Troubleshooting Power BI for the IT Pro

You can troubleshoot issues with accessing on-premises data sources registered with the Power BI Admin Center by using following features:

System Health tab in the Power BI Admin Center

Logs page

You can view the logging information from various operations performed using the Power BI Admin Center on logs page of the System Health tab. See Power BI Admin Center - Instructions for Resolving Errors for resolving any errors you see in the logs in the Admin Center.

Status fields in the Power BI Admin Center

You should ensure that all status fields in the Power BI Admin Center display expected values. For example, the status of a gateway should be set to Online for on-premises data sources associated with the data to be accessed successfully. The following list provides some of the status fields in the Power BI Admin Center:

  1. The status of a gateway on the gateways tab should be Online.
  2. The version status of a gateway is set to Up to date. You can view the version status of a gateway by clicking … (ellipsis) next to the gateway on the gateways tab. If the version status is not Up to date, you will need to download and install the latest version of the gateway.
  3. The status of a data source on the data sources tab should be Ready. If the status is not set to Ready, verify that you specified the right database server name, database name, and credentials for the data source.

Gateway status

The following table lists possible values for gateway status field in the Power BI Admin Center and details about those values.

Gateway Status Details
Ready The associated gateway is running and credentials are set.
Running The gateway is online and ready to use.
Running (expiring) The gateway is online but we recommend you upgrade the gateway to latest version because it is going to expire soon.
Stopped (expired) The gateway has expired. Download and install the latest version of the gateway.
Stopped (gateway not available) The associated gateway is not running.
Stopped (offline) The gateway is offline. The may be a problem in the gateway computer (or) the network connection between the gateway computer and the service is offline. Check Windows event log on the gateway computer for any errors or warnings.
Stopped (registration needed) The gateway is not yet registered. Run Data Management Gateway Configuration Manager on the computer on which the gateway is installed and click Register Gateway with the gateway key from the portal to register the gateway with the service.
Stopped (service error) The Power BI service has failed due to an internal error. Please check back later.
Warning (credentials not set) Enter the proper credentials so that the data source is available. For more information about Power BI Credentials, see Business Continuity for a Data Management Gateway.

Alerts in the Power BI Admin Center

This section describes some of the alerts displayed in the Power BI Admin Center and any follow-up actions that need to be performed to resolve an error in the alert.

Alerts related to maximum limits on number of data sources and gateways

There is a pre-defined maximum limit on number of data sources and gateways that an administrator can create in the Power BI Admin Center.

When an administrator tries to create a gateway after the number of gateways reaches the maximum limit for gateways, the administrator will see the following error message: The number of gateways for this tenant has already reached the maximum limit (200). To work around this issue, delete an existing gateway by clicking … (ellipsis) next to the gateway in the gateways tab in the Admin Center and click DELETE, and then try creating a new gateway.

Similarly, when an administrator tries to create a data source after the number of data sources reaches the maximum limit for data sources, the administrator will see the following error message: The number of data sources for this tenant has already reached the maximum limit (1000). To work around this issue, delete an existing data source by clicking … (ellipsis) next to the data source in the in the data sources tab in the Admin Center and click DELETE, and then try creating a new data source.

Event Log on the gateway computer

Perform the following steps on the computer on which the Data Management Gateway is running.

  1. Launch Event Viewer.
  2. Expand Applications and Services Logs.
  3. Select Data Management Gateway. You should see messages from components and services of the gateways.

Status fields in Data Management Gateway Configuration Manager

On the home page, check the values of following fields. See Install, Configure, and Register Data Management Gateway for details about configure the gateway.

Field Value
Gateway name Confirm the name of the gateway matches the name of the gateway in Power BI Admin Center. If it does not match, ensure that you registered the gateway with the right gateway key.
Gateway key status Registered. If the status is not registered, ensure that you registered the gateway with the right gateway key.
Service status Started. If the status is not started, click start service to start the service.

Problem/Cause/Resolution

This section provides issues that you may run into when using the Power BI Admin Center or a data management gateway to access on-premises data sources, possible causes for the issues, and suggested workarounds.

Power BI Admin Center is read-only

The Power BI Admin Center is read-only if the tenant for your organization is in suspended state. Renew your Microsoft Power BI for Office 365 subscription using the licensing tab of the Office 365 Admin Center. See Power BI Provisioning Guide for steps to assign Power BI licenses to users. For details about managing subscriptions in the Office 365 Admin Center, see Manage your subscriptions.

Resolving issues with using the Data Source Manager

If you run into any issues with the Data Source Manager dialog box, verify the following:

  • Only the members of the Data Management Gateway Users Windows group can use the Data Source Manager to updates the credentials. The user who installed the gateway is automatically added to this group. You will need to manually add any other user that is allowed to use the Data Source Manager to the group. The client gateway uses these authentication credentials to access the data source.

These credentials are used by the data management gateway running in on-premises to connect to the on-premises data source. If the ClickOnce application fails to start, verify that your Web browser allows you to run signed applications.

  1. In the Internet Explorer window, click Tools, and click Internet Options.
  2. In the Internet Options dialog box, switch to the Security tab.
  3. Select Trusted Sites zone.
  4. Click the Custom Level button.
  5. Select the Enable option for Run components signed with Authenticode.
  6. Click OK to close the Internet Options dialog box.
  • If you are using Firefox or Chrome browser, the portal detects whether the ClickOnce plug-in is installed for the browser and launches a message box that directs you to the plug-in download location for the browser if the plug-in is not already installed. If you are using Chrome on a Windows 8 computer, you may see the following error message: This application is not supported on this computer. Installation has been disabled. To resolve this, you need to enable the Windows 7 Compatibility Mode for the Chrome executable: right-click Chrome icon, and click Properties. Switch to the Compatibility tab, and check Run this program in compatibility mode for, select Windows 7, and click OK to close the dialog box. Now, launch the browser again. After you install the ClickOnce application, you can undo this setting.
  • You may see a dialog box that says “This application requires that assembly WindowsBase Version 3.0.0.0 installed in the Global Assembly Cache (GAC) first” if you do not have .NET Framework 3.5 not installed or not enabled on the computer. To resolve this issue, do the following: If you are using a Windows Vista or Windows Server 2008 computer, run Windows Update to download and install .NET Framework 3.5 on the computer. If you are using Windows 7 or Windows 8, launch Control Panel, click Programs, click Turn Windows features on or off, and then enable Microsoft .NET Framework 3.5.

Accessing OData feed using self-signed certificate

When you try to access the OData feed from a machine (let’s say Machine B) that is different from the machine on which the gateway is running (Machine A), you may see an error message. For example, you may see the following error when you try to access the OData feed by using the Power Query Add-in for Excel from Machine B: DataSourceError: OData: Request failed (TrustFailure): The underlying connection was close: Count not establish trust relationship for the SSL/TLS secure channel. You also see an error message about the certificate when you use Internet Explorer to access the feed.

Cause: A self-signed certificate is being used to secure the OData feed and the certificate is missing from the Machine B.

Resolution: You can resolve the error by doing one of the following:

  1. Export the self-signed certificate from the Machine A and import it on Machine B into Trusted Root Certificates Authorities\Certificates folder.
  2. Use a certificate that is a provided by a Certificate Authority (CA).

Known Issues and resolutions

  1. On a Microsoft Azure Virtual Machine, when your Admin Center session in an IE (Internet Explorer) tab expires, you may not be able to login back to the portal in the same tab. Open a new tab in IE and login to the Admin Center to work around this issue
  2. If you try to install a 64-bit Data Management Gateway on a 32-bit Windows computer, the installation will fail during the installation process because the platform is incompatible with the executable.
  3. On a Windows 8 computer, you may see the following error message in the event log: unable to enumerate tables. Error message: Credential not found. This may be due to a known issue with Windows 8 operating system. Install this update to fix the issue.
  4. You may not be able store more than 1000 credentials in the Data Source Manager dialog box, which is used to manage access to the data sources registered with the Power BI Admin Center. The Data Source Manager uses the Windows Credential Manager to store credentials and the Windows Credential Manager, by default, can only store about 1000 credentials. To store more credentials, create a key named MaxCredentialsSize of type REG_DWORD under HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Lsa and set the value to a higher value than 1000. For example, to set the limit to 4000, you set the value as 3000000 (approximate number of bytes needed to store 4000 credentials).
  5. When you delete a data source in the Power BI Admin Center, the credentials of users or groups that have access to the data source are not deleted from the Windows Credentials Manager. Therefore, you may hit the Windows Credentials Manager’s limitation of storing 1000 credentials with a lot of unused credentials in it. If you hit the issue, either increase the limit as described in the previous issue or uninstall the gateway and chose to remove all credentials and then reinstall the gateway.
  6. A scheduled data refresh fails, and the message in the Windows event log states "This operation cannot be performed on a completed asynchronous result object”. To fix this issue, install .NET Framework 4.5.1.

See Also

 
 
Applies to:
Power BI for Office 365