Forum Discussion
Personal Gateway isn't working
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.
Community SupportHi 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.
