Power bi gateway appears offline

[kavi_Ruksh99]

My dashboards are not refreshing and it says "The gateway is offline". the gateway is installed in a server and we use another server to get data. Do i have to install the gateway in the same server we use to get data? 

And some says that this is really happening due to that refreshing part is no longer available in power bi pro version and if we need to allow refreshes, we have to go for power bi premium license. 

Anything you all can help me with?

[v-nmadadi-msft]

Hi @kavi_Ruksh99  

As we haven’t heard back from you, we wanted to kindly follow up to check if the suggestions  provided by the community members for the issue worked. Please feel free to contact us if you have any further questions.

Thanks and regards

[v-nmadadi-msft]

Hi @kavi_Ruksh99 .

May I check if this issue has been resolved? If not, Please feel free to contact us if you have any further questions.

Thank you

[kavi_Ruksh99]

a new gateway version has been published on 16th july 2025 and on that day onwards, this issue comes.

[v-nmadadi-msft · Accepted solution]

Hi @kavi_Ruksh99  ,

You can find the currently supported On-Prem data gateways int the article below, if you are having issues with the lates one, try checking the functionality with the previously released gateway and check if the issue still persists.

Currently supported monthly updates to the on-premises data gateways | Microsoft Learn

Also you can check the version of your gateway in the status bar.

I hope this information helps. Please do let us know if you have any further queries.
Thank you

[v-nmadadi-msft]

Hi @kavi_Ruksh99 

I wanted to check if you had the opportunity to review the information provided. Please feel free to contact us if you have any further questions.

Thank you.

[kavi_Ruksh99]

we restarted the gateway which is installed in the server and for 15 minutes gateway showed online in the power bi service portal and connections created also showed as online. but after like 20 minutes, again the same error came and now the gateway is shows as offline. But the gateway is running in the server. 

[v-nmadadi-msft]

Hi @kavi_Ruksh99 ,
Thanks for reaching out to the Microsoft fabric community forum.

Power BI service reported local gateway as unreachable. Restart the gateway and try again.

At the end of configuration, the Power BI service is called again to validate the gateway. The Power BI service doesn't report the gateway as live. Restarting the Windows service might allow the communication to be successful. To get more information, you can collect and review the logs as described in Collect logs from the on-premises data gateway app.

Additionally, You were able to connect to the server but not to the database that was supplied. Verify the name of the database and that the username and password have the proper permission to access that database.

Finally, This error might occur for different reasons. Be sure to validate that you can connect to the data source from the machine that hosts the gateway. This situation could be the result of the server not being accessible.

Within Show details, you can see an error code of DM_GWPipeline_UnknownError.

You can also look in Event Logs > Applications and Services Logs > On-premises data gateway Service for more information. See Event logs for a detailed depiction.

I hope this information helps. Please do let us know if you have any further queries.
Thank you

[collinq]

Hi @kavi_Ruksh99 ,

In regards to refreshing, you do not need Premium to refresh data.  A PRO license can refresh data.  And, a PRO license is sufficient for scheduling refreshing as well.

And, you can install the gateway on any server in your system.  It does not have to be on or near the data server.  That said, when you state "we use another server to get data".  I am not sure what that means?  If that just means that the data source (like SQL for example) is sitting on its own server and the gateway server is a different server than that is quite normal.  In fact, you generally do not want your gateway server to be on teh same server as the data sources.  If it means something else, please explain.

As for the gateway offline message I would first confirm that the gateway server is actually running.  Go to Admin Portal and look at the gateway and confirm it is online.  Next, confirm that the Gateway server installation is current.  Then, confirm that there are no network ports/firewalls that is stopping it from getting to the data source.  Also, you should confirm that your userid has permissions to use the data source in question.