Reporting Hub Knowledge Center
  • Reporting Hub Knowledge Center
  • GETTING STARTED
    • Required Azure Services
    • Deployment Step-by-Step
      • Self-Serve Guided Install
      • Enable Power BI Service Settings
      • Configure Reporting Hub App Settings
      • Set Your Home Page
    • Azure Marketplace Install
  • CONCEPTS
    • Reporting Hub Architecture
    • AaaS end-to-end Architecture
    • Security & Trust Center
  • TUTORIALS
    • Azure Portal Administration
    • App Settings
      • Tenant Admin
        • Tenant Switching
      • Managing Your Subscription
      • Authentication Admin
      • Language Admin
      • SMTP Setup
      • Payment Provider Integrations
      • Notifications Admin
    • Embedded Capacity Admin
      • Switching to a Fabric Capacity
    • Connect Power BI Workspaces
    • Customize Theme
      • Branding (Images and Text)
      • Theme and Layout
      • Colors
        • Colors Overview
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    • Managing Content
      • The Manage Navigation Menu
      • Adding a Category
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      • Row Level Security
      • Search Tags
      • Content Page Options
      • Embedding a URL Page
      • Create Embed URL Links
    • Report Options
      • Create Report Bookmarks
      • Schedule Email Reports
      • Favorites
    • Managing Your Gateway
    • User Management
      • Managing User Access
      • Managing Groups
      • Managing Users in Entra ID
    • Secondary Environment (Test/Prod)
    • Embed the Reporting Hub in Your App
    • Usage Analytics
      • App Usage Tracking with Google Analytics
      • App Usage Tracking with SQL DB
    • App Performance
    • Azure Resource Monitoring
    • Self-Serve Guided Updates
  • Reference
    • What's new in the Reporting Hub?
    • Troubleshooting
    • Support Runbooks
      • Critical System Outage (L1)
      • Users Unable to Access (L2)
      • Content Not Available (L2)
      • Application is slow/getting slower (L2)
      • Capacity not starting/stopping automatically
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On this page
  • Step 1 - Verify there are no Azure outages
  • Step 2 - Authentication framework changes
  • Implemented Microsoft security defaults or enabled Microsoft Multi-Factor Authentication (MFA)
  1. Reference
  2. Support Runbooks

Users Unable to Access (L2)

Troubleshooting steps when system is up & running, yet significant impact of service related to customer access or specific users/groups of customer.

PreviousCritical System Outage (L1)NextContent Not Available (L2)

Last updated 11 months ago

Step 1 - Verify there are no Azure outages

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 APP SERVICE, AZURE SQL DATABASE, AZURE ACTIVE DIRECTORY (AAD) & POWER BI EMBEDDED are all showing a green check.

  • If all Azure products and services are showing green checks please proceed to the next step.

  • If any of the above are showing a warning or critical status please contact Microsoft for support or wait until Microsoft resolves the outage.

Step 2 - Authentication framework changes

Implemented Microsoft security defaults or enabled Microsoft Multi-Factor Authentication (MFA)

You will no longer be able to use the Reporting Hub authentication scheme if MFA is enabled. At this time, you will need to upgrade to the Business tier of the Reporting Hub or higher and configure a Microsoft MFA/SSO authentication. For instructions on how to configure and apply a new authentication scheme, go the following:

LogoAzure status
LogoAuthentication AdminReporting Hub Knowledge Center