Graph not displaying data

[charliekeen]

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.

[jaineshp · Accepted solution]

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]

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]

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

[Azadsingh]

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.

[FBergamaschi]

What is the error saying before you click on the details you showed? There should be a general message, please include that

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[charliekeen]

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

[charliekeen]

@FBergamaschi 

[FBergamaschi]

I would do the following

1 - Refresh from desktop, publish and check that everything works

2 - trigger a refresh from the cloud and check

Pls come back as soon as you have done the above steps and let's see

If this helped, please consider giving kudos and mark as a solution

@me in replies or I'll lose your thread

Want to check your DAX skills? Answer my biweekly DAX challenges on the kubisco Linkedin page

Consider voting this Power BI idea

Francesco Bergamaschi

MBA, M.Eng, M.Econ, Professor of BI