Creating a server hosted layer results in "Service does not exist or is inaccessible."

[TSWCD_GIS]

I'm going through my normal routine of taking some SDE data and savings an offline service definition, loading it into ArcGIS Server Manager, and then adding the REST URL to AGOL as a hosted layer. I've done this dozens of times with no issue, but now today when I drop the REST URL into the new item URL, I get back an error "Service does not exist or is inaccessible." and I'm not able to move forward. If I use a URL from a previously created hosted layer I get the same error, despite it setting up fine previously. All of my other hosted layers are visible in AGOL without issues. Does anyone have an idea of why this specific one might be a problem? Thank you!

[DebapriyaPaul]

Hi @TSWCD_GIS , 

A few questions to help us narrow down the issue, 

• Is the service secured? 
• If the service is secured using web-tier authentication, is it added to the list of Trusted servers under ArcGIS Online Organization settings? 
• Is the issue specific to a service from ArcGIS Server, or reproduces when you try to add any ArcGIS Server service to ArcGIS Online as an item?

[TSWCD_GIS]

Hi @DebapriyaPaul ,

1. Yes

2. Yes it is on our list of trusted servers in the security section of AGOL.

3. If I try to set up a service based on a service definition file that has worked previously, I am getting the same error. Could it be a setting changed on our server unrelated to ArcGIS?

[DebapriyaPaul]

Thanks for sharing these details. 

Is the workflow to create a service definition file in ArcGIS Pro > upload it to Server Manager to publish a service > add the service URL to ArcGIS Online as an item? 

Does the issue appear to be specific to secure services? Are you able to add any other services (public) from the same site to ArcGIS Online as an item? 

[TSWCD_GIS]

@DebapriyaPaul 

I just tried setting up both a secure and public (available to everyone setting in Server Manager) service. Both gave me the error.

[DebapriyaPaul]

Thanks for confirming, @TSWCD_GIS . The issue that you are experiencing is not specific to a type of service (public or secure).

As the behavior is the same for any ArcGIS Server URL in your scenario, it could be a network/firewall issue where the ArcGIS Server site is not externally available for ArcGIS Online to communicate with. Can you access the ArcGIS Server URL from a device or network outside your organization's firewall (e.g., access the ArcGIS Server REST Services Directory on your phone's data connection)? 

[TSWCD_GIS]

@DebapriyaPaul 

I worked with our server consultant today to see if we could rectify the issue. One thing he did mention is that they did do some firewall upgrades a few weeks back, but nothing was modified with it and confirmed there are no changes that would restrict access. Together we went through ArcGIS Server functionality and they asked me to say that we have confirmed that URLs are available externally outside the firewall, and this issue with ArcGIS Online not allowing the URL is the only occurrence where we are being blocked.

Do you have any other thoughts as to why this might be occurring? Thank you!

[TSWCD_GIS]

@DebapriyaPaul 

The server consultant did find this in the logs today when we were looking at things, maybe it would help find a resolution:

SEVERE Dec 29, 2025, 1:27:56 PM Error executing tool. Get Cache Info Job ID: je0a35d640d3e40298cf311ee76009a4d : ERROR 000735: Server Cache Folder: Value is required System/PublishingTools.GPServer

[DebapriyaPaul · Accepted solution]

Thank you for confirming. Would it be ok to share any test service URL with me to investigate the behavior? Please feel free to share it over email (dpaul@esri.com) to test it out at my end. 

The error message you shared in your previous post states that the ArcGIS Server Cache folder is inaccessible while executing a job/tool that generates cache for a service. It might be unrelated to the issue you are experiencing in ArcGIS Online. 

[TSWCD_GIS]

This has been solved after some emails with ESRI. If others have a similar issue, mine turned out to be the work VPN. We are still narrowing down the why, but in the meantime I can drop from it and publish services without issue. Thank you for the help @DebapriyaPaul !