Enterprise 11.3 Print Service Fails in Experience Builder

Question

Hi everyone!

I have a print widget in experience builder failing to print in Microsoft Edge. The strange thing is that it works when you use Google Chrome or incognito mode in Microsoft Edge. The server that runs the print service states the error message below in the logs when the failed print requests occur. This occurs for both the Esri print service that is installed with Enterprise and a custom print service I created with custom map templates.

"Error executing tool. Export Web Map: Failed to create layer from service"

If anyone has experience dealing with this, please share what your solutions were! I mean, having folks use a different browser or incognito are workarounds, but if there is something I'm missing to fix this so you can use experience builder printing anywhere would be great.

Thank you!!

Also, this looks to be a bug from a bit ago and this is a post I found regarding it:

Previous Post: Portal Print Service Doesn't Work Unless Feature S... - Esri Community

JonM32 · Answer

@David_McRitchie Good news, I have a better idea of why it wasn't working in specific web browsers! At the beginning of this week, it stopped working again and I went through your checklist above to see if anything would help. I published from ArcGIS Pro 3.3.x to Enterprise 11.3, so I was OK there. And then tried printing from the map with different layers turned on to see which ones would work.

What I found was that I had a long list of layers that would print and then another list that wouldn't print in Microsoft Edge (the main browser I use at work). However, when testing in Google Chrome, all layers printed and the print service never failed. Same thing happened when I tried printing in Microsoft Edge Incognito mode. So, I decided to clear my browser history and cookies in Microsoft Edge, which fixed the print service issue completely and now the map prints fine from Experience Builder.

I'm not sure what gets saved in Edge over time that was blocking the print service, whether it was in the cookies or history, but I suppose this is the solution (deleting the cookies and history in the web browser) for the issue. Have you ever heard of this happening before?

Thanks for the support!

D_McRitchie · Answer

Hey Jon,

Ah no thats difficult when it becomes intermittent, hopefully we are closer to sorting this now.

If you bought anything from Esri UK then absolutely you can raise a case and feel free to ask for me, I can own it pending availability. Otherwise happy to assist on Community.

From your last comment a few things come to mind. If we published a new print service could we check what version of ArcGIS Pro it came from? Geoprocessing compatibility is important with print services as the Export Web Map task geoprocessing tool has seen a few changes in the more recent 3.x releases of ArcGIS Pro.

Publishing to a new server folder could mean the print service is in a folder it does not have read/write permissions to. I would recommend running the Configure ArcGIS Server Service account utility from the list of Windows Programs on the Enterprise/Server box as this will reset the appropriate permissions.

If things break again I would try printing from an empty web map as requests for layers can still be made if they are present within the Web Map but not visible.

If the print service seemingly fixed itself then could be a case that your IS/IT team have perhaps changed something that might impact this? Looking at any recent changes to the ArcGIS Server Service account that coincide with this working and not working might provide the answer.

Please let me know how you get on, hope you have a lovely weekend 😊

David

JonM32 · Answer

Update:

It's working this morning! So, I'm not sure what happen but hopefully it stays this way. I'll give an update in a week or so and if the print service fails again, I'll let you know.