Cannot receive PowerBI subcription mail

[phchu1226]

Dear sir/madam,

I registered the subcription on a dashboard few months ago and send mail on every Monday.

Everything is fine until today, nothing receive, even though I press "run now" to send the mail, and still nothing receive.

Can anyone help?

Thanks.

Calvin

[v-angzheng-msft]

Hi, @phchu1226 

No, the user may have modified the display name. I don’t think the display name has any effect on subscription emails.
It seems that we cannot easily find the cause of the problem, which is a little frustrating but we did what we could.

If the possibilities we have discussed still do not cover your case, then  I would recommend to open a support ticket.  In my experience they are pretty good at getting back to you in a timly manner. 

Best Regards,
Community Support Team _ Zeon Zheng
If this post helps, then please consider Accept it as the solution to help the other members find it more quickly.

[phchu1226]

Hi, @v-angzheng-msft,

It is so weird, we can receive the subscription email on this Monday as normal..

However, I did not change anything...

[v-angzheng-msft]

Hi, @phchu1226 

This is a bit weird, but I am glad to hear that you can finally receive subscription emails normally.
Maybe the network or something is related to this, we don't know that. If other people have similar problems, maybe we can know something.
But in any case, it’s really nice that the subscription works.😀

Best Regards,
Community Support Team _ Zeon Zheng
If this post helps, then please consider Accept it as the solution to help the other members find it more quickly.

[v-angzheng-msft]

Hi, @phchu1226 

I tried on that day with all subscribers and run again, no email received. After that, I tried to create a subscription with me only, and run it, then received the email.

This is puzzling.
I carefully checked the relevant subscription information. Here are some possible reasons. Please check whether it cover  your case.

• Report page subscriptions are tied to the name of the report page. If you subscribe to a report page, and it gets renamed, you will have to re-create your subscription.
• A subscription will end if the Pro or Premium Per User (PPU) license expires, the dashboard or report is deleted by the owner, or the user account used to create the subscription is deleted.
•  Your organization may have disabled this feature or a maximum subscriber limit may have been reached.

Are the other recipients a group or a single email address? Does any of the other recipients have expired licenses?

Has the subscribed report or dashboard been deleted?

If you re-create a subscription and run it now, will the subscription work? What is the information page for subscription looks like?

If that will not cover your case I would recommend to open a support ticket. 

Edit: If additional information will be provided, I will get back to you during office hours tomorrow.

Best Regards,
Community Support Team _ Zeon Zheng
If this post helps, then please consider Accept it as the solution to help the other members find it more quickly

[phchu1226]

Hi @v-angzheng-msft ,

1)Report page subscriptions are tied to the name of the report page. If you subscribe to a report page, and it gets renamed, you will have to re-create your subscription

-->nothing changed on the powerbi dashboard&report&subscription

2)Are the other recipients a group or a single email address? Does any of the other recipients have expired licenses?

-->single email address, I believe all licenses are fine.

3)If you re-create a subscription and run it now, will the subscription work? What is the information page for subscription looks like?

-->need to wait until Monday

*

I found that one of the subscriber's display name is different from before..

e.g. I added the subscriber few months ago and the display name showed "Chu Calvin" , and now when I type the same email address again, the display name changed to "Chu", would this affect the subscription email?

*

It is not convenient to capture the real one, here is the example, do you get what I mean?

before:  

now:

Thanks

[v-angzheng-msft]

Hi, @phchu1226 

Based on my testing, when clicking Run Now, you will receive an email within one to two minutes.
Please check the link below to see the limitations and Considerations of the subscription.

Subscribe to a report or dashboard in the Power BI service

Subscribe others to your reports and dashboards in the Power BI service

Subscribe yourself and others to paginated reports in the Power BI service

If the cause of the problem cannot be found, I think a simple and effective solution is to recreate the same subscription to replace the original one.

Hope this helps.

Best Regards,
Community Support Team _ Zeon Zheng
If this post helps, then please consider Accept it as the solution to help the other members find it more quickly.

[phchu1226]

Hi @v-angzheng-msft ,

The subcription was created few months ago and everything is fine, i.e. we can receive the email every Monday. This problem only occur on this Monday, and I do not change anything.

"when clicking Run Now, you will receive an email within one to two minutes."

-> I clicked the "Run Now" button many times and it showed success but no any email received at that monent.

Still cant figure out what's happen because I did not change anything..

Thanks.

[v-angzheng-msft]

Hi , @phchu1226 

If it says that is successful but you don't receive the email, this may indicate that the service sent the email successfully but there is something wrong with your Mailbox. My guess is that your email was blocked or the email was treated as a junk email, etc.

A simple and effective way to see if you are not receiving it is to check if all subscribers are not receiving it, if everyone else is receiving it but you then the problem is in your mailbox.
In addition, to check if the subscription is expiring and if the license is expiring.

Best Regards,
Community Support Team _ Zeon Zheng
If this post helps, then please consider Accept it as the solution to help the other members find it more quickly.

[phchu1226]

Hi @v-angzheng-msft ,

We checked the junk mail box, nothing found.

* please noted that we kept receiving the email every Monday before*

A simple and effective way to see if you are not receiving it is to check if all subscribers are not receiving it

-> yes, everyone were not receiving.

to check if the subscription is expiring and if the license is expiring.

-> where can I check the subscription is expiring or not?

Thanks.

[v-angzheng-msft]

Hi, @phchu1226 

Check if the expiration time is set when creating the subscription. 

The easiest solution is to create a new subscription to see if you can receive emails.

Best Regards,
Community Support Team _ Zeon Zheng
If this post helps, then please consider Accept it as the solution to help the other members find it more quickly

[phchu1226]

@v-angzheng-msft ,

oh, I got what you are asking about.

I set to 31/12/9999, should be never expire..

create a new subscription to see if you can receive emails

-> I tried on that day with all subscribers and run again, no email received. After that, I tried to create a subscription with me only, and run it, then received the email.

Is it possible this issue caused by the subscribers?

Thanks.

[Greg_Deckler]

@phchu1226 You could check the Issues forum here:

https://community.powerbi.com/t5/Issues/idb-p/Issues

And if it is not there, then you could post it.

If you have Pro account you could try to open a support ticket. If you have a Pro account it is free. Go to https://support.powerbi.com. Scroll down and click "CREATE SUPPORT TICKET".