User can't see or be added to data gateway

[SanderVeeken]

Hi, I have a weird error and I hope this is the right spot:

I have an on-premise data gateway (standard/enterprise mode) that was installed by a service account called powerbi@mydomain.com (example).

The Data Gateway shows up when logging into the PowerBI service with that account, and another user was added, let's call him user1@mydomain.com. He also sees the data gateway and can use it.

However, when trying to add a specific third user (user2@mydomain.com) to the gateway, there is an error saying that this account cannot be added at this time, please contact Microsoft if the error persists. I wouldn't know who exactly to contact where at Microsoft so hopefully some of you have seen this error before and know what might have caused it.

The problem is I'm doing this as kind of second line support already so I don't have direct access to the service or VM to poke around. I found a workaround because user3 who needed the gateway wasn't publishing to a shared workspace - I made him do that, then logged in as powerbi@mydomain.com and configured the gateway and set credentials. But I still have no idea why the user couldn't be added - permission level didn't seem to matter and the user for sure has rights on the sources in the gateway. He's in the same domain and it's definitely his User Principal Name.

Hopefully someone has seen this before. Thanks in advance for any assistance you may offer.

[SanderVeeken]

@lbendlin, I thought this was the case too but the gateway never showed up for user 3 so I figured I'd add him as a member in the gateway settings. But regardless of which role level I tried he couldn't be added.

@v-yohua-msft, I don't know exactly what you mean there, it's all in the same Microsoft 365 domain/environment. Where would I check for a difference? 

[lbendlin]

Since you have a Pro license you can open a Pro ticket at https://admin.powerplatform.microsoft.com/newsupportticket/powerbi

[v-yohua-msft]

Hi, @SanderVeeken 

Thanks for the reply from @lbendlin , please allow me to provide addition:

You need to make sure that the UPNs match in the system. The difference between the UPN in Active Directory and the UPN used in Power BI can cause problems. For more information about troubleshooting, you can see the following document:

Troubleshoot gateways - Power BI | Microsoft Learn

How to Get Your Question Answered Quickly 

Best Regards

Yongkang Hua

If this post helps, then please consider Accept it as the solution to help the other members find it more quickly.

[lbendlin]

Please explain what you mean by "user added to gateway".  Usually that is not necessary, and should be restricted to gateway admins only.

You can create a gateway connection for these users and make them connection reader or connection owner (the latter with the ability to update credentials and add readers)