Forum Discussion

charliekeen's avatar
charliekeen
New Member
1 year ago
Solved

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 o...
Need Help
  • jaineshp's avatar
    jaineshp
    1 year ago

    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. 👍

Azadsingh's avatar
Azadsingh
Resolver II
1 year ago

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

  • charliekeen's avatar
    charliekeen
    New Member
    1 year ago

     

    Thanks for the fast response. Here is the error message. The data displays on desktop version, but not online version.

    • Azadsingh's avatar
      Azadsingh
      Resolver II
      1 year ago

      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.