Enterprise 11.3 Print Service Fails in Experience Builder

[JonM32]

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

[David_McRitchie]

Hey Jon,

We see print issues fairly often but this is a bit unusual if it is browser specific.

Generally "Error executing tool. Export Web Map: Failed to create layer from service" would indicate a permissions problem. When we do a print request it is the ArcGIS Server account that needs to successfully authenticate against all content within the Web Map/App before completing. 

I would double check on this point on your environment. Does printing work if we are just using an empty Web Map? Can we test with layers local to the Enterprise as well as external ones from the Living Atlas?

If printing just the basemap fails then I would suspect that the ArcGIS Server service account would need internet access enabled.

Please give me a shout with how you get on. Printing issues can have many causes and be tricky to sort.

Hope that helps,

David

[JonM32]

@David_McRitchie Thanks David. I thought I had some good news to share but I spoke too soon. Last week, the print service was working correctly and somehow 'fixed' itself. It would print from all browsers including Microsoft Edge and it didn't matter which layers I turned on, it printed everything.

However, this morning I deleted the print service and published a brand new one in a different location on our server (where we keep final services) and now this new service is broken again. It won't print unless I'm in Incognito mode in Microsoft Edge or use Google Chrome (incognito mode not necessary, works fine in standard browser)

Not sure what to do other than wait and see if it fixes itself again. I may submit a support ticket with Esri or our consultant if this doesn't clear up. If you are available to do a support call, please let me know.

Thank you!

[JonM32]

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. 

[David_McRitchie]

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