Chart & Visualization Issues

Fix Excel Map Chart Cannot Retrieve Information Error

Maira Mehtab Sep 20, 2026 868 views

Question details

Users are encountering an error when trying to generate Map Charts, with Excel falsely claiming there is a problem retrieving information and prompting the user to go online.

Product: Microsoft Excel 365
Device & OS: not provided
Scenario: Creating a map of the United States using state and store-count data.
Observed behavior: Excel displays the error message: 'There was a problem getting the information for your map chart. Make sure you're online and try again.' This occurs repeatedly even when the device has an active internet connection.

Before you start

Verify that your internet connection is stable and that Excel is not being blocked by a firewall, as Map Charts require a connection to Bing Maps services to function.

Solution 1Recommended

Verify Service Status and Report to Microsoft

Confirm the issue is server-side and submit feedback to Microsoft with your sample data to expedite the service restoration.

The 'Cannot Retrieve Information' error in Excel 365 Map Charts is frequently caused by outages or backend bugs in Microsoft's Bing Maps integration, rather than your local network. Multiple users have reported this specific issue starting in June 2024 when mapping United States data.

Open Excel Help

Open your Excel workbook and navigate to the 'Help' tab located on the top ribbon.

Access Feedback

Click on 'Feedback' and select 'Report a Problem' from the side panel.

Provide Sample Data

Describe the issue, attach a screenshot of the error message, and include a sample of your state and store-count data.

Submit the Report

Click 'Submit' to send the information directly to the Microsoft engineering team so they can investigate the Map Chart service disruption.

Service Outage: Because Map Charts rely heavily on external cloud services, if your internet is working fine for other applications, the issue is almost certainly a bug on Microsoft's end.

Solution 2

Use Alternative Visualizations Temporarily

While waiting for the Excel Map Chart service to be restored, utilize other standard chart types to visualize your geographic data.

Free Microsoft Office alternative

Try WPS Office for Reliable Charting and Data Visualization

If you are frustrated by sudden service interruptions in Microsoft Excel, consider switching to WPS Office. It provides a lightweight, highly compatible spreadsheet tool with robust offline charting capabilities that do not constantly rely on external cloud services.

1. Download WPS Office: Download and install WPS Office for free from the official website.
2. Open Your Excel File: Launch WPS Spreadsheet and open your existing Microsoft Excel (.xlsx) file directly.
3. Create Charts Offline: Highlight your dataset, navigate to the 'Insert' tab, and choose from a variety of highly customizable, offline-ready chart types.

Fully compatible with Microsoft Excel formats (.xlsx, .xls, .csv).Create rich, professional charts without relying on spotty online map services.Lightweight design ensures fast loading and smooth offline performance.Familiar user interface means zero learning curve when switching from Microsoft Office.

Frequently Asked Questions

Why does Excel Map Chart say I am offline when I am connected to the internet?

Excel Map Charts rely entirely on Microsoft's Bing Maps service to render geographic data. If the Bing Maps server is down or experiencing backend bugs, Excel cannot retrieve the necessary data and mistakenly reports it as a local offline error.

Can I create Map Charts in Excel completely offline?

No, Excel Map Charts require an active internet connection to send your geographic data to Bing Maps for rendering. You cannot use this specific feature offline.

Are there any immediate workarounds if my Excel Map Chart is broken?

While waiting for Microsoft to fix the backend service issue, you can use alternative chart types like bar or column charts to display your data. Alternatively, you can use third-party mapping add-ins or other Office software that does not rely on Bing Maps.

Excel & Data Problems