Recovery Key not working

[Anonymous]

Hi, 

I have updated our Power BI Gateway and am looking to migrate the existing gateway. To do so I need to use the Recovery Key, which I saved in our Password Manager when I set up the original gateway. However, when I enter this Recovery Key I keep getting the error message saying "The recovery key is incorrect, please try again.". 

The recovery key I saved is 100% correct, so why would the gateway not be accepting it?

Thanks, 

Vav

[GilbertQ · Accepted solution]

Hi @Anonymous 

What you can do is open up your On-Premise Data gateway.

Sign into the data gateway. 

Once signed in you will see an option on the left hand side for Recovery Keys, and you can set a new recovery key as shown below.

[Anonymous]

This isnt the answer, as you still need the existing recovery key to update the key.

There is NO way to update the key without it, you'll have to recreate another GW.

However, im perplexed as we also added the key to our password vault, it just doesnt work. Wondering if there's a bug here (or a small chance of human/vault issues)

Solve: It looks like you might enter a new key after you recover it (?) but I went back to the PREVIOUS recovery key, and thats worked for me

[exokk]

The support for gateway recovery key issues is low to non-existent. They won't even properly tell you how to reset everything. Best bet is to uninstall and start from scratch. Either you know it or you are lost. In my case it appears the Gateway configurator once accepted keys shorter than 8 characters, but the one I jotted down (6 characters long) is of course not be accepted (anymore). Now I can neither change it or reset it. Support level: Pathetic.

[Vetrivel]

Sorry, I could not get you. You mean, your old Recovery key worked?

I am in the same boat. I saved the recovery key cautiously while creating. However it is not working now. Feeling helpless. 

[Greg_Deckler]

You could check the Issues forum here:

https://community.powerbi.com/t5/Issues/idb-p/Issues

And if it is not there, then you could post it.

If you have Pro account you could try to open a support ticket. If you have a Pro account it is free. Go to https://support.powerbi.com. Scroll down and click "CREATE SUPPORT TICKET".