDAS Imagine 8.7, etc.) you are using and on what platform
(Windows 2000, XP). Please specify any service packs installed,
if known. If any of this information is unknown to you, please
state in which lab you were working. If you are faculty and
the issue is on your office PC, please let us know the contact
information for the people who maintain your machine (ex.
Vincent Cheung, BSS Computing, phone # or email).
5) A brief description of the problem including the
following:
- What you were trying to do (including if applicable 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.
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