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Power BI Gateway Issue



I have a user who has the below error when trying to access an app/report in Power BI. This is only one induividual user who does not have Power BI Desktop installed. 

x This issue was fixed in a more recent version of the gateway, Please install the latest version. 


The user can connect to other apps, and reports, to other cubes etc via Power BI, there is just an issue with this one. 



Community Support
Community Support

Hi @mikejct2021 ,


Could you tell me if your problem has been solved? If it is, kindly Accept it as the solution. More people will benefit from it. Thank you.


Best Regards,
Eyelyn Qin

Community Support
Community Support

Hi @mikejct2021 ,


@v-xicai  There are several points you may considerate:


1.Please try to upgrade the gateway to latest version and make sure it is online.


2.Ensure that all data sources have been added to gateway, as described in Add a data source.


3.Re-input the credentials.


5.If your dataset not only contains cloud data source but also the on premise data source, then it needs to use the gateway and configure schedule refresh, see more: :On-premises data gateway , Configure scheduled refresh .


Note that you also need to select Allow user's cloud data sources to refresh through this gateway cluster option Under Gateway Cluster Settings. See: Merge or append on-premises and cloud data sources.



You could refer to the official document for further help.


Do these make sense? If so, please kindly consider Accept it as the solution to help others having the similar issue and close the case. If not,I think you need to contact the support team by creating the ticket.


Best Regards,
Eyelyn Qin

Super User
Super User

@mikejct2021 , He is getting this error on power bi Serivce ?

The user who shared these report or the publish these reports, is he on the latest version of power bi gateway.


Please update the gateway once and check

Hi amitchandak, 

This user is accessing via We would have the latest version as an organisation  installed yes. 

What about the individual user? 

@mikejct2021 , Ask the user to clear cache and try again. Please log an issue at

@amitchandak  Is that the cache in her browser, as she has tried all 3 browsers and gets the same issue. 

@mikejct2021 , Typically if some new version or report or power bi service gets loaded and cache not cleared, you can get some issues.

The specific issue to the user can be because of

1. Cache

2. Browser version (Hope all user are on the same version)

3. IP access. This user does not have access to some IP. Check if the user can ping ip of the gateway. But if, they are working from the same office, I doubt that. But in different locations, they can have these issues.


There is a set of step to debug gateway issue, you can check these


@amitchandak Thank you I will check those links. 

I believe I have already had the user clear their cache, should all be on the same browser version, and we are in the same office. 

I will let you know. 

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