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Just had confirmation from Esri UK that the following bugs have been raised: Defect #: BUG-000184015 Synopsis : ArcGIS Enterprise 11.5 Custom print layouts with service layer credits fail to print sketch layers when used in ArcGIS Online. Defect #: BUG-000184021 Synopsis : ArcGIS Enterprise 11.5 custom print services fail to print text sketch elements when used in ArcGIS Online. They have also stated that the issue could not be reproduced in a print service published to ArcGIS Enterprise v12, so that may be an option if you are willing/able to upgrade.
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04-02-2026
01:52 PM
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Just as a follow up, this is currently with Esri UK support. After some further testing on our part, we have found that (in our case at least) removing the dynamic text element containing service layer credits from the layout(s) and republishing the service results in graphics displaying on the prints - though we still have issues with text based graphics. This looks very much like a bug and just waiting on Esri to confirm.
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04-01-2026
08:22 AM
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Thanks for the suggestions... The map frame isn't named WEBMAP_MAP_FRAME. I have just tested naming it that and republishing, but the same issue exists. The docs also suggest that naming the map frame like that is only required if there are multiple map frames. In this case there is only one map frame in the layout, so it shouldn't be required. There is also no reference scale set on the web map used in Experience Builder. Thanks John
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03-09-2026
08:12 AM
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This is a standard ArcGIS Server print service published from ArcGIS Pro (with custom templates/layouts) and not a python "custom" print service. The customer is raising with Esri support, but unfortunately our experience with raising issues like this is that it takes too long to resolve via that route. Hence we are asking here if anyone else has had similar and perhaps resolved the issue.
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03-07-2026
12:07 AM
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A customer of ours is using an ArcGIS Server (11.5) print service with custom templates with their ArcGIS Online apps. They are having an issue where graphics (created by the Draw widget) within Experience Builder do not print when using a custom layout within the Print Widget connected to this ArcGIS Server Print Service. The graphics do print when using the Esri default print service (with standard templates) and also when selecting the MAP_ONLY option with the ArcGIS Server print service. I've taken a look this morning and can reproduce the issue and have confirmed that: The web_map_as_json parameter sent to the print service from the Print Widget contains the drawn graphics (as a featureCollection) and is identical whether using the ArcGIS Server print service or the Esri default. This means it is probably not an issue with the Print Widget or Experience Builder, as it's sending the right info in the request to the print service. When I use the ArcGIS Server print service and set the layout at MAP_ONLY, the graphics appear on the print. This suggests the print service is capable of printing the graphics. When I use a custom template with the ArcGIS Server print service, the graphics don't appear. This suggests the issue could be something to do with the template. It's not to do with the Pro version that the layout was saved with. I tried saving a copy of one of the templates used in the service, opening in the latest version of Pro and then saving over the top of the existing layout (pagx) file. This makes no difference as it still doesn't print the graphics. Printing from Map Viewer (with graphics) also has the same issue. The graphics are printed with the MAP_ONLY option, but not with a custom template. I have also: Published a completely new test print service with the latest version of Pro and the newly saved template above, but this also makes no difference. Checked settings of the template in Pro and can see no settings relating to display of graphics. Is anyone else able to print graphics from the Experience Builder print widget when using a custom template via an ArcGIS Server print service? We are using ArcGIS Pro 3.6.2 and ArcGIS Server 11.5 (with all patches installed) all on a windows server.
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03-06-2026
04:49 AM
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Yes - this option is definitely needed. Requiring Pro for doing a simple truncate and reload of data seems overkill, given the other options available via the "Update data" option in ArcGIS Online. It's a pretty common requirement to re-load a new set of data without republishing (overwriting) the service. The dialog just needs an additional "Truncate and add" option (see below example). Or perhaps a check box after selecting the "Add" option to specify a truncate prior to the add. Currently you either have to resort to using Pro or I have created a Notebook to do the Truncate part, which then allows new data to be re-loaded using the "Add" option.
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01-06-2026
08:23 AM
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@TanuHoque It takes approx 30 seconds to export the same report to pdf in Pro on the same VM we are using for Server and for the same set of features (sourced from the hosted feature layers and not local data). Interestingly, I've just tried the same test on a high spec laptop and this is taking 5-6 seconds. So perhaps suggests it's CPU bound as there is plenty of memory? I still don't really understand why it would require so much CPU to generate a simple pdf, but as it's an Azure VM, I will perhaps do some tests by resizing to a different specs.
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12-11-2025
05:50 AM
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We already have it as asynchronous, dedicated with min 1 and max 4 instances. I have thought of increasing the spec of the VM (as it's in Azure) to see if that improves things but even with the current spec it should be performing better, considering the minimal processing it's doing.
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12-09-2025
07:40 AM
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We are are looking at implementing a reporting service in ArcGIS Server (11.5) that can be used through the Experience Builder Print Widget. We've configured this as a report, as per the customer's requirements, with 4 sections in Pro as follows: 1) A details section to include a few basic attributes (approx 6) of a selected site polygon. 2) A details section to include summary attributes (approx 7) from each selected tree survey (point) feature in a tabular format. 3) A details section to include detailed attributes (approx 10) from each selected tree survey (point) feature in a paged format (i.e. 1 feature per page) 4) A details section to include attachments from each selected tree survey (point) feature in a paged format (1 feature per page. This report has been published as a print/report service using pro that also includes a basic A4 landscape map template. We've then configured the print widget in Experience Builder to use this service and set it to use the selected features for the relevant layer in each section of the report. This is all working as expected (except when there are no features selected - but that is a different issue!) and producing a report. However, it is taking approximately 60 seconds to print the full report, including the map. This seems pretty poor performance considering that in our tests we have been using 1 selected site polygon and 3 selected tree survey features. Doing a few more detailed tests by removing the map and sections in turn, we have found that: The map is taking approx 22 seconds. The attachments section is taking approx 5 seconds. The detailed (paged) tree survey attributes section is taking 14 seconds. The summary (tabular) tree survey attributes section is taking approx 6 seconds The single details section for the site polygon is taking approx 14 seconds. Again, the above is for 1 site polygon (with approx 6 attributes) and 3 tree survey features (with approx 7 attributes), so the data quantity feeding into the report is minimal. The data for the report is also sent in the print request (in the web_map_as_json parameter) so the reporting service is not having to query any data, just present it by injecting it into the report template. So why is it taking so long to generate a pretty basic report?
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12-09-2025
05:50 AM
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FYI - this has now been accepted as a bug: BUG-000181152: ArcGIS Online times out after 30 seconds and does not respect the maximum usage time configured within a customer print service.
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12-09-2025
05:10 AM
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Quick updated - this has now been accepted as a bug: BUG-000181152: ArcGIS Online times out after 30 seconds and does not respect the maximum usage time configured within a customer print service.
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12-09-2025
05:09 AM
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As covered here: https://docs.aws.amazon.com/AmazonCloudFront/latest/DeveloperGuide/DownloadDistValuesOrigin.html#DownloadDistValuesOriginResponseTimeout The default response timeout for CloudFront appears to be 30 seconds: I expect that is where the problem lies, but getting Esri to accept that and change it seems to be the main issue.
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12-03-2025
09:56 AM
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I would strongly advise Esri to look at the following: https://docs.aws.amazon.com/AmazonCloudFront/latest/DeveloperGuide/DownloadDistValuesOrigin.html#DownloadDistValuesOriginResponseTimeout Especially the following:
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12-03-2025
09:53 AM
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Just to follow up on this - we have raised this issue with Esri UK support, but so far they have suggested it may be raised as an "enhancement", despite the fact it was working for approximately 2 years previously and so it's quite likely that a change was made by Esri Inc that has caused it to start timing out after 30 seconds. They have also suggested creating an idea - which we have now done here: https://community.esri.com/t5/arcgis-online-ideas/extend-the-timeout-on-the-utility-arcgis-com-proxy/idi-p/1669825
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12-02-2025
11:03 AM
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An important customer of ours has recently been experiencing 504 gateway timeout errors when using a secure print service that we host for them in ArcGIS Server (v11.5). We have raised a support case and have already posted in the community on this here: https://community.esri.com/t5/arcgis-online-questions/504-gateway-timeout-when-printing-through-utility/m-p/1658735 To summarise, the solution was previously working (for approx 2 years) and involves: - A standard print service published in ArcGIS Server (v11.5) - this is secured with standard ArcGIS authentication. This service is set as Synchronous as this is required for printing in Web App Builder. - So that users do not have to enter credentials each time they use the service in apps, the the service has been added as an item in their ArcGIS Online organisation with the credentials stored. This item is shared with the organisation. This is a standard approach for accessing secured services. - The URL for the above item (starting https://utility.arcgis.com/usrsvcs/servers...) is then used when configuring the Print Widget in Experience Builder and Web App Builder (the customer still has some older apps they are yet to migrate). - When end users print from within apps in ArcGIS Online, the request goes via the utility.arcgis.com proxy, which handles the credentials and forwards the request on to the ArcGIS Server. For the last few months users have been getting errors when printing larger/more complex prints and this is due to 504 gateway timeout errors that also state "Error from CloudFront". We have tested extensively and found that any print that takes more than 30 seconds to complete results in a gateway timeout. The prints are still successfully generated on the ArcGIS Server and there are no errors or timeouts in server. My conclusions from investigations is that there is a timeout setting somewhere in CloudFront, which I assume is used as part of the utility.arcgis.com proxy, that is set to 30 seconds. This is incompatible with Synchronous tasks (geoprocessing / print etc) that may take longer than 30 seconds. The timeout should be increased to something more reasonable and perhaps to match the default usage timeout (maximum time a client can use a service) in ArcGIS Server. I strongly feel this is not an "enhancement" but a requirement and should be fixed as soon as possible.
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12-02-2025
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| 4 | 03-06-2026 04:49 AM | |
| 1 | 03-31-2025 04:53 AM | |
| 1 | 12-11-2025 05:50 AM |
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