What causes GatewayNotReachable when setting credentials?

The on-premises data gateway is running an outdated version that is no longer compatible with the Power BI service. The gateway service has stopped or crashed on the host machine. Network or firewall rules are blocking communication between the Power BI service and the gateway. The gateway cluster is configured incorrectly or the gateway was recently moved to a different machine without re-registration

How do I fix GatewayNotReachable when setting credentials?

Step 1: Log in to the gateway host machine and verify that the On-Premises Data Gateway Windows service is running — open Services.msc, locate 'On-premises data gateway service', and start it if stopped.. Step 2: Update the gateway to the latest version by downloading the installer from the official Microsoft page (aka.ms/on-premises-data-gateway-installer) — outdated gateways are the most common cause of this error.. Step 3: Check that outbound HTTPS (port 443) and port 5671/5672 are open on the gateway host machine's firewall to allow communication with Azure Service Bus and Power BI endpoints.. Step 4: In the Power BI service, navigate to Settings > Manage gateways, confirm the gateway shows as Online, and re-associate your data source with the updated gateway.. Step 5: After confirming the gateway is online, retry setting the data source credentials and run a test refresh to validate connectivity.

Critical severitygateway

Power BI Refresh Error:
GatewayNotReachable when setting credentials

What does this error mean?

Power BI cannot reach the on-premises data gateway when attempting to save or update data source credentials. This prevents credential configuration and blocks any gateway-dependent refresh.

Common causes

1The on-premises data gateway is running an outdated version that is no longer compatible with the Power BI service
2The gateway service has stopped or crashed on the host machine
3Network or firewall rules are blocking communication between the Power BI service and the gateway
4The gateway cluster is configured incorrectly or the gateway was recently moved to a different machine without re-registration

How to fix it

1Step 1: Log in to the gateway host machine and verify that the On-Premises Data Gateway Windows service is running — open Services.msc, locate 'On-premises data gateway service', and start it if stopped.
2Step 2: Update the gateway to the latest version by downloading the installer from the official Microsoft page (aka.ms/on-premises-data-gateway-installer) — outdated gateways are the most common cause of this error.
3Step 3: Check that outbound HTTPS (port 443) and port 5671/5672 are open on the gateway host machine's firewall to allow communication with Azure Service Bus and Power BI endpoints.
4Step 4: In the Power BI service, navigate to Settings > Manage gateways, confirm the gateway shows as Online, and re-associate your data source with the updated gateway.
5Step 5: After confirming the gateway is online, retry setting the data source credentials and run a test refresh to validate connectivity.

Frequently asked questions

How often should I update the on-premises data gateway?

Microsoft releases gateway updates monthly. It is recommended to update within 30 days of each release, as Microsoft only actively supports the three most recent gateway versions.

Can I have multiple gateways to avoid a single point of failure?

Yes — you can configure a gateway cluster with multiple members so that if one machine goes offline, another node in the cluster handles refresh requests automatically.