topic Re: Yet more offline areas failing to download on Collector in ArcGIS Collector Questions

Yet more offline areas failing to download on Collector

RafaeldePedro — Mon, 26 Jul 2021 16:41:44 GMT

I have been reading through all previous posts that I could find, on any issues related to problems with downloading areas for offline use on Collector (not Collector Classic).

In the few cases I have experienced recently, there are no copies of layers in the same webmap, or domain names that coincide with field names in any of the present layers (as discussed here and here). All layers are shared at organization and/or group level, with syncing enabled and offline mode enabled too for the webmap.

When trying to download an offline area (Area 1), it simply stops soon after starting and shows a blank page with a message "No maps to display" or similar. When re-trying, it will attempt to download 'Area 2' but the result is the same.

I have tried to find the log through Collector developer options, but the only thing I can see is 'Placeholder' which does nothing when selected.

The webmap is created from 3x Feature Layer (Hosted). One was created in ArcMap and based on a File Geodatabase and the other two are shapefiles that have been 'dragged' in.

This works fine on Collector Classic (and it has worked ok with Field Maps too), but the 'new' Collector (v 20.2.2) has very frequent issues with offline area download, even though the type of WebMap we create always follows the same structure.

Despite all layers being shared at organisation and/or group level, I have found that the error is more likely to happen when the user who downloads it is not the same as the user who created the webmap, even though both have equal permissions on AGOL.

Sorry for creating a new post - again after reading through other posts I found no solution to my case and I hope I can find some support here. I'm happy to provide any more information that might be useful to understand the problem.

Re: Yet more offline areas failing to download on Collector

DAVEKARCZ — Mon, 26 Jul 2021 23:33:08 GMT

I have same issue across multiple devices. Anyone???

Re: Yet more offline areas failing to download on Collector

DavidRichey — Tue, 27 Jul 2021 01:06:46 GMT

I am having download stall as well on Android and iOS. I have a ticket in.
I just tested a Field Map with only ESRI offline imagery in it, and that is
hung on download as well.

Re: Yet more offline areas failing to download on Collector

DougBrowning — Tue, 27 Jul 2021 15:13:58 GMT

We are just getting this starting yesterday 7/26. Maps that have worked for months are stalling at about 40% when trying to add an offline area. Then today one downloaded, the next one stalled, the 3rd one gave a Download Failed message, the 4th is not stuck again. Seeing this in Collector and Field Maps.

https://status.arcgis.com/ says all is good.

We have a lot of users out. Have tested multiple maps, on multiple devices, on multiple networks. Thanks

Re: Yet more offline areas failing to download on Collector

DavidRichey — Tue, 27 Jul 2021 15:38:10 GMT

As a quick update, we have been able to download map areas if left for about an hour. The progress stalls at abt the 30-50% mark for the majority of the time with a seemingly rapid conclusion.

Re: Yet more offline areas failing to download on Collector

DougBrowning — Tue, 27 Jul 2021 16:29:25 GMT

I am getting a few that complete after like 20-30 mins but not consistent. Most never work. We opened a ticket with support as well. Tried Classic, Collector, and Field Maps. The log just says downloading with no errors.

Re: Yet more offline areas failing to download on Collector

KevinBurke — Tue, 27 Jul 2021 17:32:40 GMT

@RafaeldePedro

Thank you sharing this feedback.

- Are you working on iOS or Android with Collector?

- You've indicated that this is less of an issue with Field Maps vs Collector. Is there a reason why you cannot use Field Maps instead of Collector? (Also not just for this issue, but even just in general to leverage all the new capabilities as well)

- Was this an issue that just recently started happening in Collector (vs Classic) or has it worked in the past using Collector with the same maps and services?

- Is this the only map you're experiencing download issues with or others as well?

- If possible would you be able share the web map and services with me to test on my end?

Thanks

-Kevin

Re: Yet more offline areas failing to download on Collector

DougBrowning — Tue, 27 Jul 2021 18:30:43 GMT

It is happening on Android and iOS. We tested 5 tablets on 5 diff networks. Even had another group on the mobile team try it and not working also.

I tested Classic, Collector, and Field Maps and all 3 are stalling.

We tested at least 5 diff maps. All the same stall at around 40%. Maps have been working for months.

We do have a second organization account and that seems to be working.

Yes I can share a test map with you. What is the group to share to again? Or user name.

thanks

Re: Yet more offline areas failing to download on Collector

AlfredBaldenweck — Tue, 27 Jul 2021 19:53:11 GMT

I noticed back in March when I started trying to use Collector that Offline maps do not work at all for data that has been dragged in. My maps worked fine once I took out the dragged-in layer.

Re: Yet more offline areas failing to download on Collector

KevinBurke — Tue, 27 Jul 2021 19:54:23 GMT

Thanks for the information @DougBrowning

Just to be clear, the offline areas aren't failing necessarily, they are just really slow and taking longer than usual to complete for the same maps. Correct?

Was this something you just noticed this week or fairly recently?

It's a bit early to tell what the reason is, but we've also noticed slower than normal download behavior as well over the last couple of days. I am curious if the stalling is around the part in the download process related to the Esri basemap.

Also because you're seeing the issue across all three mobile apps, could point to an ArcGIS Online issue. However I am still trying to get more details on the issue to see if that's the case.

Currently I am seeing the same issue as will in Field Maps with a map I've used many times in the past and that I own. Very simple map using the Imagery basemap. The downloading has been processing for over 30min now.

You may hold off on sharing the map with me now...since I am likely seeing the same problem anyway.

Thanks

-Kevin

Re: Yet more offline areas failing to download on Collector

DavidRichey — Tue, 27 Jul 2021 21:11:15 GMT

At first I thought they were failing b/c they were taking so much longer than usual and I would cancel them. I left the basemap map downloading overnight, and also got a report from a user that a map left for several hours eventually downloaded. I verified that this morning with a download that was successful but took longer than usual--about an hour.

Re: Yet more offline areas failing to download on Collector

DavidRichey — Tue, 27 Jul 2021 21:16:46 GMT

Kevin,

I know this is already a little stale, but in regard to Field Maps, it has not been stable enough on the tablet for me to invest in configuring in the new application. Currently I'm deploying Collector Maps, built with the Classic Viewer combined with Survey 123 instruments writing to the same database. Field maps does not yet have the full combination of S123 and Collector features I'm looking for, and the instability on the tablet cinches that decision. I will keep testing, and using the Standard map Viewer in some browser-based maps and applications, but the classic viewer-->Collector-->S123 combination is the most stable and flexible at the moment.

I did share my map with your colleague Jackie (JacquelineH_support).

Can you tell me how to access download logs for troubleshooting without a developer's license?

Thanks!

Re: Yet more offline areas failing to download on Collector

KevinBurke — Tue, 27 Jul 2021 21:16:58 GMT

I've received an update that there is a known issue with the Esri basemaps that's causing this slow download behavior. This issue is currently being looked into. I don't have an ETA on the fix at this point, but hopefully it will be soon. I will post an update when that issue has been addressed.

Re: Yet more offline areas failing to download on Collector

DavidRichey — Tue, 27 Jul 2021 21:18:04 GMT

Thanks for the tip. I got burned by Copy/Paste a couple of months ago, and have been diligent about composing maps from scratch or save as (which has seemed stable to date).

Re: Yet more offline areas failing to download on Collector

KevinBurke — Tue, 27 Jul 2021 21:25:36 GMT

@AlfredBaldenweck

By 'dragged-in layer', could you please elaborate on that? Did you add multiple copies of the same layer to the map through ArcGIS Online?

Re: Yet more offline areas failing to download on Collector

DougBrowning — Tue, 27 Jul 2021 21:31:13 GMT

Thanks a lot for looking. Have not heard back from support yet.

OP sorry I was going to mark this as the solution but not sure it is your issue actually.

thanks

Re: Yet more offline areas failing to download on Collector

KevinBurke — Tue, 27 Jul 2021 21:31:19 GMT

Thank you for that information @DavidRichey

Few things:
- What specific functionality does your workflow require that Field Maps doesn't include that Collector+S123 does? Is it related to smart forms?

- Wrt to stability issues on the tablet in Field Maps, what issues are these and have they been reported to Esri in the past to look into?

- Lastly, wrt to logs, are you referring to the logs directly with Collector related to download issues? Are you using iOS or Android?

Thanks

-Kevin

Re: Yet more offline areas failing to download on Collector

AlfredBaldenweck — Tue, 27 Jul 2021 21:47:46 GMT

I mean rather than uploading through ArcGIS Pro, I dragged in a zipfile from File Explorer.

I tried to replicate it this morning after reading this discussion but it couldn't get it to happen again.

Re: Yet more offline areas failing to download on Collector

DavidRichey — Tue, 27 Jul 2021 22:03:48 GMT

Yes, it is related to smart forms. From the April 2021 Field Maps update "

More smart form capabilities (Switch input type, calculating attribute values, attribute rules, contingent values and more)

I have not taken the time to report the issues. There are also enough development pathways that testing becomes hard to find the time for when getting apps in the field is the priority. I am kind of waiting for the Standard map viewer and Field Maps to settle just a bit. Field Maps crashes regularly in my initial testing with Standard map viewer maps I'd put some time into configuring in field Maps with grouping, conditional visibility, etc. It crashed regularly in the field, so I decided to give the path more time to develop.

Yes, I am wanting to access the logs directly with Collector related to download issues so I can see if a particular layer or configuration is causing issue. I'd also like to be able to report the elements with the largest storage requirements so i can convey this to the field staff (how many pictures do you want?). Jackie wrote of a Trouble shooting section under the profile dialogue, but I did not see that.

Re: Yet more offline areas failing to download on Collector

RafaeldePedro — Wed, 28 Jul 2021 07:42:05 GMT

@KevinBurke thanks for your reply. The answers to your questions:

- We are working on Android (mainly Samsung devices -tablets and phones- and some Huawei tablet)

- We have not tested Field Maps before. From looking at it briefly, it seemed almost identical to Collector in the way that we would use it. However I only came across it when trying to find solutions to our issues with Collector. Also, is there any example you could think of an example of what would make a webmap fail on Collector but not on Field Maps? Again, happy to use Field Maps if it works, but I don't think I could accept it as a solution especially if there are differences in the functioning of the app that I need to learn and then pass on to other users.

- This has happened repeatedly with different unrelated maps. They all tend to be similar in the sense that we have a Feature Layer that is editable and one or two Feature Layers that are not, but just there to act as background (like a site boundary shp and a shapefile made of topographical or other CAD drawing features) in addition to the basemap.

- Could you please give me some detail of how I would share this with you for further review?

PS. Coming back to my original post, would you know why I'm not able to see any other developer options in Collector (when tapping on the user initials quickly three times) other than 'Placeholder'?

Thank you