topic Re: Is anyone having trouble downloading maps this morning? in ArcGIS Collector Questions

Is anyone having trouble downloading maps this morning?

PatrickFilyer — Thu, 29 Jul 2021 12:04:13 GMT

I am getting the error message: Could not Connect to the Server when downloading maps with a new base map. If I download a map with a base map that is already on the device the map successfully downloads. This is only happening on collector classic.

I do realize that they did maintenance on the tilebasemaps last night as per this message:

"We will be performing maintenance on our tilebasemaps systems between 8:00pm PST and 10:00pm PST on July 28th. While we don't anticipate any significant downtime, you may experience some minimal disruptions during this maintenance period."

I am wondering if this has anything to do with what I am experiencing this morning.

Update: This is only a problem with IOS collector classic.

Re: Is anyone having trouble downloading maps this morning?

DougBrowning — Thu, 29 Jul 2021 15:25:32 GMT

Prob that same as this https://community.esri.com/t5/arcgis-collector-questions/yet-more-offline-areas-failing-to-download-on/m-p/1083294#M13375

It has gotten better for us but I have yet to hear back from support.

Re: Is anyone having trouble downloading maps this morning?

ThomasHamill — Thu, 29 Jul 2021 17:58:11 GMT

@PatrickFilyer, you can always check the ArcGIS Online Health Dashboard to see if it is experiencing any hiccups: https://status.arcgis.com/

Re: Is anyone having trouble downloading maps this morning?

MichaelDenlinger — Fri, 30 Jul 2021 15:45:48 GMT

We have been having the same message appear within Collector Classic when trying to download into offline mode and the downloads just fail when i try to use the same maps in Collector. These are all fresh downloads of the maps, including basemaps. Using all IOS devices (Iphone 7 and Ipad Air 2). The maps worked 2 weeks ago for our last field visit. Checked the status page and everything looks green. Am able to use the devices to collect data in "online" mode, just to rule out if it might have been a feature class or something i added causing an issue. Any ideas would be appreciated.

Re: Is anyone having trouble downloading maps this morning?

DavidRichey — Tue, 03 Aug 2021 17:42:16 GMT

If you copied and pasted a layer into your map, that can prevent download. just one thought to check.

Re: Is anyone having trouble downloading maps this morning?

MichaelDenlinger — Tue, 03 Aug 2021 19:38:06 GMT

Thanks for suggestion. I just created a map from scratch, added a geodatabase that has worked in the past along with the aerial basemap, same result. Removed the geodatabase and tried another one, same message, "Cannot connect to server".

Re: Is anyone having trouble downloading maps this morning?

PatrickFilyer — Tue, 03 Aug 2021 19:47:06 GMT

I created a new map in AGOL a long with a new point feature layer using the AGOL templates and I still can't download a map.

Re: Is anyone having trouble downloading maps this morning?

mhs — Tue, 10 Aug 2021 19:41:12 GMT

It appears related to iOS 14.7 and/or iOS 14.7.1. I tested on several iPhones that have iOS 14.7.1 and none of them are able to download maps for offline use in any of the three apps: Classic, Collector, and Field Maps. We are currently unable to download ANY maps for offline use in ANY app with the 14.7.1 iphones.

I was able to test on an iPhone with 14.6 and it worked fine with the exact same maps. Also worked fine on an Android-based device.

-Mike

Re: Is anyone having trouble downloading maps this morning?

GlenShepherd — Wed, 18 Aug 2021 02:46:44 GMT

This issue has been identified as a defect, specific to iOS devices.

Being that Collector Classic will no longer be undergoing development, we are unlikely to see a fix for this issue, unless there is an organic fix that comes out of future versions of iOS.

Workarounds for this issue are as follows:

Use ArcGIS Collector instead
Use ArcGIS Field Maps instead
Revert devices to iOS versions that were previously compatible.
Use Collector Classic on an Android device instead.

Re: Is anyone having trouble downloading maps this morning?

mhs — Thu, 19 Aug 2021 12:37:00 GMT

Here is some closure for our organization's issue:

After working through this with ESRI (who was very responsive, BTW), I also learned that Field Maps (and I think Collector) do not support maps with repeated layers in them. They will work with layers/view layers, just not the original hosted layer added twice. So, after editing our maps to remove the duplicate layers, we are able to open them in Collector and Field Maps, but not Collector Classic (which as Glen stated, is not unexpected). As an organization, we are transitioning to Field Maps.

I still find it odd that the maps with duplicate layers worked fine in Android and older iOS versions, but I guess this is just the impetus we needed to switch to Field Maps. 🙂

-Mike

Re: Is anyone having trouble downloading maps this morning?

ShannonJ — Wed, 11 May 2022 18:37:26 GMT

Hi, I am getting this error "cannot connect to server" in iOS with field maps when users in my organization click to sign in. Has anyone else experienced this behaviour? the iOS is up to date as well as field maps.

Re: Is anyone having trouble downloading maps this morning?

GlenShepherd — Wed, 11 May 2022 23:10:12 GMT

Hi @ShannonJ ,

Sounds like you're attempting to connect to an ArcGIS Enterprise Portal maybe? The inability to connect to the server implies a network issue. I would first try seeing if you can hit your portal URL in a browser on the mobile devices.

Re: Is anyone having trouble downloading maps this morning?

ShannonJ — Thu, 12 May 2022 11:09:16 GMT

@GlenShepherd

signing in through the browser on the phone works fine - I just tested it. But as soon as I click "sign in with ArcGIS Online" on the field maps app this is the pop up

Re: Is anyone having trouble downloading maps this morning?

GlenShepherd — Thu, 12 May 2022 23:15:26 GMT

Thanks for the screenshot and testing. Are these work devices? Are they all the same iOS model, and if so, what is it?

Can you test the same workflow with a personal device?

Is there a VPN in play here, or any other network security to be aware of?

Re: Is anyone having trouble downloading maps this morning?

ShannonJ — Fri, 13 May 2022 18:43:29 GMT

These are work devices, there is a VPN and we use vmware verify as well as other security measures I'm sure - the phone profiles are managed by our Info. sys. dept., and I don't have all the details on that. On my personal device I have no issue logging in.

The iOS is up to date on the phones i have been testing - updating the iOS is always my first check. I'm not 100% sure what model the phones are, i believe they are iphone 10.

Re: Is anyone having trouble downloading maps this morning?

GlenShepherd — Tue, 17 May 2022 04:35:43 GMT

Being that you have no issue on your personal device, it would seem clear that there is some network configuration within your organisation preventing the mobile device making requests to the server through the app.

I would reach out to your IT department describing the issue and they should be able to conduct a network capture to diagnose the connectivity. It might help to point them towards the following white papers:

ArcGIS Secure Mobile Implementation Patterns - chrome-extension://efaidnbmnnnibpcajpcglclefindmkaj/https://downloads.esri.com/resources/enterprisegis/esri%20whitepaper%20-%20arcgis%20secure%20mobile%20implementation%20patterns.pdf
ArcGIS Field Maps: Mobile Device Management (MDM) Support - chrome-extension://efaidnbmnnnibpcajpcglclefindmkaj/https://downloads.esri.com/Support/downloads/other_/ArcGIS%20Mobile%20Apps%20and%20MDM%20support%20technical%20paper%20-%20July%202021.pdf