IncidentSEV1INC-2071

The board pack refresh failed at 06:17

The Finance Board Pack model failed to refresh at 06:17. The CFO presents from it at 08:30. Decide what to do in the next hour, then fix it properly.

Reported by: Nina Kowalski, Finance Analyst
Opened: Mon 8 Jun 2026, 07:02
Needed by: CFO presents at 08:30
Priority: Critical
Time box: 4 h

Labels: boardovernightfailed

Previously at Northwind

Finance closed May on Friday 5 June at 18:00. The Finance Board Pack model refreshes every day at 05:30 and normally finishes by 06:10. Sam, the model's listed owner, is on holiday this week.

Why the business cares The CFO presents May results to the board at 08:30. If she presents wrong numbers, or cancels because she can't trust them, that's a board-level incident. The clock matters as much as the cause.

Brief

Power BI serviceAutomated notificationalert Mon 8 Jun, 06:17

Refresh failed: Finance Board Pack

Your semantic model Finance Board Pack in workspace Finance Board Pack couldn't be refreshed. DM_GWPipeline_Gateway_MashupDataAccessError. (Delivered to sam.patel@northwind.example; out-of-office reply sent.)

Nina KowalskiFinance Analystchat Mon 8 Jun, 07:02

Morning! The board pack dashboard says "Data refreshed: Sun 7 Jun 06:05". Sarah presents at 08:30 from it. Is that OK? Should it say today? I'm panicking a bit.

Sarah ChenCFOemail Mon 8 Jun, 07:20

Board pack

I'm told there's a problem with the board pack data. I need to know by 07:45 whether I can present from it, and if not, what I should use instead. Sarah

Kenji MoriData Engineerchat Mon 8 Jun, 07:24

Heard there's a refresh issue. Nothing failed on our side overnight; the DW loads were all green. Shout if you need anything.

What you are expected to do

By 07:45: decide whether Sarah can present from the dashboard as it is, and tell her. Base it on evidence, not hope.
Restore a successful refresh as soon as it is safe, without making an emergency change that could make things worse.
Find every root cause (there may be more than one) and fix them permanently.
Keep stakeholders updated on a schedule, even when there's no news.
Write the incident report and the postmortem with preventive actions and owners.

Deliverables

The 07:45 answer to the CFO, with the evidence behind it
Stakeholder updates (time-stamped)
Incident report: summary, impact, detection, timeline, root cause, mitigation, permanent fix
Blameless postmortem with preventive actions, owners and dates
Runbook update for refresh failures

Evidence

refresh_error.json Error details from the refresh history in the Service.
refresh_history.csv
gateway_status.csv
vw_customer_columns.csv Columns of dbo.vw_Customer yesterday and today (from the DW's schema history).
change_calendar.csv IT change calendar for the weekend.
datasource_credentials.csv
Finance close calendar (May 2026)