Unable to retrieve the information for existing item

Error Message

Attempts to overwrite a map service on a stand-alone server using ArcGIS Pro fail with the following error message returned:

Error:
Unable to retrieve the information for existing item.

Cause

• The service is created in ArcMap, and is not migrated to the ArcGIS Pro runtime. Refer to ArcGIS Server: Migrating services to the ArcGIS Pro service runtime for more information.
• An incorrect ArcGIS Server URL is used when adding the map service to ArcGIS Pro.
• The map service is corrupt.
• The map service is stopped in ArcGIS Server Manager.
• A layer in the map service contains join data.

Solution or Workaround

Depending on the cause, use one for the following workflows to resolve the issue.

Migrate the ArcMap service runtime to the ArcGIS Pro service runtime

If a service is created in ArcMap and uses the ArcMap service runtime, the service cannot be overwritten as the ArcMap service runtime has been deprecated. Refer to ArcGIS Server: Migrate a service to the ArcGIS Pro service runtime for instructions on updating a service to the ArcGIS Pro service runtime.

Use the correct map ArcGIS Server URL when connecting to ArcGIS Pro

When adding a server connection in ArcGIS Pro, ensure that the server URL is formatted as follows:

http://webadaptorhost.domain.com/webadaptorname

Republish the map service

Recreate the map service in ArcGIS Pro and publish it. Refer to ArcGIS Pro: Publish a map service for instructions.

Ensure that the map service is running in ArcGIS Server Manager

Navigate and sign in to ArcGIS Server Manager as an administrator, and ensure that the map service is running. If the map service is not running, refer to ArcGIS Server: Start a service in Manager for instructions on starting a service.

Remove the join or make the join in the layer permanent in ArcGIS Pro

Export the layer with the join to a new feature class and use this new feature class in the map to be published.

1. In ArcGIS Pro, right-click the layer in the Contents pane.
2. Navigate to Data > Export Data.
3. In the Export Features window, for Output Location, specify a name and a save location for the output layer.
4. Click OK.

Alternatively, remove the joins from the layer before publishing it.

1. In ArcGIS Pro, right-click the layer in the Contents pane.
2. Navigate to Joins and Relates > Remove All Joins.