Usage Metrics won't load error: We're having trouble loading usage metrics right now.

[sasdfasdfsad]

EDIT: If I try to do a full refresh by connecting to it directly I get this error:

The credentials provided for the UsageMetricsDataConnector source are invalid

This is very odd as they are my credentials and if I edit the credentials they save just fine.  Nothing has changed so nothing should be preventing it from running under my credentials.  I have admin access to the workspace.

Across several PBI Prem workspaces today the usage metrics are failing to load.

I get this error when I click on View Usage Metrics

"

Something went wrong

We're having trouble loading usage metrics right now.

Please try again later or contact support. If you contact support, please provide these details."

I've not encountered this before.  I tried deleting the Usage Metrics Report semantic model, but that didn't improve anything.  

Any suggestions I've not encountered this issue before.

[v-hashadapu]

Hi @sasdfasdfsad , Thank you for reaching out to the Microsoft Community Forum.

@tayloramy  is correct, the error usually happens because the Usage Metrics dataset was originally created under a user account whose credentials have changed (for example, their password was reset or their token expired). When that happens, the UsageMetricsDataConnector can no longer authenticate and the only reliable fix is to delete the hidden Usage Metrics semantic model so it can be recreated under a valid account.

However, since you mentioned that deleting the dataset didn’t resolve the issue, it’s important to make sure the deletion was done correctly. You need to delete it from Workspace settings -> System storage -> Usage Metrics Report -> Delete, then refresh your browser and open View Usage Metrics again using an active admin or contributor account that hasn’t recently had any password or policy changes. That account becomes the new owner and re establishes valid credentials.

If it still fails afterward, the issue might be cached credentials or a workspace-level permission problem. Try signing out, clearing browser sessions or using a different admin account to regenerate the metrics. If none of these work and the issue affects multiple workspaces, it’s likely a service-side problem that needs Microsoft Support ticket to investigate.

Below is the link to help create Microsoft Support ticket:
How to create a Fabric and Power BI Support ticket - Power BI | Microsoft Learn

Thank you @tayloramy  for your valuable response.

[tayloramy · Accepted solution]

Hi @sasdfasdfsad, 

This happens if the user who first clicked on the usage metrics report has a password change. When usage metrics is first generated for a given report, it uses the credentials of the user who generated it. Once a password changes, everything breaks. 

The only fix for this that Microsoft has been able to give me is to delete the semantic model and re-generate it. No data is lost while doing this. But because this is a hidden semantic model, it is rather annoying to delete. 

I outlined the details in the solution to this topic: https://community.fabric.microsoft.com/t5/Service/Usage-Metrics-Report-Showing-Incorrect-Page-Views-...

1. Open the target workspace in the Power BI service.
2. Navigate to Workspace Settings → System Storage → Usage Metrics Report → Delete.

   • Refer to the screenshot below for visual guidance.

     
3. Refresh the Power BI page.
4. Reopen the target workspace, click the three dots next to the report, and select Usage Metrics Report. A new report will be generated.

5. Check the refresh timestamp at the bottom of the newly created Usage Metrics report. And the Usage metrics report will update automatically.

Note: Deleting the Usage Metrics report will not remove any underlying data. To perform this action, you must have either Contributor or Admin access to the workspace. You can verify your access level by selecting Manage Access, located next to the workspace settings.

If you found this helpful, cosnider giving Kudos. If I solved your problem or answered your question, mark this post as a solution.