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A.Basemap visible - own ArcGIS Server map services not visible:
If the print is created, but in WebOffice 10.6 R2 SP2 client in the preview of the output format only the print template and external map services (if configured) are visible, but the data of the own ArcGIS Server map services are not visible, then this is due to access authorization problems on the database.
•Check the WebOffice Permissions for the WebOffice extensions User on the directories on the ArcGIS Server and on the output-folder in the WebOffice 10.6 R2 SP2 application.
•Check with which database user the layer is included in the map document (MXD in ArcMap) --> is the appropriate access to the database guaranteed with this user? Check the access rights for this database user in the database settings.
•If you are using an Oracle database: Check your configurations for ORACLE Connection Parameter. The file tnsnames.ora must be located on the server where WebOffice extensions is installed and the WebOffice extensions user must have permission rights to this file.
Note: The following user must also have access to the file tnsnames.ora: IIS_IUSRS.
B. Basemap not visible - own ArcGIS Server map services visible:
If the print is created, but in WebOffice 10.6 R2 SP2 client in the preview of the output format used basemap services are not visible the following suggestions could be helpful:
•Add the "Referer Header" parameter to the OGC Map Service (WMTS) node. This parameter sets the value for the HTTP Referer header for server-side queries. A value can now be specified here (e.g. URL of the WebOffice application: https://gisserver.domain.com/<WebOffice application>), which is then used for server-side fetching of the tiles.
•It may be necessary to import an SSL/TLS security certificate from the WMTS provider on the web server of the WebOffice 10.6 R2 SP2 application.
Note: For more details, see Import SSL Certificates in SynAdmin.