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Telvent's GIS Technical Support Department is committed to serving and responding to the needs of its users. We provide timely, expert support of Telvent products.

Our Support Department assists users with out-of-the-box installation and routine maintenance of our software, assistance in solving problems arising from the use of the software, and logging of defects/bugs and enhancements as submitted by the user. Assisting you in your success is our goal!

Technical Support News

3.08.2012:  Telvent technical support phone system unavailable

We are currently experiencing an outage with our phone system, both for direct calls and the support phone line. Please contact us via email or through the support portal regarding any issues. We will update this notice as soon as functionality has been restored.

Update 3/9: Our phone system has been restored for all calls.

2.27.2012:  Reminder: Tech support availability during TUG

Telvent Technical Support will not be available on February 28th, the first day of TUG, and will be onsite at the conference until March 1st. During TUG we may not be able to respond to all incoming issues, but they will all receive tickets and be assigned. Tickets can be created directly through the EBSuite portal to expedite this process. Please contact support@telvent.com if you need an EBSuite portal account.

2.2.2012:  Product lifecycle update

All ArcFM Solution 9.3 Rev2 products will be moving to "Mature" status on August 1st. Mature products are still eligible for full technical support but no longer receive patch support. Please contact support@telvent.com with any questions about this change.

2.2.2012:  Patch installation process update

Starting with ArcFM 10.0.3, our patching process has been updated to use .msp files instead of self-extracting .exes. These .msp files are more reliable to install and uninstall than the self-extracting .exes. When a new patch is released for a given ArcFM product, it will replace the previous patch entirely and include all of its functionality, including in the Programs and Features list. Patches are grouped according to their installer, so any patch that affects core ArcFM, Designer, Fiber Manager, Conduit Manager, Network Adapter, or Replication Client will replace the current ArcFM Desktop patch. ArcFM Viewer for ArcGIS Desktop and ArcFM Desktop would each get their own version of a patch should a fix affect a component used by both (e.g. gas tracing).

Patches will be listed in the Programs and Features section of the Control Panel in Windows through the Installed Updates link (see screenshot) rather than through individual patch backup folders within the ArcFM Solution directory. In Windows XP, this section is called Add or Remove Programs and the updates are listed when the "Show updates" checkbox is selected. Uninstalling the current patch on a component will roll back to the previously installed patch level.

Programs and Features list in Windows 7, with the "View installed updates" link highlighted in the top-left.

Programs and Features

Installed Updates list in Windows 7, with the most recent ArcFM Desktop patch highlighted.

Installed Updates

1.24.2012:  Tech support availability during TUG

Telvent Technical Support will not be available on February 28th, the first day of TUG, and will be onsite at the conference until March 1st. Cases submitted through the EBSuite portal or via email will be responded to on February 29th. Please contact support@telvent.com if you need an EBSuite portal account.

12.15.2011:  Upcoming holiday dates

The Telvent Fort Collins office will be closed on Dec 23rd, Dec 26th, Dec 30th, and Jan 2nd for the upcoming holidays. During these days technical support will be unavailable to respond to emails or log new tickets sent to support@telvent.com. If you would like to log a new ticket during these extended weekends, please use the EBSuite website to do so. New issues sent to the support email address will be logged during the next business day.

12.8.2011:  ArcFM Solution 10.0.3 Released

Telvent is pleased to announce the 10.0.3 release of the ArcFM Solution and 2.2 release of ArcFM Server for Silverlight. The 10.0.3 offers a number of updates to the cathodic protection tracing and management, Designer CU usage, Fiber Manager tools, Network Adapter for CIM, and a number of Responder tools. For a complete description of the problems resolved with this release, please consult What's New in 10.0.3 on the ArcFM Solution Resource Center.

06.30.2011:  ArcFM Solution 10.0.2 Released

Telvent is pleased to announce the 10.0.2 release of the ArcFM Solution and 2.1.2 release of ArcFM Server Silverlight. The 10.0.2 offers a number of updates to the Responder and Fiber Manager products, as well as other ArcFM Solution applications. For a complete description of the problems resolved with this release, please consult the Read Me files that correspond with each product.

06.20.2011:  ArcFM Solution 9.3.1 SP2 Released

Telvent is pleased to announce the 9.3.1 SP2 release of the ArcFM Solution. The 9.3.1 SP2 release resolves issues customers have discovered with the ArcFM Solution 9.3.1 SP1. It offers no new functionality, only defect resolutions. For a complete description of the problems resolved with this release, please consult the Read Me files that correspond with each product.

05.16.2011:  Support Cycle Updates for ArcFM 9.3 SP1

We will be moving ArcFM 9.3 SP1 to Mature support on Friday June 17th. After this date, no new patch requests for ArcFM 9.3 SP1 will be accepted but the version will continue to receive full technical support. If you have any questions about these upcoming changes, please feel free to contact Telvent technical support at support@telvent.com.

03.23.2011:  ArcFM Solution 10.0.1 SP1 Released

Telvent is pleased to announce the 10.0.1 SP1 release of the ArcFM Solution. The 10.0.1 SP1 release offers a number of updates to the Responder and Smart Operations Solution products, as well as other ArcFM Solution applications. In addition, ArcFM Solution 10.0.1 SP1 resolves issues customers have discovered with ArcFM Solution 10.0.1. For a complete description of the problems resolved with this release as well as to download the installation files, please consult the Read Me files that correspond with each product.

02.17.2011:  ArcFM Solution 10.0.1 Supported Versions

The Supported Versions page has been updated for 10.0.1. Select the version and product combination to view its supported software versions table. ArcFM Server 10.0.1 will be updated shortly.

01.31.2011:  ArcFM Solution 10.0.1 Released

Telvent announces the release of ArcFM Solution 10.0.1. New features are included in Designer Express, Fiber Manager, and ArcFM Server as well as adding support for ArcGIS 10.0 SP1. Responder enhancements will be included in the upcoming 10.0.1 SP1 release. Please visit our Download site to review the ReadMe files for additional details about new features and to download the 10.0.1 installers.

11.19.2010:  Changes To ArcFM Solution 10.0 Release Plans

Our plan for the past several months has been to ship ArcFM 10, a compatibility release for ArcGIS 10, in December. In addition to this compatibility release, we have also been working on a release that contains new functionality (tentatively called ArcFM 10.0.1) which is targeted for release in early 2011.

Instead of shipping two releases so close together, we have made the decision to merge the 10.0 compatibility release into our 10.0.1 release.

In addition to compatibility with ArcGIS 10, the 10.0.1 release of ArcFM will include new functionality in several products including Designer Express, ArcFM Server, Fiber Manager and Responder.

If you have any questions on this decision, please contact your account representative or support@telvent.com.

11.10.2010:  New Installer for ArcFM Replication Web 9.3.1 SP1

A new installer has been created for ArcFM Replication Web 9.3.1 SP1 to allow it to be used in environments which do not have any other ArcFM or ArcGIS components installed. This installer is available now from the product download page.

11.10.2010:  Support Cycle Updates for ArcFM 9.1 and 9.2

In January 2011, we will be retiring all 9.1 products, including both 9.1 and 9.1.2 at all service pack levels. Retired products are no longer eligible for technical support assistance. Currently 9.1 and 9.1.2 are in mature support which provides technical support assistance but no patch support.

Also starting in January 2011, all 9.2 products will be under mature support, including both 9.2 and 9.2.1 at all service pack levels. These products will continue to be eligible for full technical support assistance but no further patches will be released for these versions.

If you have any questions about these upcoming changes, please feel free to contact Telvent technical support at support@telvent.com.

09.30.2010:  ASP.NET Security Fix and Windows 7/Windows Server 2008 Updates

Micorosoft recently announced a major security vulnerability for ASP.NET. For details about this vulnerability see the following blog posts by Scott Guthrie, a Corporate Vice President in the Microsoft Developer Division which builds ASP.NET.

http://weblogs.asp.net/scottgu/archive/2010/09/18/important-asp-net-security-vulnerability.aspx

http://weblogs.asp.net/scottgu/archive/2010/09/20/frequently-asked-questions-about-the-asp-net-security-vulnerability.aspx

The patch for this issue is available now at http://www.microsoft.com/technet/security/bulletin/ms10-070.mspx. The ArcFM Server team has completed extensive testing of the workarounds above on our product and have confirmed that they do not adversely effect ArcFM Server in any way, and testing for the patch is underway now but no issues are expected (Update 10.11.10: We have completed testing on the patch for this issue and it does not cause any problems with ArcFM Server). We recommend that all customers implement the security patch as soon as possible.



We have made further updates to our documentation for the ArcFM Solution and interactions with Windows 7 and Windows Server 2008 security. If you are using any of the ArcFM Solution products on either of these operating systems, please review the ArcFM Solution and Windows 7/Windows Server 2008 document to be aware of all known issue and their solutions.

08.24.2010:  Certification Update

Telvent would like to provide the following updates to our certification plans for the ArcFM Solution:

ArcGIS 9.3.1 SP2

  • ArcGIS 9.3.1 SP2 is now supported for use with all ArcFM 9.3 Rev2, 9.3.1, and 9.3.1 SP1 products.

Windows 7

  • Windows 7 32-bit has been certified for use with ArcFM 9.3.1 and 9.3.1 SP1. Windows 7 64-bit has been certified for use with ArcFM 9.3.1 SP1.

Oracle 11g R2

  • Oracle 11g R2 is now certified for use with ArcFM 9.3.1 SP1 and supported for use with ArcFM 9.3 Rev2 and 9.3.1. Oracle 11g R2 is required for Windows 7 and Windows Server 2008 R2 compatibility.

Windows Server 2008 R2

  • Windows Server 2008 R2 64-bit is certified for use with all ArcFM 9.3.1 SP1 products, while the 32-bit version is supported for those same products. Responder Server requires ArcFM Desktop to also be installed on the server machine when running Windows Server 2008 R2 64-bit.

User Access Control

  • Our documentation regarding ArcFM interactions with User Access Control on Windows 7 and Windows Server 2008 has been updated with information regarding ArcFM 9.3.1 SP1 and issues with the Responder suite of products. If you are using ArcFM on a Windows operating system with UAC enabled, please review this documentation.

 

08.19.2010:  UserVoice Now Available

We are excited to announce some improvements in the way you provide us with product feedback and enhancement ideas.

In the past, you would send in your ideas through tech support and your account manager and they would be entered into our internal systems and considered for future development work. We've received a great deal of feedback over the years that you'd like to see your ideas in a public location and also would like to see the ideas of others in the community.

In response to this, we are excited to be launching new feedback forums at UserVoice. These forums are public to anyone in the ArcFM user community.

If you haven't used UserVoice before, the idea is simple: UserVoice is a community driven site that allows users to share ideas with each other and with Telvent. After you create an account, you will receive 10 votes that you can either spend on ideas that others have entered or you can enter your own ideas and spend your votes on them.

Here's how to register:

  • ArcFM & Extensions Forum, Server Forum and the Designer Family Forum: If you have a license for any ArcFM Products, you already have access to this forum. Simply register using your business email address at http://telvent.uservoice.com. After confirming your email address, you will be able to vote on ideas from the community or enter your own.
  • Responder Forum: This is available by invitation only. You can request access by emailing uservoice@arcfmbuzz.com.

If you have any trouble or can't see the forum after registering, just send an email to uservoice@arcfmbuzz.com and we will get it sorted out for you. If you'd like more information on registering for the site, check out our blog post:

http://arcfmbuzz.telvent-gis.com/2010/07/have-your-voice-heard-with-telvent-and-uservoice/

 

03.25.2010:  Certification Plans Update

Telvent would like to provide the following updates to our certification plans for the ArcFM Solution:

Windows 7 (32 bit only)

  • Windows 7 32 bit is certified for use with the following ArcFM Solution 9.3.1 products. It has not been backported for use with any previous releases.
    • ArcFM Desktop
    • ArcFM Viewer for ArcGIS Engine
    • Conduit Manager/Underground Facilities Manager
    • Designer
    • Designer Express
    • Designer Staker
    • Fiber Manager
    • Geodatabase Manager
    • License Manager
    • License Server
    • Network Adapter
    • Workflow Manager

Windows Server 2008 SP2 (32 and 64 bit)

  • Windows Server 2008 SP2 64 bit is certified for use with the following ArcFM Solution 9.3.1 products. The 32 bit version is supported but not certified. Neither have been backported for use with any previous releases.
    • ArcFM Desktop
    • ArcFM Viewer for ArcGIS Engine
    • Conduit Manager/Underground Facilities Manager
    • Designer
    • Designer Express
    • Designer Staker
    • Fiber Manager
    • Geodatabase Manager
    • License Manager
    • License Server
    • Network Adapter
    • Workflow Manager

SQL Server 2008

  • SQL Server 2008 is certified for use with ArcFM 9.3.1, and is supported but uncertified with ArcFM 9.3 SP1 and 9.3 Rev2.

More information on Windows 7 and Windows Server 2008, including UAC interactions, can be found in the following document: Certification Update 3.25.2010

 

03.18.2010:  Potentially Serious Bug in ArcFM and Designer

Dear Clients and Business Partners,

A potentially serious bug exists in Designer/ArcFM. Until patches are released, please see information below for a possible work around.

Description:

If a Design and Session have the same ID, when a session is either posted or deleted, the design with the matching ID has its row in the MM_HIDDEN_PACKAGES table deleted. The reverse is also occurring when a design is deleted, the session with the matching ID has its row in the MM_HIDDEN_PACKAGES table deleted. The MM_HIDDEN_PACKAGES table holds information about the design tree, structural analysis, and map extent. Please note that we believe this is the source of the design corruption that we have researched with Designer users in the past. This only affects clients who utilize both Designs (Designer) and Sessions (ArcFM) in the same environment.

Steps to reproduce:

  1. Create a design with GIS CUs and save the design. Take note of the Design ID which should correspond to the Name in MM_HIDDEN_PACKAGES.
  2. Create, edit and save a session. For this issue to be evidenced, the Session ID must match the Design ID from Step 1. If your IDs do not match, the only way to update this would be by directly modify the process tables. This action should only be performed by an administrator with detailed knowledge of the process tables, and should ensure proper operation in a test environment before applying to production.
  3. Open the session with the updated session ID and post.
  4. Open the design and check the Design tab.
  5. Note that all of the GIS features will be removed.

Actual results:

Posting a session with a Session ID that matches a designID/name in the MM_HIDDEN_PACKAGES table, results in that record getting deleted and the design tree becoming 'corrupted'.

Workaround:

Increase the SessionID sequencing number to avoid overlapping session and design IDs. For detailed instructions and consideration for increasing the SessionID sequencing number, please contact Technical Support.

Solution:

We will be fixing and patching this bug back to the following versions:

  • 9.2 SP3
  • 9.2.1
  • 9.3 SP1
  • 9.3 Rev 2
  • 9.3.1

Our goal is to start shipping these patches by Monday or Tuesday of next week.

Please contact Technical Support (support@telvent.com) if you have any questions.

 

03.05.2010:  ArcFM Server 9.3.1 Released

Telvent announces the release of ArcFM Server 9.3.1. New functionality delivered in this release includes REST and Silverlight viewers. Please visit our Download site to review the ReadMe files for additional details about new features and to download the 9.3.1 installer.

 

03.02.2010:  Knowledge Base Requirements Survey

Dear Clients and Business Partners,

In the past several months, we in the Product Team have been working hard to develop an online Knowledge Base of known issues, solutions, workarounds, FAQs, etc. We would like your feedback on the features, functionality and content you would like to see.

I would very much appreciate it if you could fill out this online Knowledge Base Requirements Survey: http://www.zoomerang.com/Survey/WEB22AAXAYGSJK

This will greatly help us to enhance the Knowledge Base and to provide the most valuable content, features and functionality to you.

Thank you very much! Please let me know if you have questions.

Ryan Flynn, Technical Support Manager, ryan.flynn@telvent.com

 

02.19.2010:  Certification Plans Update

Telvent would like to provide the following updates to our certification plans for the ArcFM Solution:

ArcGIS 9.3.1

  • ArcGIS 9.3.1 is now certifed for use with all ArcFM 9.3 Rev2 and 9.3.1 products. ArcFM 9.3.1 SP1 will also be certified for use with ArcGIS 9.3.1. ArcFM Server 9.3 Rev2 requires patch #5213 for compatibility with ArcGIS 9.3.1 and 9.3.1 SP1.

Windows Vista

  • We are not certified Windows Vista for the ArcFM Solution and have no plans to certify this environment. This will continue to be a 'best-effort' supported environment, but issues found to be caused by interaction with Windows Vista will not be resolved.

Windows 7

  • Windows 7 will be certified for use with the ArcFM Solution in the first or second quarter of 2010. This certification will only apply to 9.3.1 and 9.3.1 SP1 products and will not be backported to previous releases.

SQL Server 2008

  • SQL Server 2008 will be certified for use with the ArcFM Solution some time in the first or second quarter of 2010. This certification will only apply to 9.3.1 and 9.3.1 SP1 products and will not be backported to previous releases.

Oracle 11

  • Oracle 11 is certified for use with ArcFM 9.3.1, and is supported but uncertified with ArcFM 9.3 SP1 and 9.3 Rev2. Customers who utilize direct connections will need to update the data source of their stored items when upgrading.

Windows Server 2008 R2

  • Windows Server 2008 R2 is not currently supported for use with ArcGIS software by ESRI and so we have dropped our current plans to certify or support this environment.

 

02.04.2010:  ArcFM Solution 9.3.1 Released

Telvent announces the release of 9.3.1. New functionality delivered in this release includes Designer Express and Designer Staker. New features are also included in ArcFM, Designer, ArcFM Server, and Fiber Manager. Please visit our Download site to review the ReadMe files for additional details about new features and to download the 9.3.1 installers.

 

06.26.2009:  ArcGIS 9.3.1 Certified

ArcGIS 9.3.1 has been certified for use with the ArcFM Solution suite. Versions that are supported for use with ArcGIS 9.3.1 include ArcFM 9.3, ArcFM 9.3 SP1, and ArcFM 9.3 Rev2. One product in the solution however requires additional changes to complete certification. ArcFM Server must remain on ArcGIS Server 9.3 SP1. We are working with ESRI to complete the remaining certification items.

 

04.06.2009:  ArcFM Solution 9.3 Rev2 Released

Telvent announces the release of 9.3 Rev2. New functionality delivered in this release includes ArcFM Geodatabase Manager, which will be available in the coming weeks. New features are also included in ArcFM, ArcFM Mobile, ArcFM Server, Fiber Manager, Responder and Smart Grid Solution. Please visit our Download site to review the ReadMe files for additional detail about new features and to download the 9.3 Rev2 installers.