Unable to Load Report in Power BI Service Suddenly

[PBIUSER_01]

Hi, Our customers access Power BI reports through a custom UI portal where we have embedded Power BI. We allow users to create new reports through this UI, based on a standard semantic model we provide. Whenever they create a new report from this model, the report is saved in the Power BI Service with a new report ID.

Recently, customers have been unable to load a report they created through the UI. When we try to open it directly in the Power BI Service, it only displays “report loading” and never finishes loading . We are also unable to download the PBIX file because the report won’t load, and it was loading earlier.

Could anyone advise how to troubleshoot this issue as we are unable to download the pbix? 

Thanks in Advance

[MohdZaid_ · Accepted solution]

Hey @PBIUSER_01  ,

If the report is stuck on “Loading your report” in the Power BI Service and never finishes, the issue is usually related to the semantic model (dataset), permissions, or a recent change in the service rather than the report file itself. Since the report was working earlier and was created from a shared semantic model, the first thing to check is whether the underlying semantic model is still accessible and refreshing correctly. Try opening the semantic model directly in the workspace, check its refresh history, and confirm there are no credential or gateway errors.

Also verify that the users (and the embedding service principal, if applicable) still have proper permissions on both the report and the semantic model. If this is embedded via a custom portal, confirm that the embed token is being generated correctly and hasn’t changed due to permission or workspace updates.

If the report won’t open in the Service, you unfortunately won’t be able to download the PBIX from there. In that case, try these steps:

• Duplicate the report from the workspace (if possible).
• Rebind the report to the semantic model.
• Create a new blank report connected to the same semantic model to see if it loads.
• Check the browser developer console (F12) for any errors when the report tries to load.

If none of these work, it may be a backend service issue, and raising a Microsoft support ticket with the Report ID, Workspace ID, and Correlation ID (from browser dev tools or error details) would be the next step.

Since it was working before and suddenly stopped, this often points to a service-side issue or a semantic model change rather than corruption of the report itself.

[SamInogic · Accepted solution]

Hi,

As per our understanding , users create reports from a shared semantic model via your embedded portal. The report gets saved with a new Report ID in Power BI Service, but now:
If the report is stuck on “report loading” and won’t open in Power BI Service, this is usually a Service-side issue rather than an embedding issue.

Key Things to Check

• Semantic Model Status – Check if the dataset recently refreshed, failed, or had schema changes (removed/renamed fields can break reports).
• Capacity Issues (Premium/Fabric) – Verify memory/CPU pressure or evictions in Capacity Metrics. Reports may hang if resources aren’t available.
• Custom Visuals – A broken or outdated custom visual can cause infinite loading.
• Browser Test – Try Incognito/different browser to rule out caching.
• Rebind or Clone via REST API – Attempt to rebind the report to the dataset or clone it. If the cloned version works, the original report metadata may be corrupted.

Important Note

If the report was created directly in the Service (not from Desktop), downloading the PBIX may not be possible anyway.

If none of the above resolves it, raise a Microsoft support ticket with:
• Report ID
• Dataset ID
• Correlation ID from browser DevTools

Most commonly, this is caused by dataset schema changes, corrupted report metadata, or capacity pressure.

Hope this helps.

Thanks

[MohdZaid_ · Accepted solution]

Hey @PBIUSER_01  ,

If the report is stuck on “Loading your report” in the Power BI Service and never finishes, the issue is usually related to the semantic model (dataset), permissions, or a recent change in the service rather than the report file itself. Since the report was working earlier and was created from a shared semantic model, the first thing to check is whether the underlying semantic model is still accessible and refreshing correctly. Try opening the semantic model directly in the workspace, check its refresh history, and confirm there are no credential or gateway errors.

Also verify that the users (and the embedding service principal, if applicable) still have proper permissions on both the report and the semantic model. If this is embedded via a custom portal, confirm that the embed token is being generated correctly and hasn’t changed due to permission or workspace updates.

If the report won’t open in the Service, you unfortunately won’t be able to download the PBIX from there. In that case, try these steps:

• Duplicate the report from the workspace (if possible).
• Rebind the report to the semantic model.
• Create a new blank report connected to the same semantic model to see if it loads.
• Check the browser developer console (F12) for any errors when the report tries to load.

If none of these work, it may be a backend service issue, and raising a Microsoft support ticket with the Report ID, Workspace ID, and Correlation ID (from browser dev tools or error details) would be the next step.

Since it was working before and suddenly stopped, this often points to a service-side issue or a semantic model change rather than corruption of the report itself.

[cengizhanarslan]

Have you checked your capacity usage in the service? Generaly this happens when your capacity is full and throttling occurs.