Print widget ArcGIS Enterprise 11.2

[PaulJohns]

Hi everyone,

I'm facing a very strange problem.

I published 3 maps on our host (2 as vector tile maps and 1 as a raster tile map). All these maps were published from a computer under the username 'User 123'. ArcGIS Pro 3.3 was also installed under the same user account. The Print widget worked correctly at that time.

About two weeks ago, our organization changed all usernames from the format 'User_name 123' to a new format('User_name' 123). After this change, the Print widget stopped working properly.

I have already tried the following:

• Republishing the maps
• Restarting the services
• Switching between synchronous and asynchronous execution modes

Unfortunately, nothing helped. The behavior is inconsistent every time.

Scenario 1: When printing a raster tiled map, the vector tile map shows as an "empty area".

Scenario 2 (usually occurs right after republishing a layer): I always get the following errors:

1. Error executing tool. Export Web Map Task Job ID: j4b9fd39319424c4b99f4fbd051c7bba2 Failed to create layer from service at {service url/Map Server }. Failed to execute (Export Web Map). Failed to execute (Export Web Map Task). Utilities/PrintingTools.GPServer
2. Error performing execute operation Error handling service request: Request type is not supported. 'Execute' asynchronous GP service.
3. Failed to start one or more services. A JSONObject text must begin with '{' at character 1 of Admin

I have no idea what caused this issue. The Portal is offline (disconnected) and uses a local internal certificate.

[Laura]

Is printing failing in web applications and web map viewer or one or the other?

[PaulJohns]

Hi Laura.
It's failing for both web application (classic and expirience) and both types of base maps.

[Laura]

Have you tried with one of Portals built in basemaps rather than your own? Same errors? Is your printing service something that is public and can be shared? or are you using the default printing service?

[PaulJohns]

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My Portal is deployed in an isolated environment (local network), so I use my own basemaps (WMTS server with a custom tiling scheme, as well as vector and raster cache maps published through ArcGIS Pro as tile services).

I am using the default printing service: //myportal.local:6443/arcgis/rest/services/Utilities/PrintingTools/Export Web Map (synchronous)

[Laura]

I use custom as well, I was curious if the problem only persists with your custom basemaps or all basemaps. 

[PaulJohns]

The problem affects all maps in general — not only the basemaps. It’s not clear to me why the service is crashing. I have some hypotheses about what could have happened, but none of them are working properly.

Sorry — do you mean that I should use a custom web map, or are you referring to a custom Print widget?

[Laura]

You said you use your own basemaps so if those were in all maps they would all crash. Have you tried it on the regular default topo basemap? is it still crashing? you shouldn't need a custom print widget. 

[PaulJohns]

After the Portal installation (this is an offline environment), I only have the standard SampleWorldCities MapImageLayer as a basemap. I do not have any other basemaps. This layer was used as the basis for creating all my other custom basemaps.

Additionally, I have a strange issue: when I create a test basemap from a satellite image, publish it as a service and share it with everyone, it works only once. After the first successful print, the service always crashes.

My local technical support team suggested that the problem could be related to an unstable/changing token or an issue with the trusted certificate chain (because I generated a self-signed SSL certificate for the local Portal).

[Laura]

Have you checked ArcGIS Server logs? checked on debug? Restarted Portal & Server? Opened the URL on the Server machine to see if you get an error there?