my customer can't open web portal link

[elaj]

Hi,

i have a report with the dataset in my workspace. It is a workspace i created in power BI service with my company email account.

now i wanted to share the link created like that:

with my customer. The customer is not in our organisation.

For the two email adresses i gave 2 permissions...

one for the report (only read as a guest):

and one for the dataset (only read as well):

both have a pro account. And I am having a pro account too.

when they now try to open the report. it is only loading and nothing happens...

whats wrong? do i have to do something different?

greetings

elaj

[v-henryk-mstf]

Hi @elaj ,

According to the situation you described, you might as well check the status of the embed code in the admin portal. Sometimes it can be the result of this situation.

Here is an official related document

If the problem is still not resolved, please provide detailed error information. Let me know immediately, looking forward to your reply.

Best Regards,
Henry

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

[GilbertQ · Accepted solution]

Hi @elaj 

What I would suggest is to make sure that the accounts only have got a Power BI Pro license. In some instances a user account can have a Power BI Pro and Power BI Trial license which causes your above issue.

Also can you confirm that the external accounts are guest accounts in AAD (Azure Active Directory)

[elaj]

Thanks for your answers.

My customer didn't have a pro licence. Although I have pointed this out to him several times. After activating the pro license, everything worked fine.