Troubleshoot Tableau Server Install and Upgrade

Follow the suggestions in this topic to resolve common issues with Tableau Server. For additional troubleshooting steps based on process status viewed on the Status page, see Troubleshoot Server Processes.

General Troubleshooting Steps

Many Tableau Server issues can be addressed with some basic steps:

  1. Make sure there is enough disk space on each computer running Tableau Server. Limited disk space can cause a failure to install, a failure to upgrade, or problems running Tableau Server.

  2. Restart Tableau Server. Issues related to indexing and processes not fully started can be resolved by restarting Tableau Server in a controlled way. To restart Tableau Server, use the tsm restart command. This will stop all the processes associated with Tableau Server and then restart them.

  3. Restart the computer on which Tableau Server is running. Some issues, such as those related to data source connectivity, can be resolved by restarting the server computer.

Common Tableau Server Install Issues

Installation logs location

The install log, app-install.log, is located in /var/opt/tableau/tableau_server/logs.

The upgrade log, app-upgrade.log, is located in /var/opt/tableau/tableau_server/logs.

Unable to log into TSM or Tableau Server (sign in screen redisplays after entering credentials)

Using Internet Explorer or Edge, if you enter your credentials into the TSM or Tableau Server sign-in screen and the page redisplays without signing you in, verify that the hostname or domain in your URL does not include an underscore (_). If the hostname or domain of the Tableau Server computer includes an underscore (_) Internet Explorer or Edge browsers will not set a cookie, so the page will redisplay without signing you in. To work around this, use "localhost" or the IP address of the computer in the URL. For example: https://localhost:8850.

For more information, see the Tableau Knowledge Base.

Multiple install attempts fail

If you attempt to install Tableau Server and the install fails, any subsequent installation attempts are likely to fail unless you run the tableau-server-obliterate script to clean Tableau off the computer.

A failed install attempt can leave the computer in a state that causes subsequent attempts to also fail with errors that don't seem directly related to a previous install attempt. One possible error is:

Enabling and starting all services
+ services=(appzookeeper* tabadmincontroller* tabsvc* licenseservice* fnplicenseservice* tabadminagent* clientfileservice*)
+ systemctl_user enable appzookeeper_0.service 'tabadmincontroller*' 'tabsvc*' 'licenseservice*' fnplicenseservice_0.service 'tabadminagent*' 'clientfileservice*'
++ id -ru a_tabadminpoc
+ local unprivileged_uid=222954
+ su -l a_tabadminpoc -c 'XDG_RUNTIME_DIR=/run/user/222954 systemctl --user enable appzookeeper_0.service tabadmincontroller* tabsvc* licenseservice* fnplicenseservice_0.service tabadminagent* clientfileservice*'
Failed to execute operation: No such file or directory

To fix this problem, run the tableau-server-obliterate script to clean up any left over remnants of the previous install attempt and then restart the computer. For more information, see Running the tableau-server-obliterate script .

Important: If you created a backup of Tableau (<file>.tsbak) you want to keep (for example, to restore to your new installation), copy that file to a safe location on another computer to guarantee it is not removed when you clean up your Tableau computer.

Install fails due to hardware requirements

Tableau Server cannot install if the computer you are installing on does not meet the minimum hardware requirements. The requirements apply to all computers on which you are installing Tableau Server. For details on minimum hardware requirements, see Minimum Hardware Requirements and Recommendations for Tableau Server.

Common Tableau Server Upgrade Issues

Upgrade logs location

  • The upgrade log, app-upgrade.log, is located in /var/opt/tableau/tableau_server/logs .
  • Upgrade multi-node, initializing additional node fails with "Enter your credentials again" error

    If you attempt to initialize an additional node when upgrading Tableau Server and see this error:

    Enter your credentials again. The credentials you enter must provide administrative access to the computer where you generated the configuration file.

    this is an indication that the node is unable to connect to or communicate with the initial node. This can happen for multiple reasons:

    • The credentials you entered are not valid or you mistyped them. The credentials must be for a user who has administrative permissions on the computer where Tableau Server was first installed. You do not need to use the credentials of the user who created the bootstrap file but doing so will ensure you are using valid credentials.

    • The local firewall of the computer you are trying to add is not allowing communication to the initial node. For more information, see Local firewall configuration.

    • The nodes are on different subnets. In distributed installations, all nodes should be installed on the same subnet. For more information, see Distributed Requirements.

    Upgrading fails due to lack of disk space

    If there is not enough disk space for the Tableau Server Setup program to run and do the upgrade, the installation will fail. The amount of disk space required will depend on the size of your repository database and the number and size of your extracts. As a part of upgrading to version 9.0, the Setup program migrates extracts to the new File Store and this takes space.

    To free up disk space:

    1. Create a log archive snapshot using the tsm maintenance ziplogs command.

      After you create the ziplogs file, save it to a safe location that is not part of your Tableau Server installation.

    2. Clean up unnecessary files using the tsm maintenance cleanup command. For more information, see Remove Unneeded Files.

    Troubleshooting connections to TSM

    Starting Tableau Server

    Tableau Server cannot determine if it fully started

    In some instances Tableau Server may report that it could not determine if all components started properly on startup. A message displays: "Unable to determine if all components of the service started properly."

    If you see this message after starting, verify that Tableau Server is running as expected by using a tsm status -v command.

    If the status shows as running ("Status: RUNNING"), then the server successfully started and you can ignore the message. If the status is DEGRADED or STOPPED, see "Tableau Server doesn't start" in the next section.

    Tableau Server doesn't start

    If Tableau Server does not start or is running in a degraded state, run the tsm restart command from a command prompt. This will shut down any processes that are running, and restart Tableau Server.

    Reindexing Tableau Server Search & Browse

    Problems that can be solved by reindexing Search & Browse

    Symptoms of an index that needs to be rebuilt include:

    • A blank list of sites when a user attempts to log in
    • A blank list of projects when a user tries to select a project
    • Missing content (workbooks, views, dashboards)
    • Unexpected or inaccurate alerts (for example, an "refresh failed" alert on a workbook that does not include an extract)

    If you see any of these behaviors, rebuild the Search & Browse index using the tsm maintenance reindex-search command.

    Activating Tableau Server

    Tableau Server license activation fails

    In some instances Tableau Server license activation may fail. Error messages can range from a very generic one:

    • An error has occurred

    To more specific messages:

    • Function flxActCommonLicSpcPopulateFromTS returned error 50030, 71521,
    • No license found for 'Tableau Server'

    To resolve this issue, try these solutions in the order listed:

    Confirm you can access the licensing server

    The Tableau licensing service was moved to a new data center on October 6, 2018. This means any environments that required special configuration (static IP safe listing for example) to access licensing.tableau.com or licensing.tableausoftware.com will need to be updated before you can activate, refresh, or deactivate a Tableau product key.

    Tableau Server needs to connection to the following internet locations for licensing purposes:

    • licensing.tableau.com:443

    • atr.licensing.tableau.com:443

    • o.ss2.us

    • ocsp.rootg2.amazontrust.com

    • ocsp.rootca1.amazontrust.com

    • ocsp.sca1b.amazontrust.com

    • crt.sca1b.amazontrust.com

    • crt.rootca1.amazontrust.com

    • ocsp.sca0a.amazontrust.com

    • crt.sca0a.amazontrust.com

    • ocsp.sca1a.amazontrust.com

    • crt.sca1a.amazontrust.com

    • ocsp.sca2a.amazontrust.com

    • crt.sca2a.amazontrust.com

    • ocsp.sca3a.amazontrust.com

    • crt.sca3a.amazontrust.com

    • ocsp.sca4a.amazontrust.com

    • crt.sca4a.amazontrust.com

    Requests to the above domains may be on port 80 or 443.

    Verify the date and time

    Verify the date and time on the initial Tableau Server computer is correct. If the clock is set to a time and date earlier than the current date, Tableau Server cannot be activated.

    Force the product key to be read again

    1. On the initial Tableau Server computer, sign in as administrator and open a command prompt.

    2. Change to the Tableau Server bin directory. By default this is:

      /opt/tableau/tableau_server/packages/bin.<version_code>/

    3. Type the following commands:

      tsm stop
      ./lmreread
      tsm start

    Send the contents of trusted storage to Tableau Support

    If FlexNet Licensing Services is installed and running but you're still seeing an error, there might be a problem with the Tableau product key information. To resolve this issue, complete the following steps to create a file of the key information located in trusted storage.

    1. On the initial Tableau Server computer, sign in as administrator and open a command prompt.

    2. Type the following command:

      serveractutil -view > <machine_name>-LicResults.txt

      This creates the <machine_name>-LicResults.txt file in your current directory. If you don't have write permissions for that location and see an error, change to a location where you do have permission to create a file and run the comamnd again.

    3. Contact Tableau Support (http://www.tableau.com/support/request) and include the <machine_name>-LicResults.txt file that you created.

    Thanks for your feedback! There was an error submitting your feedback. Try again or send us a message.