Forum Discussion
Connection error on PBI-Service (Gateway)
Hello,
I have set up a Windows VM with the latest version of the PBI-Gateway.
On that machine I also installed the PBI-Desktop-Client.
I'm trying to connect to our S3 storage via
a) custom connector TRINO
b) official connector Starburst
Both ways do not work on the service site.
Trino leads to:
Details: ENTW-PBI: The credentials provided for the Trino source are invalid. (Source at {"Host":"starburst-dih-dqe-etu.apps.dso-ekad-test01.rz.bankenit.de","Port":443}.) Please have this information handy if you choose to create a support ticket. Session Id: 46f7054f-6464-420d-86ef-1fbb8d04d26e RequestId: cd7cee9c-d2bc-4572-8eb9-3d5351f64a89 Cluster URI: https://api.powerbi.com Status code: 400 Time: Fri Aug 15 2025 09:19:02 GMT+0200 (Mitteleuropäische Sommerzeit)
and Starburst leads to:
With the Desktop-Client on the Gateway-VM the TRINO connections works.
Starburst gets the same error as shown above.
On my local machine with Desktop Client, TRINO also works, but Starburst gets the same error.
Any ideas on that?
Any ideas on how to debug this?
6 Replies
This problem happens because the Power BI Service uses the gateway with its own saved credentials, not the ones from your Desktop session. In the Service, go to Manage Gateways, open the data source, and re-enter the Trino/Starburst credentials exactly as you use in Desktop, making sure host, port, and authentication type match. Desktop works since it uses your local sign-in, but the Service needs credentials stored in the gateway. Also check that the account can access the right schema/table, as the “record not found” error often means missing permissions or a wrong object name. If it still fails, share the session ID and cluster URI with Microsoft support so they can check the logs.
Hi,
of course I checked the credentials in the connection of the service. I also tried different users. They all get the same error. The credentials work on e.g. DBVisualizer and the the PB-Desktop Client.
Microsoft support won't help on this. They said, that Trino and even Starburst are thrid-party connectors and I have to reach out to Starburst for support.
If it works in Desktop but not in the Service, it’s often because the gateway is using different saved credentials than your Desktop. In the Service, the gateway needs its own stored login details, and they have to match exactly - same authentication method, username, password, host, and port. Also make sure that account has access to the schema or table you’re trying to reach. If all of that is correct and it still fails, the best option is to raise a support ticket so Microsoft can check the logs.
Hi Xenobiologist ,
Thank you for reaching out to Microsoft Fabric Community.
Thank you rohit1991 for the prompt response.
As this is not an issue with power bi service and issue while connecting using third party connectors, please raise a support ticket with respective team.
Thank you.
Of course I opened a ticket. Microsoft support couldn't help either.
Seems the documentation and also the logs of PowerBI Software are not good.
It is a pity, that there no further information available.
Hi Xenobiologist ,
Thank you for confirming that you have opened a ticket with the third-party connector team. The Microsoft Power BI team is unable to assist since you are using a third-party connectors.
