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twalsh0625 Regular Visitor
Regular Visitor

Salesforce Report in Service, refresh timing out and then never working again

Having an issue with Salesforce reports. Scheduled to refresh a few times a day, the report and dataset will work fine, until one refresh will timeout/fail. After that the dataset will never refresh again, manually or scheduled, always citing an 'internal service error' Has anyone found a fix for this that doesnt involve starting from scratch?



Community Support Team
Community Support Team

Re: Salesforce Report in Service, refresh timing out and then never working again

Hi @twalsh0625,


Please provide some detail contents for troubleshooting.

Troubleshooting the on-premises data gateway


Tools for troubleshooting

Collecting logs from the gateway configurator

There are several logs you can collect for the gateway, and you should always start with the logs. The simplest way to collect logs after installing the gateway is through the user interface. In the On-premises data gateway user interface, select Diagnostics and then select the Export logslink near the bottom of the page, as shown in the following image.


Installer logs


Configuration logs

%localappdata%\Microsoft\On-premises Data Gateway\GatewayConfigurator*.log

On-premises data gateway service logs

C:\Users\PBIEgwService\AppData\Local\Microsoft\On-premises Data Gateway\Gateway*.log

Event Logs

The On-premises data gateway service event logs are present under Application and Services Logs.


Fiddler Trace

Fiddler is a free tool from Telerik that monitors HTTP traffic. You can see the back and forth with the Power BI service from the client machine. This may show errors and other related information.

Refresh History

When using the gateway for scheduled refresh, Refresh History can help you see what errors have occurred, as well as provide useful data if you should need to create a support request. You can view both scheduled, as well as on demand, refreshes. Here is how you can get to the Refresh History.

  1. In the Power BI navigation pane, in Datasets, select a dataset > Open Menu > Schedule Refresh.

  2. In Settings for... > Schedule Refresh, select Refresh History.


How to Get Your Question Answered Quickly



Xiaoxin Sheng

Community Support Team _ Xiaoxin Sheng
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