{"id":2733672,"date":"2025-03-19T13:41:12","date_gmt":"2025-03-19T20:41:12","guid":{"rendered":"https:\/\/www.esri.com\/arcgis-blog\/?post_type=blog&p=2733672"},"modified":"2025-03-19T13:41:12","modified_gmt":"2025-03-19T20:41:12","slug":"scan-errors-esri-support-app","status":"publish","type":"blog","link":"https:\/\/www.esri.com\/arcgis-blog\/products\/arcgis\/administration\/scan-errors-esri-support-app","title":{"rendered":"Scan and Solve Error Messages in the Esri Support App"},"author":360112,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"open","ping_status":"closed","template":"","format":"standard","meta":{"_acf_changed":false,"_searchwp_excluded":""},"categories":[37501],"tags":[758311,772732,772722,769122],"industry":[],"product":[421922],"class_list":["post-2733672","blog","type-blog","status-publish","format-standard","hentry","category-administration","tag-ai","tag-esri-support-ai-chatbot","tag-esri-support-app","tag-technical-support","product-arcgis"],"acf":{"authors":[{"ID":360112,"user_firstname":"Molly","user_lastname":"Green-Hogeweg","nickname":"Molly Green-Hogeweg","user_nicename":"m-green-hogeweg","display_name":"Molly Green-Hogeweg","user_email":"m.green-hogeweg@esri.com","user_url":"","user_registered":"2024-08-12 15:47:15","user_description":"Molly is a writer and editor for support.esri.com. She\u2019s been with Esri since 2020, building self-service resources for Esri\u2019s customers. Outside the office, she refurbishes discarded furniture and reads everything she can get her hands on.","user_avatar":""}],"short_description":"Upload images of error messages to the Esri Support AI Chatbot with error scanning in the Esri Support app.","flexible_content":[{"acf_fc_layout":"content","content":"

You never know when error messages will pop up\u2014only that they will<\/em>. You might be splitting a feature in Pro when your geoprocessing tool fails, saying \u201cGeometry must intersect polylines and polygons in two or more places,<\/a>\u201d but you\u2019re certain the geometry is correct. Maybe trying to publish a service in your organization\u2019s Enterprise environment gets you \u201cInvalid SSL Certificate Found. PKIX path validation failed: java.security.cert.CertPathValidatorException. Validity check failed.<\/a>\u201d Something as simple as opening the data tab for your feature layer in ArcGIS Online might throw the ever-baffling \u201cData Error<\/a>.\u201d<\/p>\n

The Esri Support app has solutions. First, we send notifications<\/a> whenever we publish new articles that could be of use to you\u2014like the ones linked above\u2014so you have answers before you get error messages. And then there\u2019s our newest feature\u2026<\/p>\n"},{"acf_fc_layout":"kaltura","video_id":"1_p3gq0tm2\/295710302","time":false,"start":0,"stop":""},{"acf_fc_layout":"content","content":"

How Error Scanning Works<\/h2>\n

With error scanning in the Esri Support app, you can upload images of error messages to the Esri Support AI Chatbot\u2014rather than trying to explain the error and frame it as a question for the bot.<\/p>\n

In the Esri Support AI Chatbot, tap the photo icon in the text field. Choose to take a photo (as in the example below) or upload one from your photo library; either way, make sure the image isn\u2019t blurry. Finally, crop the image so that only the error message is visible.<\/p>\n"},{"acf_fc_layout":"image","image":{"ID":2733742,"id":2733742,"title":"HowToErrorScan","filename":"HowToErrorScan.png","filesize":5601743,"url":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2025\/03\/HowToErrorScan.png","link":"https:\/\/www.esri.com\/arcgis-blog\/products\/arcgis\/administration\/scan-errors-esri-support-app\/howtoerrorscan","alt":"Four screenshots from the Esri Support app demonstrating how to add and upload an error message to the chatbot","author":"360112","description":"","caption":"","name":"howtoerrorscan","status":"inherit","uploaded_to":2733672,"date":"2025-03-19 20:22:15","modified":"2025-03-19 20:22:53","menu_order":0,"mime_type":"image\/png","type":"image","subtype":"png","icon":"https:\/\/www.esri.com\/arcgis-blog\/wp-includes\/images\/media\/default.png","width":4141,"height":2126,"sizes":{"thumbnail":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2025\/03\/HowToErrorScan-213x200.png","thumbnail-width":213,"thumbnail-height":200,"medium":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2025\/03\/HowToErrorScan.png","medium-width":464,"medium-height":238,"medium_large":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2025\/03\/HowToErrorScan.png","medium_large-width":768,"medium_large-height":394,"large":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2025\/03\/HowToErrorScan.png","large-width":1920,"large-height":986,"1536x1536":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2025\/03\/HowToErrorScan-1536x789.png","1536x1536-width":1536,"1536x1536-height":789,"2048x2048":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2025\/03\/HowToErrorScan-2048x1051.png","2048x2048-width":2048,"2048x2048-height":1051,"card_image":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2025\/03\/HowToErrorScan-826x424.png","card_image-width":826,"card_image-height":424,"wide_image":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2025\/03\/HowToErrorScan-1920x986.png","wide_image-width":1920,"wide_image-height":986}},"image_position":"center","orientation":"horizontal","hyperlink":""},{"acf_fc_layout":"content","content":"

The AI will parse your error message and search our library of technical content to find solutions for the problem, which it will provide in the chat. If you need additional information, you can ask the Chatbot follow-up questions<\/a>.<\/p>\n

This is part of our ongoing effort to increase the complexity the Chatbot can handle. However, the Chatbot is still learning all our error messages. If you get an answer that doesn\u2019t solve your problem, please rely on traditional troubleshooting mechanisms.<\/p>\n

Download the App<\/h2>\n

You never know when error messages will pop up\u2014but with the Esri Support app, you\u2019ll have the tools you need to figure out why<\/em> and how to fix them.<\/p>\n

Download the app in the App Store<\/a> and on Google Play<\/a>.<\/p>\n"}],"related_articles":[{"ID":2676832,"post_author":"360112","post_date":"2025-02-10 09:59:21","post_date_gmt":"2025-02-10 17:59:21","post_content":"","post_title":"ArcGIS Online Health Notifications in the Esri Support App","post_excerpt":"","post_status":"publish","comment_status":"open","ping_status":"closed","post_password":"","post_name":"arcgis-online-health-notifications-in-the-esri-support-app","to_ping":"","pinged":"","post_modified":"2025-02-10 09:59:21","post_modified_gmt":"2025-02-10 17:59:21","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.esri.com\/arcgis-blog\/?post_type=blog&p=2676832","menu_order":0,"post_type":"blog","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":2524602,"post_author":"360112","post_date":"2024-10-08 10:30:50","post_date_gmt":"2024-10-08 17:30:50","post_content":"","post_title":"Organizational Login for the Esri Support 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17:59:35","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.esri.com\/arcgis-blog\/?post_type=blog&p=2370742","menu_order":0,"post_type":"blog","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":2170032,"post_author":"348782","post_date":"2023-11-21 09:10:30","post_date_gmt":"2023-11-21 17:10:30","post_content":"","post_title":"Triage Faster with the Esri Support AI Chatbot","post_excerpt":"","post_status":"publish","comment_status":"open","ping_status":"closed","post_password":"","post_name":"triage-faster-with-ai","to_ping":"","pinged":"","post_modified":"2024-02-14 16:31:48","post_modified_gmt":"2024-02-15 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