User cannot access USGS Topographic Basemap in ArcGIS Pro

[k80godding]

I have a user who cannot access the USGS Topographic Basemap in ArcGIS Pro.

He is using Pro version 3.3.5. The basemap service URL is https://basemap.nationalmap.gov/arcgis/rest/services/USGSTopo/MapServer. Several other coworkers including myself can access it just fine. He has tried a new project, a new Map, clearing his cache in Pro, restarting his machine, closing and re-opening the project. He can see/use the basemap when he is signed in to our ArcGIS Online org in Pro, but cannot when he is signed in to our org's Portal. I'm not sure why that would affect accessing a public basemap, but feels noteworthy.

Anyone experience anything like this or have any idea what would cause this?

Thanks!

[k80godding]

He has tested viewing the service URL in a browser via a AGO Viewer and gets the error: "Unsupported layer. This layer type is not supported". He also gets the error "Service does not exist or is inaccessible." when he adds the URL in the Add Layer dialogue in the Viewer.

[Ed_]

it's not entirely related but maybe look into this https://support.esri.com/en-us/knowledge-base/problem-the-basemap-gallery-is-empty-in-arcgis-pro-000...

[BannerGISTech]

I have been experiencing this issue as well. I thought it was just an issue on USGS' end, but that is bizarre you and others are able to access the basemap.

[JoshuaBixby]

Did this work with previous versions of ArcGIS Pro?  What OS is the user running?

[k80godding]

Yes this worked with previous versions of Pro, and the user was on Windows 11.

[Robert_LeClair]

There's a similar Esri Community post here that may be of assistance - Why can't I add the Basemap for "USGS National Map" on both ArcMap & ArcPro?

How is the user attempting to add the basemap?  I was able to add the basemap via the Map core tab, in the Layer group, click the dropdown for Add Data and choose "From path" - then I copy/pasted the URL into the path box.  It worked just fine...

[k80godding]

He would get an error like "Add data. Failed to add data: https://basemap.nationalmap.gov/arcgis/rest/services/USGSTopo/MapServer   Expected { or [; state : Empty: buffer :" when trying to add the feature "From path" with the URL

[Robert_LeClair]

Okay this is interesting.  The basemap does work if the user is connected to ArcGIS Online from their list of ArcGIS Pro portals but fails if ArcGIS Pro is connected to the organizational portal.  There are very few support cases on the error message that you listed but one that's similar had the following resolution:  

• Check with IT to see if there are any rules to restrict access to the server geographically by IP or geofence.
• Check whether the firewall of the network connection has whitelisted the following domains:
  *.arcgis.com
  *.arcgisonline.com [arcgisonline.com]
  *.amazonaws.com [amazonaws.com]
  *.virtualearth.net [virtualearth.net] (for Bing maps)
  *.esri.com

What's curious to me is why this one machine cannot see the basemap yet all others can.  What is unique about this computer?