Forum Discussion
Graph not displaying data
Hi all,
I have a report that is failing to display my data. This graph has been working for months, but today I all of a sudden have an error. The graph gets its data from on Excel file, stored on premise. It accesses this through a gateway, which is showing all fine with no problems.
After clicking see details, I get the following error:
Activity ID: 982e8ce0-e81b-41e9-b22a-08b0ea0665ec
Request ID: a3bf5262-af59-4be3-a9bb-3ddcdc7656bf
Correlation ID: a744fc5a-42b2-505d-952d-ee3a91b0520e
Time: Mon Jul 28 2025 10:55:35 GMT+0100 (British Summer Time)
Service version: 13.0.26369.35
Client version: 2507.3.25169-train
Cluster URI: https://wabi-uk-south-b-primary-redirect.analysis.windows.net/
Is anyone else having similar issues, and is there a fix?
Any help would be appreciated.
Hey charliekeen ,
I hit the same issue today with service version 13.0.26369.35 (Cluster: WABI‑UK‑SOUTH‑B‑PRIMARY). This appears to match Microsoft’s previously documented known issue #844 – “intermittent refresh failure through on-prem gateway” – which, although officially marked as resolved, can still occur unless the data source is fully reset.What fixed it for me:
Updated the on-premises gateway to the latest supported version
Removed the Excel connector from Manage Gateways
Recreated the connector from scratch, ensuring the correct ACE driver and credentials were used
Rebound the dataset to the newly created connector
Manually triggered a refresh – both manual and scheduled refreshes are now working perfectly
Additionally, make sure the 64-bit Access/Excel OLEDB driver is installed on the gateway machine. If you're using Windows Authentication/Kerberos, confirm that SPNs and delegation settings are correctly configured.
This process effectively reset the gateway token and resolved the issue entirely.
I'm confident this will work for others facing the same problem.
If it helps you too, please consider giving it a kudos and marking it as the accepted solution. 👍
8 Replies
Hey charliekeen ,
I hit the same issue today with service version 13.0.26369.35 (Cluster: WABI‑UK‑SOUTH‑B‑PRIMARY). This appears to match Microsoft’s previously documented known issue #844 – “intermittent refresh failure through on-prem gateway” – which, although officially marked as resolved, can still occur unless the data source is fully reset.What fixed it for me:
Updated the on-premises gateway to the latest supported version
Removed the Excel connector from Manage Gateways
Recreated the connector from scratch, ensuring the correct ACE driver and credentials were used
Rebound the dataset to the newly created connector
Manually triggered a refresh – both manual and scheduled refreshes are now working perfectly
Additionally, make sure the 64-bit Access/Excel OLEDB driver is installed on the gateway machine. If you're using Windows Authentication/Kerberos, confirm that SPNs and delegation settings are correctly configured.
This process effectively reset the gateway token and resolved the issue entirely.
I'm confident this will work for others facing the same problem.
If it helps you too, please consider giving it a kudos and marking it as the accepted solution. 👍What is the error saying before you click on the details you showed? There should be a general message, please include that
If this helped, please consider giving kudos and mark as a solution
me in replies or I'll lose your thread
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Thanks for the fast response. Here is the error message. The data displays on desktop version, but not online version.
Hi charliekeen
To help investigate further, could you please share a screenshot of the error you're encountering? It would also be helpful to know when the issue occurs.
Looking forward to your update!Regards,
Azad
Thanks for the fast response. Here is the error message. The data displays on desktop version, but not online version.
Hi charliekeen , Check if your on-prem gateway is online and updated, verify data source credentials, and review the “See details” section in the error for Activity ID and timestamps to investigate further.
