Forum Discussion
Support from Microsoft Power BI
Hi,
I am not sure if this is the correct forum or platform for this discussion/question, but I have to start somewhere..
We have a critial issue in our Power BI solution so I opened a priority support request to Power BI support, and I got an automatic reply saying that a technical resource would contact me within 2 hours.
This is approx. 48 hours ago. I have called Microsoft support, partner support (we're a double gold partner), tech support etc. 6-7 times to get an update, but everybody is saying the same thing; "we cannot garantuee anything, but a technical person should call you shortly, probably within an hour".
Do anyone here know how to get in touch with a technical resource related to Power BI? This issue is turning into a real headache for us.
Also, for you guys being partners like we are, is this common from the Microsoft Power BI team? We have to re-evaluate which platform we reccomend to our customers if this is the level of support you get if/when something blows up, regardless of where in the eco-system the root cause is.
11 Replies
hereri Do you want to specify your problem here and see if community is able to help you ?
Sure thing..
We have our DW connected to an on-premise SSAS Tabular model. We use 1 dataconnection to get data, and we (still) use Analysis Services Connector.
All of a sudden on Tuesday our reports (and connection) started saying "unable to load the model" and then failing.
1) We have rebooted the SAAS server also hosting the connector
2) The connector claims to be connected (Connected: You're good to go!)
3) The SQL profiler (connected to SAAS) shows no hits from PowerBI when I try to load the data
4) I have installed the Enterprise gateway, new connections from that connector gives me data
There is one possible clue that I have. When I open the Analysis Services Connector, click edit, changes the "Friendly error message" and click "Save" I get the following:
(!) The data at the root level is invalid. Line 1, position 1.
There has been no changes to the connector (config changes) the last week before this problem appeared.
I am reluctant to uninstall the Power BI Analysis Services Connector right now, as that would only add another factor to the situation.
Thanks ankitpatira :)
Hi hereri. Are you using the Enterprise Gateway or the old SSAS connector? I believe the old connector is not longer supported (although I'm not sure if that means it will no longer work or not). This post mentions it is no longer supported:
https://powerbi.microsoft.com/en-us/blog/power-bi-gateways-april-update.
We upgraded to the Enterprise Gateway a while ago, and from memory it was pretty seamless upgrade.
https://powerbi.microsoft.com/en-us/documentation/powerbi-gateway-enterprise-upgrade-as-connector/
I can understand your reluctance to change anything though. Power BI is very fragile. I also undestand your frustrations with support.
