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WMTS Maximum scale

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Hi, I have a custom WMTS tile service which I can successfully consume in ArcGIS 10.2.1. However, my maximum TileMatrix (zoom 14 in British National Grid) is set to a scale of 1:625 but ArcGIS only ever fetches tiles up to the TileMatrix of the previous level of zoom 13 with scale 1:1250. In QGIS, the tiles fetches for zoom 14 are fine as expected.

I played around and set zoom 14 to 1:999 then 1:1000 and I can see that there seems to be a maximum scale of 1:1000??

For our web Mercator tiles, our maximum zoom is 19 which has scale 1:1066.36.. so that's fine. Could anyone confirm if 1:1000 is the maximum scale for fetching tiles in WMTS and if it's a possible bug?

Thanks

Jason

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