cannot login to PowerBI Desktop

[vilmarci]

Dear Community,

We have a few users with the following issue:

They try to sign into Power BI Desktop, they get the prompt to enter their email address, then nothing happens, the standard office login window doesn't open.

Dumps say:

The underlying connection was closed: An unexpected error occurred on a send.
Unable to read data from the transport connection: An existing connection was forcibly closed by the remote host.

All other office desktop apps work fine. PowerBI Online login is ok. All updates installed.

And now, the interesting part:

I tried to troubleshoot with Fiddler, to capture where the connection goes wrong and.. when Fiddler runs, login works fine. We close Fiddler, no login prompt. So basically, the tool that should debug the issue, eliminates it 🙂

User is at home, has simple home network, no proxy, no vpn.

Anyone has an idea how to troubleshoot it?

Thanks

vm

[Anonymous]

Hi @vilmarci ,

Thanks for reaching out to us about your issue. The issue may be caused by multiple reasons, please try the following steps and check if it can work:

• Check Internet Connection: Ensure that the users' internet connection is stable. Try to connect to other online services and see if the issue persists.
• Disable Firewall/Antivirus Temporarily: Sometimes, firewall or antivirus software can interfere with the connection to Power BI Desktop. Try disabling them temporarily and see if the issue persists. Remember to enable them again after the test.
•  Clear Cache: Clear the cache of Power BI Desktop. You can do this by navigating to `File > Options and settings > Options > Diagnostics > Clear Cache`.
• Reinstall Power BI Desktop: If the issue persists, try to uninstall and reinstall Power BI Desktop. Make sure to download the latest version from the official Microsoft website.

If the above ones can't help them to sign into Power BI Desktop successfully, could you please provide the following info for the further troubleshooting?

• What's the version of their Power BI Desktop? 32-bit version or 64-bit version?
• Can they sign into Power BI Desktop before?
• Please check and confirm their computers to fulfill the minimum requirements to run Power BI Desktop. You can find the details in this official documentation.

Best Regards