Power BI On-premise Gateway - Error in updating version from PBI service

[XCT]

Hi!

I've tried using the new feature to update the gateway version directly from the “Manage Connections and Gateways” menu.

However, I wasn’t able to get it working — I simply received the generic message “Update failed.”
On the machine hosting the gateway, nothing unusual appears in the application, and the logs only show: “Started the ‘PbiEqwService’.”

My current gateway version is 3000.298.8, and I have the Admin role on this gateway.

Thx for the help!

[XCT · Accepted solution]

Hi,

We've checked the 2 points in the @Juan-Power-bi answer. Unfortunatly, it doesn't work at all.

We've seen that the process doesn't take the proxy configuration into account.

That's pity! One more MS feature which doesn't very suitable for all customers and infrastructure!

We will continue to update gateways directly on the machine by downloading update files .

[Juan-Power-bi]

Hi! The remote update feature from the Service is still relatively new and has some specific requirements that can silently cause it to fail.
A few things to check:
Service account permissions — the Windows service account running the gateway needs local admin rights on the host machine to be able to install the update. If it's running under a restricted account, the installer will fail silently exactly like you're seeing.
Outbound connectivity — the gateway machine needs to reach Microsoft's download endpoints to pull the new installer. If there's a proxy or firewall in the way blocking download.microsoft.com or similar, the update will fail with no useful error in the logs.
The "PbiEqwService started" log entry — that just means the update process was triggered and the service restarted, but it doesn't confirm the new version was actually installed. Check the gateway version in the on-premises gateway app on the machine itself to confirm whether it actually changed.
The reliable alternative is to just update it manually directly on the server — download the latest installer from aka.ms/gateway and run it on the machine. It'll detect the existing installation and upgrade in place, keeping all your connection configurations intact. It's honestly more predictable than the remote update feature for now.
If you need it to work remotely specifically, it's worth raising a support ticket since the logs on the server side would give Microsoft more to work with than what's visible from the Service. 😊

[XCT]

Thx for the answer @Juan-Power-bi!

That's a pity, this feature looked intersting for Fabric Admin (like me) to manage those "on-prem" gateways directly through PBI/Fabric portal. I think it still could be interesting if you have private or on-prem gateways installed on your machine or you have a direct access to them (small org?).

I'll reach out my infrastructure team to check all the points you're mentioned.

PS: Our gateways are installed on AWS EC2 machines and I have no acess to them.

Currently we update our gateways by downloading it directlty on the server. It works well but I need to ask a request to another team 😞