On-premises data gateways

Hey Elipo,

Here are several troubleshooting steps to resolve the gateway version update issue:

1. Verify Installation Completion

• Check if the installation process completed successfully without any errors
• Restart the gateway service after installation: Go to Services → On-premises data gateway service → Restart
• Allow 10-15 minutes for the service to fully initialize before checking the version

2. Clear Gateway Cache and Registry

• Stop the gateway service completely
• Navigate to C:\Users\[Username]\AppData\Local\Microsoft\On-premises data gateway and delete the cache folder
• Clear any remaining registry entries related to the old gateway version
• Restart the machine and then start the gateway service

3. Perform Clean Reinstallation

• Uninstall the current gateway completely from Control Panel
• Remove any leftover files from the installation directory (usually C:\Program Files\On-premises data gateway)
• Download a fresh copy of the latest gateway installer from the official Microsoft site
• Run the installer as Administrator with all antivirus temporarily disabled
• Configure the gateway again with your credentials

4. Check Service Account Permissions

• Ensure the gateway service is running under an account with sufficient privileges
• The service account needs "Log on as a service" rights in Local Security Policy
• Grant full control permissions to the gateway installation folder for the service account

5. Manual Version Verification

• After installation, check the actual gateway executable version in the installation folder
• Compare this with the version showing in the Power BI service portal
• Sometimes the portal takes time to reflect the updated version - wait 24 hours before concluding the update failed

6. Network and Firewall Considerations

• Verify that your corporate firewall isn't blocking the gateway's ability to communicate version information
• Check if proxy settings are interfering with the version check process
• Ensure ports 443 and 5671 are open for outbound connections

7. Alternative Installation Method

• If standard installation fails, try installing in recovery mode
• Use PowerShell to install the gateway with elevated privileges
• Consider installing on a different machine temporarily to isolate the issue

Mostly you will find success with step 3 (clean reinstallation) combined with step 1 (service restart). The key is ensuring no remnants of the old installation remain before installing the new version.

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Best Regards,
Jainesh Poojara | Power BI Developer