KB483987: Exporting a Map or Geospatial Map visualization to a PDF results in an error when using a proxy server

Description

When the PDF Exporter Service hosted machine requires a proxy server to support Internet connection, exporting a Map or Geospatial Map visualization to a PDF results in the following error:
"Unable to download the requested map. Please contact your administrator to resolve this issue."

Why is this happening?

This may be a result of the proxy server setting not being correctly configured.
When the proxy server setting is not correctly configured, PDF Exporter Service fails to use the proxy setting and thus cannot connect to the Internet. This is problematic because both map visualizations require Internet connection to render.

For the Geospatial Map visualization

*.api.mapbox.com
*.tiles.mapbox.com

For the Map visualization

*.arcgisonline.com
*.arcgis.com

Solution

To resolve the error, you must set the proxy for the PDF Exporter Service correctly. 

Windows

1. Use Internet Explorer to set the proxy server and the by-pass list.
2. In Service Manager, change the start account of PDF Exporter Service to use the account admin.
3. Restart the PDF Exporter Service.
   This ensures the account used to change the Internet Explorer proxy is the same as the account used to start the PDF Exporter Service.
   
4. Disable the Automatically detect proxy setting in Internet Explorer's connection settings using the following steps:
   
1. In Internet Explorer, click Settings.
2. Go to Internet Explorer > Connections > LAN Settings.
3. Deselect Automatically detect settings and click OK. 
4. In Internet Explorer, click Settings again. 
5. Go to Internet Explorer > Connections > LAN Settings.
6. Check to see if Automatically detect settings is deselected.
   If Automatically detect settings is still enabled, then the Group Policy has disabled users from changing proxy settings and you need to modify the Group Policy setting.
   
7. To modify the Group Policy setting, open Local Group Policy Editor.
8. Go to Computer Configuration > Administrative Templates > Internet Explorer.
9. Locate Prevent changing proxy settings and change the setting to Not Configured or Disabled.
10. Go to User Configuration > Administrative Templates > Windows Components > Internet Explorer.
11. Locate Prevent changing proxy settings and change the setting to Not Configured or Disabled.
12. Locate Make Proxy settings per-machine (rather than per-user) and change the setting to Enabled.
    This ensures the Export Engine reads the same proxy settings as the current user.
    
13. In Internet Explorer, click Settings.
14. Go to Internet Explorer > Connections > LAN Settings.
15. Deselect Automatically detect settings and click OK. 
16. Confirm Automatically detect settings is deselected.
    Since you modified the Group Policy settings, the setting should still be disabled.
    
17. Restart the Strategy PDF Exporter Service.
18. Export the map visualizations. The visualization should export correctly.

Linux

1. Set the following environment variables. 
   
   Note:
   The server proxy 

   http://10.23.8.62:8888

   is an example. 
   The variable

   no_proxy

   allows you to add an address to the proxy's by-pass list.
   
   

   http_proxy=http://10.23.8.62:8888	https_proxy=http://10.23.8.62:8888	no_proxy=localhost,127.0.0.0/8,::1

   
    
   
2. Confirm the environment variables are set correctly using the echo command.
   
   

   [root@tec-l-007007 Export]# echo $http_proxy	http://10.23.8.62:8888	[root@tec-l-007007 Export]# echo $https_proxy	http://10.23.8.62:8888	[root@tec-l-007007 Export]# echo $no_proxy	localhost,127.0.0.0/8,::1

   
    
   
3. Restart the PDF Exporter Service.
   
   

   [root@tec-l-007007 Export]# ./pdfexporter.sh restart	Attempt to stop PDF Export Service...	Attempt to start PDF Export Service...	PDF Export Service is started.	[root@tec-l-007007 Export]#