Unable to configure a custom print service template in ArcGIS Experience Builder

Description

In ArcGIS Experience Builder, the Print widget is used to print web maps and includes the option to select layouts from print templates added using a printing utility service. Sometimes, a custom print service is successfully added to the Print widget using the service URL, however the print templates are not displayed, and cannot be configured.

Cause

The custom print service execution mode is set to asynchronous. ArcGIS Experience Builder uses ArcGIS Maps SDK for JavaScript 4.x and it only supports the synchronous execution mode. Refer to ArcGIS Experience Builder: About release versions and Portal for ArcGIS: Printing for more information.

Solution or Workaround

In ArcGIS Server Manager, set the Execution Mode parameter of the custom print service to Synchronous.

1. Open ArcGIS Server Manager and log in with an administrator account.
2. Click Services > Manage Services. Browse to and click the custom print service.
3. Click Parameters and select Synchronous under the Execution Mode parameter.
4. Click Save.