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Certain users time out when viewing an app

We currently have a published app that the is used company wide. We are expericening that some users can't not view the app. They are getting a time out issue :  

 

Couldn't load the data for this visualConnection Timeout Expired. The timeout period elapsed during the post-login phase. The connection could have timed out while waiting for server to complete the login process and respond; Or it could have timed out while attempting to create multiple active connections. This failure occurred while attempting to connect to the routing destination. The duration spent while attempting to connect to the original server was - [Pre-Login] initialization=3; handshake=24; [Login] initialization=0; authentication=0; [Post-Login] complete=2; The duration spent while attempting to connect to this server was - [Pre-Login] initialization=6; handshake=23; [Login] initialization=0; authentication=0; [Post-Login] complete=60129; ;The wait operation timed out. The exception was raised by the IDbConnection interface.Please try again later or contact support. If you contact support, please provide these details.
  • Activity ID
  • 334d8cf1-3de4-444c-bdf2-53449f781810
  • Request IDb51baa98-07f3-4f6b-a7ba-678b46d088d6
  • Correlation ID140274f9-84c9-8171-02b8-566d1f58348a
  • TimeWed Jun 07 2023 09:49:33 GMT+0100 (British Summer Time)
  • Service version13.0.20819.75
  • Client version2305.5.14128-train
  • Cluster URIhttps://wabi-uk-south-redirect.analysis.windows.net/

 

Strange is that myself and my manger can access the app with issue.  Any ideas. 

Status: Investigating

Hi @Kieran_Ultra_23 ,

 

I‘ve tried to reproduce your problem but failed.

Based on the above information, if you are a Power BI Pro licensee, you can create a support ticket for free and a dedicated Microsoft engineer will come to solve the problem for you.
It would be great if you continue to share in this issue to help others with similar problems after you know the root cause or solution.

 

The link of Power BI Support: Support | Microsoft Power BI

For how to create a support ticket, please refer to How to create a support ticket in Power BI - Microsoft Power BI Community

 

Best Regards,
Community Support Team _ Caitlyn

Comments
v-xiaoyan-msft
Community Support
Status changed to: Investigating

Hi @Kieran_Ultra_23 ,

 

I‘ve tried to reproduce your problem but failed.

Based on the above information, if you are a Power BI Pro licensee, you can create a support ticket for free and a dedicated Microsoft engineer will come to solve the problem for you.
It would be great if you continue to share in this issue to help others with similar problems after you know the root cause or solution.

 

The link of Power BI Support: Support | Microsoft Power BI

For how to create a support ticket, please refer to How to create a support ticket in Power BI - Microsoft Power BI Community

 

Best Regards,
Community Support Team _ Caitlyn