Forum Discussion
Personal Gateway isn't working
Hello everyone,
I am trying to update my Power BI Dashboard automatically in the service again.
Unfortunately, my on-premises data gateway (personal mode) is offline, and the update fails with the message:
‘Your data gateway (personal mode) is offline or couldn't be reached.’
When trying to repair or reinstall the gateway, I get the error:
‘The gateway update failed’ (see attachment)
and in the logs:
Error code 1603 / SFXCA: Failed to create temp directory. Error code 5
I don't know what to do - can someone help me?
I receive this in my powerbi:
I never changed anything, so I don't know what to do.
Thank you very much for your help in advance 🙂
Hi Isabellemilow,
If you're encountering the error "The gateway update failed" along with error code 1603 and a message about failing to create a temp directory (error code 5), it's likely due to permission issues in your Windows environment. Start by downloading the latest version of the On-premises Data Gateway (Personal Mode) from the official Microsoft site. Right-click on the installer and choose "Run as administrator" to ensure it has the necessary permissions to complete the update. Next, check your system's TEMP and TMP environment variables by navigating to System Properties → Advanced → Environment Variables, and make sure they point to a valid location.
Open this directory manually, clear any unnecessary temporary files, and verify that your user account has full control under the folder’s Security tab. Sometimes antivirus or Windows Defender software can interfere with installations, so consider temporarily disabling them during the update process. If the issue persists, try installing or updating the gateway under a new Windows user account with administrative privileges. These steps usually resolve the installation and update problems caused by permission or environment issues.Happy to help! If this addressed your concern, marking it as "Accepted Solution" and giving us "kudos" would be valuable for others in the community.
Thank you.
10 Replies
v-sgandrathiCommunity Support
Hi Isabellemilow,
If you're encountering the error "The gateway update failed" along with error code 1603 and a message about failing to create a temp directory (error code 5), it's likely due to permission issues in your Windows environment. Start by downloading the latest version of the On-premises Data Gateway (Personal Mode) from the official Microsoft site. Right-click on the installer and choose "Run as administrator" to ensure it has the necessary permissions to complete the update. Next, check your system's TEMP and TMP environment variables by navigating to System Properties → Advanced → Environment Variables, and make sure they point to a valid location.
Open this directory manually, clear any unnecessary temporary files, and verify that your user account has full control under the folder’s Security tab. Sometimes antivirus or Windows Defender software can interfere with installations, so consider temporarily disabling them during the update process. If the issue persists, try installing or updating the gateway under a new Windows user account with administrative privileges. These steps usually resolve the installation and update problems caused by permission or environment issues.Happy to help! If this addressed your concern, marking it as "Accepted Solution" and giving us "kudos" would be valuable for others in the community.
Thank you.
- v-sgandrathi
Hi Isabellemilow,
May I ask if you have gotten this issue resolved?
If it is solved, please mark the helpful reply or share your solution and accept it as solution, it will be helpful for other members of the community who have similar problems as yours to solve it faster.
Thank you.
- v-sgandrathi
Hi Isabellemilow,
I wanted to check in your situation regarding the issue. Have you resolved it? If you have, please consider marking the reply as Accepted solution and give Kudos that helped you. It would be greatly appreciated by others in the community who may have the same question.
Thank you.
We have personal and enterprise gateway installed on a server. After latest windows updates, now we can only install and run one gateway. If we install the personal gateway and then try to install the enterprise gateway, we get the error ""The on-premise data gateway installation has failed- Review the logs, fix the errors and then try installing again- code 1920. If we do the other way like installing the enterprise gateway first and then try to install the personal gateway we get this error "The gateway is not running on your computer". Any feedback?
- v-sgandrathi
Hi Ad_Khattak,
The issue seems to be caused by recent Windows updates, which have created conflicts between the Personal Gateway and Enterprise Gateway when both are installed on the same machine. These updates changed how gateway services are registered, leading both editions to use the same service components and causing installation errors such as 1920 (“service failed to start”) or the Personal Gateway showing as not running. Uninstalling may leave behind gateway services or folders in Program Files or LocalAppData, which can prevent the installer from registering the service again. Microsoft now advises against installing both Personal and Enterprise Mode on the same server, as this setup is no longer stable or supported. The best workaround is to keep the Enterprise Gateway on the server and move the Personal Gateway to another machine or VM.
Thank you.
Hi v-sgandrathi , Thanks for your respone. We need both the gateways for the time being so our BI team can migrate all the dashboard from personal to Enterprise. How can we achieve this if we are unable to install/run both at the same time.
- v-sgandrathi
Hi Ad_Khattak,
Currently, you can’t run Personal and Enterprise gateways together on the same machine because recent Windows updates make both installers register the same service components. Since this can’t be fixed by repair or configuration, the recommended way to migrate is to set up the Personal Gateway on a different machine or temporary VM while the Enterprise Gateway stays on the server. Your BI team can keep refreshing datasets with Personal Mode on the alternate machine, finish the migration, and then remove the Personal Gateway once everything is on the Enterprise Gateway. This approach prevents service conflicts and follows Microsoft’s gateway requirements.
Thank you.
