CEREBRA CUSTOMER SUPPORT
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Our expertise.
Keep your Power BI reports moving. Find practical guidance, troubleshoot an issue, or get help from the Cerebra team.
Support for Cerebra Power BI custom visuals
pbisupport@cerebra-consulting.comQUICK ANSWERS
Good questions.
Helpful answers.
A few things to check before you get in touch. Start with the answer that fits your question.
Still need help?New to custom visuals?
Open the getting started guide
How do I install a custom visual?
For a published visual, use Get more visuals in the Visualizations menu, then add it from AppSource. For a trusted .pbiviz package, follow the current file-import steps. Place the visual on the canvas and map its required fields.
Read Microsoft’s import instructions (opens in a new tab). Your organization’s access policies still apply.
Why is my visual blank or showing unexpected values?
Check the required fields and measures, then review slicers and the visual, page, and report filters. Try the same fields in a standard table to compare the returned data.
Use a copy of the report with a small synthetic dataset to reproduce the issue. Include the field mapping, expected result, actual result, and exact error in your support request.
What should I do when a visual is blocked?
Ask your report owner or Power BI administrator to review the organization’s custom visual settings and your access. Do not bypass a security restriction.
Check the relevant Marketplace listing or supplied terms for availability and license conditions. When contacting support, include the exact access message and where it appears, without credentials or secret endpoints.
Why does behavior differ between Desktop and the Service?
Check the environment, version, report data, and organization settings. Availability and behavior depend on the visual and the supported environment.
Tell us whether the issue occurs in Desktop, the Service, or both. Include your Power BI or browser version and a sanitized screenshot so the team can investigate the difference.
What does standard product support cover?
Standard support covers reasonable help with installation, documented field mapping and configuration, reproducible defects in supported versions, and update or documentation questions.
General report development, data cleansing, tenant administration, custom development, and third-party system repair are separate unless agreed otherwise. Requests are reviewed by impact. No fixed response or resolution time, 24-hour coverage, or uptime guarantee is created by this page.
How are updates and maintenance handled?
Updates may be provided through Microsoft Marketplace or another approved distribution method. Support may ask you to use a supported release, especially when a later version already addresses the issue.
Check the available documentation or release notes for compatibility changes. Some incidents require assistance from Microsoft, your administrator, or another service provider.
How do I request a feature or enhancement?
Choose Feature request in the support form. Describe the reporting problem, who would benefit, and the behavior you need. A simple layout or screenshot with synthetic data is helpful.
A request is an opportunity for review, not a commitment to implement a feature or meet a delivery date.
Where can I find privacy and license information?
Use the privacy notice and license terms linked in the relevant Marketplace listing or supplied documentation. Data handling depends on the actual implementation; a free visual is not automatically a local-only visual.
For a privacy inquiry, contact contact@cerebra-consulting.com. For product help, use pbisupport@cerebra-consulting.com. Send sanitized examples, not production credentials or confidential report data.
Try a shorter phrase such as “install” or “blank”, or contact the support team.
WE’RE HERE TO HELP
Let’s work
through it.
Tell us what happened and what you expected. Email the team directly or prepare a request below.
Helpful details to include
- Where it happens: Desktop, Service, or both
- What you expected and what happened instead
- The steps to reproduce it and any exact error
- A sanitized screenshot or synthetic sample
Keep sensitive information out of your request. Do not send passwords, access tokens, secret endpoints, or confidential report data. Add sanitized attachments in your email app.
Email the support team
Use the checklist to prepare your message and send it from your usual email app.
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Practical guidance for your Power BI reporting questions, from setup and configuration to troubleshooting.
Meet Cerebra (opens in a new tab)Getting started
Add a trusted visual to Power BI and connect the fields it needs.
- For a published visual, open the Visualizations menu (…), choose Get more visuals, select AppSource visuals, and select Add for the correct listing.
- For a trusted .pbiviz package, follow Microsoft’s file-import guidance. It includes enabling developer mode for the Power BI Desktop session, then choosing Import a visual from a file.
- Place the visual on your report canvas, populate its required fields, and use the Format pane to adjust its appearance.
- When import is blocked, ask your administrator about the organization’s custom visual settings. Do not bypass those controls.
Troubleshooting
Narrow down unexpected behavior before sending a support request.
- Check the required fields and measures. Confirm that the current filters return data.
- Try the same fields in a standard table. Review slicers and visual, page, and report filters.
- Use a copy of the report or a blank page with a small, synthetic dataset to reproduce the issue safely. Review model relationships and access with the report owner when needed.
- Record the expected result, actual result, exact error, and steps to reproduce it. Tell us whether it occurs in Desktop, the Service, or both.
Licensing & access
Understand the access and license conditions that apply to your report.
- Check the license terms and availability information in the Marketplace listing or supplied documentation.
- Ask the report owner or administrator whether your organization permits the visual and the environment you are using.
- When access is blocked, share the exact message and where it appears. Do not send sign-in credentials, access tokens, or confidential tenant details.
- Use the support form for an access question. Refer to the relevant privacy notice for data-handling information.
Customization
Explain the outcome you need, rather than a technical implementation.
- Review the available layout, color, and display options in the Format pane.
- Describe the reporting problem, who needs the improvement, and the result you want to achieve.
- Include a simple example or annotated screenshot with synthetic data. Explain what is missing from the current behavior.
- Choose Feature request below. Requests are reviewed; submission does not promise a new feature or delivery date.