Listed below are error messages you may encounter when working with the ArcGIS Maps for Adobe Creative Cloud extension and some recommended solutions. If you do not find your current issue, send it to your ArcGIS organization administrator and request that they contact Esri Support.


This extension makes requests to several online Esri resources. If your organization employs a firewall to filter outgoing requests, ensure that these URLs are on the allow list to avoid related issues.

Errors or warningsCauseResolution

Could not sync the map - the print service timed out.

The print service timed out before the map layers could finish downloading.

In the Compilation window, use the Toggles Sync button in the Contents pane to sync one layer at a time. If possible, reduce the number of layers or features in the map. If you use ArcGIS Pro, you can export the map to AIX instead; otherwise, change the mapping profile from the Default mapping profile to the Legacy mapping profile. For ArcGIS Enterprise users, your organization administrator can configure a custom print service.

Data is outside of the map.

There are no features to draw at the current extent of your map.

Change the extent to view features, or add a data source that does contain features at the extent of your map.

Failed to load image server layer.

Failed to load map service layer.

The image service is unreachable. It may no longer exist, or the service URL may have changed.

Check whether the service is still reachable through the REST endpoint, and consult the author of the service.

Failed to load image service layer. The image output size exceeds the layer's max image height or width.

When you add an image service to the Compilation window, it will fail to load if the maximum image height or width in pixels surpasses the required limit.

Increase the max image size on the service, reduce the size of your mapboard, or reduce the PPI (or a combination of any of those options).

Failed to load WMS layer.

The WMS layer is either not accessible or contains too many sublayers to load. (The extension adds WMS as a single layer instead of a layer with multiple sublayers.)

Create a map or layer item from the WMS and include only the layers that need to display.

Feature layer has the Shape field turned off.

When the service in question was published, the Shape field was turned off. The Shape field contains geometry information for features in the service and is required for many spatial operations.

Republish the service with the Shape field turned on.

Feature layer query exceeded the maxRecordCount or tileMaxRecordCount limit.

Map and feature services have a maximum number of records that they will return to a query. If the number of results from a query exceeds the limit, this error will be shown and the layer will be removed from the map.

The max record count can be increased to support larger queries.

Read more on how you can increase the maxRecordCount and the tileMaxRecordCount.

Finished with error. Pattern swatches are not supported with this process. Please choose a solid swatch.

The Illustrator library file specified for the Custom Swatch process contains a patterned swatch, which can't be applied using the process.

Apply pattern swatches in the downloaded map using Adobe Illustrator instead (or use solid swatches when running the Custom Swatch process).

Layer incompatible with current mapping profile.

A layer in the Compilation window is not compatible with the currently selected mapping profile. This could affect the downloaded map if it's synced with the current layer and mapping profile.

Replace the layer with one that is compatible or change the mapping profile. For example, if you're using the Default mapping profile and add the VectorStreetMap layer, this warning will appear. Changing the basemap to a vector tile basemap (such as Navigation) or changing Current Map Settings to use the Legacy mapping profile will resolve the warning and allow syncing the map correctly.

Map service layer does not support Query operation; features will be downloaded as raster.

The service in question does not have the Query operation enabled. This operation allows querying of the underlying features that are contained in the service. If it is disabled, you will get raster data in the output rather than vector features.

Enable the Query operation on the service.

One or more layers are not visible at the scale.

When the mapping community and users share multiscale maps and layers on ArcGIS Online, they may choose to set a visible range or zoom levels on these maps and layers to reduce the amount of clutter. This is a standard practice when authoring a multiscale map. It allows you to continually view geographic data across a range of scales—global to building level.

Increase (or decrease) the scale of the mapboard.


Doing this could alter the amount of detail you see and the size of the mapboard.

The Clip to graphics extent option is not currently supported, recreate the AIX file with this option disabled.

The layout exported from ArcGIS Pro 2.6 (or earlier) has Clip to graphics extent turned on. With this setting enabled in ArcGIS Pro versions before 2.7, the extension cannot properly align the mapboard with the layers from your ArcGIS Pro project.

Upgrade to ArcGIS Pro 2.7 or later. If that's not an option, in your ArcGIS Pro project, turn off Clip to graphics extent and export your layout to AIX again.

The layer cannot be added to the map. Please check your permissions to the layer or layers.

The signed-in user does not have access to the layer or layers in question.

Contact the author of the service to get access.

The layer has been added to the map. It cannot be displayed in the map preview area at the current scale and projection, but it will be in your Illustrator file when the map is synced.

You are trying to add a layer that uses a different projection or scale (level of detail) than the current map. For example, WMTS layers display in their tiling level of detail only, which can be different from the default level of detail for ArcGIS basemaps. Most WMTS layers have tiling schemes that will differ from the basemap used in the extension, so the calculated scale for the mapboard won't match the tile scale of the WMTS layer.

You can still download the layer to your file in Illustrator when you sync the map to include it (with Toggles Sync turned on for the layer).

Time-aware layers are not currently supported.

You are trying to add a layer that has time enabled, which is not currently supported in the extension.

If you use ArcGIS Pro, you can add the layer to a map in ArcGIS Pro and export to AIX, which you can open in Illustrator using the extension. If you want to include all the data from a time-aware layer, turn off the time slider in the map and then export to AIX. (In ArcGIS Pro, open the map, click the Disable time button in the time slider to show all the data.) If you want the map to only include data for a specific time frame, choose the relevant date range in the time slider before exporting.

To create a mapboard, you must select a basemap that uses Web Mercator projection.

The Mapboard window requires a basemap that uses a Web Mercator projection. For ArcGIS Enterprise accounts in a disconnected environment, the basemap selected in the Mapboard window is based on the default basemap configured for your organization.

In the Mapboard window, click the Select Basemap button and choose another basemap. If your ArcGIS Enterprise organization is configured with a custom basemap gallery, it must include at least one Web Mercator basemap (such as Dark Gray Canvas). Contact your organization administrator if the basemap gallery doesn't include a supported basemap. (You can change the basemap and map projection later in the Compilation window.)

Unable to load file. This dataset is too large to add directly to the map.

The file size or the number of records in the shapefile, .csv, .geojson, .json, or .txt file exceeds the limit.

Publish a large dataset as a hosted feature layer, and add the hosted layer to the map. If you use ArcGIS Pro and don't have publishing privileges, you can add the large dataset to a map in ArcGIS Pro and export the map or layout to AIX, which you can open in Illustrator using the extension.

Unable to save as a georeferenced PDF because the file was already saved as another format, or it originated outside of ArcGIS Maps for Adobe Creative Cloud.

When you sync a map or open an .aix file and save it as an .ai file, the required geospatial coordinates are no longer available in the file. The Adobe Illustrator (.ai) file format doesn't support geospatial encoding.

For maps created with the extension, duplicate the mapboard, sync the map again to create a new file in Illustrator, and save the file as the ArcGIS - Georeferenced PDF (Beta) (*.PDF) file type. If you started with an .aix file, reopen the .aix file in Illustrator and ensure that the first time you save the processed file, you choose ArcGIS - Georeferenced PDF (Beta) (*.PDF).

Unsupported map service type.

The service in question is of an unsupported type (such as WCS).

Republish the data as a supported layer type (such as map, feature, or image layers).

Web Tiled Layers are not supported yet.

The service in question is a Web Tiled layer, which is not currently supported in the ArcGIS Maps for Adobe Creative Cloud extension.

Republish the data as a supported layer type (map, feature, or image service).