Critical System Outage (L1)
Troubleshooting steps if your Reporting Hub application is down and/or not accessible by anyone.
Last updated
Troubleshooting steps if your Reporting Hub application is down and/or not accessible by anyone.
Last updated
Based on the error you're seeing, you will go to a different part of this page.
If you're receiving an error message instead of the Reporting Hub application, this can be due an application or underlying Azure service outage.
Visit the Azure status page below and validate there are no Azure outages in your region that would impact the Reporting Hub's underlying Azure infrastructure. Specifically check that Azure App Service, Azure SQL DB, AZURE ACTIVE DIRECTORY (AAD) & POWER BI EMBEDDED are all showing a green check.
If any of the above are showing a warning or critical status please contact Microsoft for support or wait until Microsoft resolves the outage.
If all Azure products and services are showing green checks please proceed to the next step. There are several Azure services that are part of the Reporting Hub application and they are listed in the order of priority:
Login to your Azure Portal and click on the related App Service where your Reporting Hub web app resides.
Verify the status = Running. If status is not running, please press the Start button to activate it.
If status is Running, please perform a hard reset by clicking the Stop button. Wait until the service has stopped, then click the Start button to restart it.
You can also refer to Microsoft documentation to troubleshoot issues with your App Service https://learn.microsoft.com/en-us/azure/app-service/overview-diagnostics
A stuck Power BI Embedded (PBIE) capacity can prevent users from accessing the Reporting Hub application. During the Reporting Hub application user sign in process, the application checks to see if the PBIE capacity has been started. In the case of a first sign-in after a time-out period, the application will see that the capacity is paused and will send a command to restart it. If the capacity is "stuck" trying to Resume or Pause, the application holds the user in the sign-in process. This can make it look like the entire application has failed.
It can take several minutes for a stuck capacity to move into either Paused or Active state. You can contact Microsoft support to report the stuck capacity:
You may have configured a custom DNS when setting up the Reporting Hub. When you installed the Reporting Hub application on an Azure App Service, it would have been given a default DNS that has *.azurewebsites.net. The default DNS is visible in the App Service properties.
If you're not able to access the application via the custom DNS, try the default DNS.
You can also try pinging the DNS using a command line prompt on your computer
Go to Windows, type in CMD and hit enter
"ping <DNS name>" and hit enter
"tracert <DNS name>" will try to map the hops it takes to get from your computer to the App server (this could terminate at your DNS provider or your firewall)
When using Ping or TraceRt, ensure that the ip address displayed matches the IP address of your App Service. If it doesn't, something is misdirecting the traffic between the DNS and the App Service.
Do you have a firewall to manage access to your applications? If so, you should work with your IT team to understand if there were any changes made on the firewall that could be preventing access to the application.
Azure SQL Database Firewall should also be validated. To access the Azure SQL database, your organization users will need to be added to the SQL server firewall. IP addresses for resources and users will change. If the App Service is not able to access the database, you may need to update the SQL Server Firewall settings:
Ensure that Azure resources are able to access this database:
If after trying all of the above, contact https://support.thereportinghub.com
If your license has expired, Reporting Hub users will get a generic error message to contact Support.
If the subscription hasn't auto-renewed, Reporting Hub application administrators will start to see an expiry banner and that the license will expire shortly. If the subscription is not renewed before expiry, access will be denied to all users. To restart the application, a subscription will need to be purchased which can be done in-app using the subscription page. Once completed, the Reporting Hub application will be restarted and access should resume.
An expired license will prevent all users from accessing your Reporting Hub application, but please note that license expiry is not a Severity 1 (L1) issue. The Reporting Hub provides an ample grace period to ensure an administrator has time to update the license before it expires.
If your subscription is paid and active, and you are getting a license expiry message, this is considered a Severity 1 (L1) issue. There could be an issue with communication between your application and the Reporting Hub license manager. Please contact https://support.thereportinghub.com in this scenario.
Your Reporting Hub application regularly checks in with our license manager to ensure it has a valid license. If the Reporting Hub application is not able to connect to the License Manager, Reporting Hub application administrators will be notified. Please go to https://support.thereportinghub.com to let us know there's a connection issue.
Are you running multiple App Service instances/nodes (scale out scenario)? These errors typically indicate that there is a bad gateway and the error is in your Azure infrastructure.
You'll need to take a look at each App Service instance/node and see which one is not performing well. You may have an unresponsive instance that requires restart.
