'Basemap not available' when loading map in ArcGIS Online

[GavinMayeda]

I have created a map in ArcGIS Online and I have shared this map with my organization.  The person that this map is intended for has tried several times to open the map and is receiving the message "Basemap is not available.  Displaying the default basemap instead."

She is receiving this message when trying to open the map in Google Chrome (not IE 11).  I am able to open the map without issues in IE 11 and Chrome, but I receive this same message in Firefox.

Does anyone have any idea what is causing this, or have a workaround?  My office frowns on installing multiple browsers (Firefox is highly frowned upon).

As always, thank you all in advance for any insight!

Dell OptiPlex 9010

Intel(R) Core(TM) i7-3770 CPU @ 3.40 GHz

8.0 GB RAM

Windows 7 Professional 64-bit OS

AMD Radeon HD 7570

Dual Dell U2414H Monitors

[KellyGerrow]

Is the basemap that is used in the web map shared with the user who is consuming the web map?

Is this an Esri basemap or a layer that was created in your organization?

-Kelly

[GavinMayeda]

Hi Kelly, thank you for responding.  The basemap that I am using is the standard ESRI 'Streets', as we don't need anything more elaborate for what we are working on.

She is able to load the map in IE 11, but her preference is Chrome.  I am personally not a programmer, so I don't understand any of the pros and cons of different browsers.........

[DanPatterson_Retired]

depending where/how it was created, some preconditions may apply

Using Bing Maps—Help | ArcGIS for Desktop

Working with basemap layers—Help | ArcGIS for Desktop

https://blogs.esri.com/esri/supportcenter/2013/04/01/having-issues-adding-arcgis-online-basemaps-to-...

[GavinMayeda]

Hi Dan,

Unfortunately, this is not a basemap that I created, it is the standard ESRI 'Streets' basemap.

Thanks for responding!

[AdrianWelsh]

Hi Gavin,

Can you share the link to the basemap here so that we can test it?

[GavinMayeda]

Hi Adrian,

The basemap is the standard ESRI 'Streets' basemap, we really don't need anything more elaborate at this stage for what she is doing.

Thank you for responding!

[AdrianWelsh]

Gavin,

Just a couple of thoughts. Have you tried clearing your cache (deleting browser history) in Chrome? Sometimes I find that this helps with my ArcGIS Online maps. Also, have you tried viewing this basemap in Chrome incognito? Where are you located?

[GavinMayeda]

Adrian,

I use IE primarily when I'm working with ArcGIS Online.  When we are having network issues I will change up browsers to Chrome, but that's pretty rare.

I have convinced the person that is using the map to use IE, so I will try getting her to clear her cache or using the incognito tab although it seems to me that she shouldn't have this issue at all.  I was able to open the map in IE and Chrome, but had issues in Firefox. 

We are located in Northern California, and our network is normally stable.

[KellyGerrow]

Hi Gavin,

Is it possible to share the web map? Is there any chance that there is mixed content in the web map? This would be using a combination of http and https services? Some browsers and browser settings can prevent web sites with mixed content from drawing completely. Try using ArcGIS Online Assistant to inspect the web map json to see if there is a mix of http and https service urls.

-Kelly