External user experiencing the Owl error while attempting to access the guest tenant

[Bhaskar_D]

Hi Team,
External user is encountering the Owl error while trying to access the guest tenant. However he can access his home tenant app.powerbi.com without any issues.
   Error Message : We do not recognize you. Did you enter your credentials correctly?
Technical Details: "Power Bi was unable to read the application metadata

Have added external user as a guest user under the AAD, and the account is an active status.
Enabled below settings under the Admin portal.
 1. Allow Azure Active Directory guest users to access Microsoft Fabric
 2. Invite external users to your organization
 3. Allow Azure Active Directory guest users to edit and manage content in the organization

Tried with the guest tenant URL and report link with viewer access, but the behaviour is same.

"Am I missing anything here? Any assistance would be greatly appreciated.
Thank you in advance!

[V-yubandi-msft]

Hi @Bhaskar_D ,

We’re just checking in on your query. Did the support ticket with Microsoft solve the issue? If it did, could you share the resolution or any key insights here to help others? If we don’t hear back, we’ll close this thread. For more help, reach out via the Microsoft Fabric Community Forum and start a new thread.

Thanks for your understanding.

[V-yubandi-msft]

Hello @Bhaskar_D ,

we wanted to check in as we haven't heard back from you. Did our solution work for you? If you need any more help, please don't hesitate to ask. Your feedback is very important to us. We hope to hear from you soon.

Thank You.

[V-yubandi-msft]

Hi @Bhaskar_D ,

Could you please confirm whether your issue has been resolved or if you are still experiencing any problems? Your feedback is valuable to the community as it helps others who might be facing a similar issue.

If the issue is resolved, please mark it as the accepted solution to assist others in the community in finding the answer more easily.

Thank You.

[Bhaskar_D]

Hi V-yubandi,

Thank you for your response.

We have attempted all the suggestions you provided, but unfortunately, we haven't had any luck.

The user was able to access the service earlier last year, but now they are unable to sign in.
Is there anything else we can try?

[V-yubandi-msft · Accepted solution]

Hi @Bhaskar_D ,

Thank you for confirming the steps you've taken so far. This issue might be related to recent updates in tenant policies, authentication settings, or user permissions. Please follow these additional troubleshooting steps.

1. Guest user tokens can sometimes expire or become invalid. Try removing the user from Azure AD and then re-inviting them to reset any stale authentication tokens.
2. In Azure AD, navigate to External Identities  Cross-tenant access settings and ensure that B2B collaboration is properly configured, and the guest tenant is allowed.
3. Check if any Conditional Access Policies have been updated recently that might be blocking external users. If so, try temporarily disabling them for testing purposes.

If none of these steps resolve the issue, please consider raising a support ticket for further assistance.

To raise a support ticket for Fabric and Power BI, kindly follow the steps outlined in the following guide: How to create a Fabric and Power BI Support ticket - Power BI | Microsoft Learn 

Regards,

Yugandhar.

[Bhaskar_D]

Hi Yugandhar,

We have tested all the suggestions you provided, but unfortunately, the issue remains unresolved. As a result, we have raised a support ticket with Microsoft to address this issue further.

Additionally, could you please clarify the following:

• Is it possible to share an on-premises data gateway with external users?

• If so, the external user should access the gateway from the guest tenant only right? Not from their home tenant correct?

• Can free-licensed guest users access and utilize the shared gateway?

Thank you in advance!

[V-yubandi-msft]

Hello @Bhaskar_D ,

Thank you for your efforts in troubleshooting and raising a support ticket with Microsoft. Here are some key points regarding the On-Premises Data Gateway and External Users.

1. The on-premises data gateway is specific to the tenant and cannot be shared with external (guest) users. Only users within the host tenant can manage and access it.
2. External users must be part of the guest tenant to access resources, but gateways are not available for guest accounts, so they cannot connect through their guest account.
3. Power BI Free users cannot use the on-premises data gateway. Gateway access requires a Power BI Pro license or Fabric capacity-based licensing.

If you receive an update from Microsoft support, please share it here, as it might assist other community members facing a similar issue.

If this post helps, then please consider Accept it as the solution to help the other members find it more quickly.

[Bhaskar_D]

Hi Yugandhar,

Thank you for clarifying our queries regarding sharing the on-premises data gateway with external users.

We will provide updates here once we receive a solution from Microsoft regarding the Owl error.

[V-yubandi-msft]

Hello @Bhaskar_D ,

Thank you for your response. Please share updates once the issue is resolved, as it will help others facing a similar issue.

Regards,

Yugandhar.

[V-yubandi-msft]

Hi @Bhaskar_D ,

Thank you for reaching out to the Microsoft Fabric Community. You've already taken several important steps, including adding the external user as a guest in AAD and enabling relevant settings. However, the issue persists.

Here are a few additional steps to try.

1. Confirm that the external user's email and credentials are correct and match those used to add them as a guest.
2. Ask the user to clear their browser cache and cookies, then attempt to access the guest tenant again. Suggest using a different browser or device to determine if the issue is browser specific.
3. Ensure that the guest tenant settings permit external users to access content. You may need to adjust additional settings in the guest tenant's admin portal.
4. Advise the user to try accessing the guest tenant using InPrivate or Incognito mode to rule out any browser-related issues.
5. Sometimes, re-establishing the connection can resolve internal authentication glitches. Try disconnecting and reconnecting the data warehouse in Fabric.

Once you've reviewed the information. If my response solved your query, please mark it as the Accepted solution to help others find it easily.

And if my answer was helpful, I'd really appreciate a 'Kudos'.