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hereri Frequent Visitor
Frequent Visitor

Support from Microsoft Power BI

Hi, 

 

I am not sure if this is the correct forum or platform for this discussion/question, but I have to start somewhere.. 

 

We have a critial issue in our Power BI solution so I opened a priority support request to Power BI support, and I got an automatic reply saying that a technical resource would contact me within 2 hours. 

 

This is approx. 48 hours ago. I have called Microsoft support, partner support (we're a double gold partner), tech support etc. 6-7 times to get an update, but everybody is saying the same thing; "we cannot garantuee anything, but a technical person should call you shortly, probably within an hour". 

 

Do anyone here know how to get in touch with a technical resource related to Power BI? This issue is turning into a real headache for us.

 

Also, for you guys being partners like we are, is this common from the Microsoft Power BI team? We have to re-evaluate which platform we reccomend to our customers if this is the level of support you get if/when something blows up, regardless of where in the eco-system the root cause is.  

 

11 REPLIES 11
ankitpatira Super Contributor
Super Contributor

Re: Support from Microsoft Power BI

@hereri Do you want to specify your problem here and see if community is able to help you ?

hereri Frequent Visitor
Frequent Visitor

Re: Support from Microsoft Power BI

Sure thing.. 

 

We have our DW connected to an on-premise SSAS Tabular model. We use 1 dataconnection to get data, and we (still) use Analysis Services Connector.

 

All of a sudden on Tuesday our reports (and connection) started saying "unable to load the model" and then failing. 

 

1) We have rebooted the SAAS server also hosting the connector

2) The connector claims to be connected (Connected: You're good to go!)

3) The SQL profiler (connected to SAAS) shows no hits from PowerBI when I try to load the data

4) I have installed the Enterprise gateway, new connections from that connector gives me data

 

There is one possible clue that I have. When I open the Analysis Services Connector, click edit, changes the "Friendly error message" and click "Save" I get the following:

 

(!) The data at the root level is invalid. Line 1, position 1.

 

There has been no changes to the connector (config changes) the last week before this problem appeared. 

 

I am reluctant to uninstall the Power BI Analysis Services Connector right now, as that would only add another factor to the situation.

 

Thanks ankitpatira 🙂

cmn Member
Member

Re: Support from Microsoft Power BI

Hi @hereri.  Are you using the Enterprise Gateway or the old SSAS connector?  I believe the old connector is not longer supported (although I'm not sure if that means it will no longer work or not).  This post mentions it is no longer supported:

https://powerbi.microsoft.com/en-us/blog/power-bi-gateways-april-update.

 

We upgraded to the Enterprise Gateway a while ago, and from memory it was pretty seamless upgrade.  

https://powerbi.microsoft.com/en-us/documentation/powerbi-gateway-enterprise-upgrade-as-connector/

 

I can understand your reluctance to change anything though. Power BI is very fragile.  I also undestand your frustrations with support.  

hereri Frequent Visitor
Frequent Visitor

Re: Support from Microsoft Power BI

Hi @cmn

 

We are using the old connector, which works for several of our customers. You will not see the old connector while trying to create new connections.

 

I have installed the new connector, and added my user to it. I was under the impression that all connections would then "migrate" to the enterprise connector for my user. If so, it still fails 🙂

hereri Frequent Visitor
Frequent Visitor

Re: Support from Microsoft Power BI

Hi @cmn and @ankitpatira ... any of you seen the same problem as I have? I have been struggelig with this since Tuesday and the Power BI team seems to have gone into hibernation.

 

I would appriciate any community assistance 🙂

Super User
Super User

Re: Support from Microsoft Power BI

@hereri I'm assuming when you set up the EG that you created a Datasource matching the same datasource, you didn't specify in your description. And were the reports built in Desktop and pushed to the Service, or did you connect directly from the Service?


Looking for more Power BI tips, tricks & tools? Check out PowerBI.tips the site I co-own with Mike Carlo. Also, if you are near SE WI? Join our PUG Milwaukee Brew City PUG
hereri Frequent Visitor
Frequent Visitor

Re: Support from Microsoft Power BI

Hi @Seth_C_Bauer

 

You are correct regarding the EG. The reports were built from the website, not Desktop. 

 

I also get the same problem directly when I click on the dataset itself (see attachment). something_went_wrong.PNG

Super User
Super User

Re: Support from Microsoft Power BI

@hereri You are correct in your assumption then, everything should have automatically moved over to using the EG datasource once you had configured it. The only unknown or sticking point I see in this scenerio is that you didn't build in the Desktop and instead direct connected... This was broken for a long time, and the only way to use the EG was via publishing from the Desktop. So, if there are transition issues your only option may be to create a support ticket... Or, rebuild the reports using that datasource. 


Looking for more Power BI tips, tricks & tools? Check out PowerBI.tips the site I co-own with Mike Carlo. Also, if you are near SE WI? Join our PUG Milwaukee Brew City PUG
hereri Frequent Visitor
Frequent Visitor

Re: Support from Microsoft Power BI

Hi. @Seth_C_Bauer,

 

Rebuilding the reports would probably take a week or two so Id rather not 🙂

 

I did create a priority ticket andI got confirmation via e-mail that an engineer would contact me within 2 hours. This is now approx. 60 hours ago. 😞

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