Experiencing issues with the Print Service in ArcGIS Enterprise when using the built-in print button in web maps is a common challenge. Specifically, an error arises when maps contain referenced feature services that are not shared publicly. When attempting to print a map under these conditions, the print service fails, generating the error message: “An error occurred while creating the printed map.”
Upon inspecting the server logs for the Utilities/PrintingTools.GPServer service, the following error is recorded:
Error executing tool. Export Web Map Task : Failed to create layer from service at feature service URL<feature service URL>.
It’s important to note that the feature service URL indicated in the error message is indeed valid and accessible directly via a web browser. The print service only functions correctly if the referenced feature service is shared publicly. Sharing at the organization or owner level results in the aforementioned failure.
Several troubleshooting steps have been attempted without success to resolve this issue:
- Sharing the PrintingTools service publicly.
- Ensuring the referenced feature service (when not publicly shared) and the PrintingTools service have the same owner within Portal.
- Sharing both the feature service and the PrintingTools service with the same group in Portal.
Unfortunately, none of these configurations have resolved the problem, and the print service remains operational only when the feature service is publicly accessible. This issue is observed in ArcGIS Enterprise 11.2. This behavior is unexpected, and further investigation is needed to identify the root cause and potential solutions.
UPDATE: Progress has been made in understanding the underlying cause. The PrintingTools service appears to have compatibility issues with Active Directory (AD) accounts. Testing revealed that when logged in with a built-in Portal account, the print service operates as expected, even with feature services that are not publicly shared. However, when the same operation is performed while logged in with an AD account, the print service fails.
Second UPDATE: Further investigation refined the initial assessment. The issue is not directly tied to AD accounts versus built-in accounts, but rather seems to be related to browser behavior. Opening the web map in an incognito browser tab or using a different browser allows the print service to function correctly. While clearing browser cookies and cache resolves the immediate issue, it is not a practical long-term solution for users who frequently rely on the print service. This suggests a browser-specific caching or session management issue might be interfering with the print service’s ability to access secured feature services.
