data gateway is offline or couldn't be reached

[Anonymous]

Hi,

I have configured a data gateway in the server in our organization, however often the on demand refresh says your data gateway is offline or couldnt be reached.

When I checked the software, it took long time to open but when opened the status was all setup.

And the on demand refresh worked.

I would like to know why I often see this error and it gets resolved with no change in refresh or setup but just reopening the gateway software in server.

Any insights will be of great help. Thanks.

[nitishsh91]

Hi @Anonymous 

Please can you confirm which gateway version are you running currently, also what kind of machine-server is there on which your gateway is running.

Are you running on-premise gateway or using on-premise personal gateway?

It looks like your gateway is becoming active only when you login to server and not before that which happens when using personal gateway.

[Anonymous]

Thanks for responding Nitish,

We are using On premises Data Gateway 
Gateway version number 3000.383.3(August 2022)

"what kind of machine-server is there on which your gateway is running" - Please let me know what kind of info required here.

[v-easonf-msft · Accepted solution]

Hi, @Anonymous 

The refresh should also happen at the defined time even if you don't sign into Power BI Service.

You  need to make sure that the gateway is always running on your server.

As mentioned in this document ,don't install a gateway on a computer, like a laptop, that might be turned off, asleep, or disconnected from the internet. The gateway can't run under any of those circumstances.

Best Regards,
Community Support Team _ Eason

[Anonymous]

Thanks Eason, will check requirements once. However is there any logs recorded in gateway to see the reason behind this occurences.