KNOWLEDGE BASE

Tableau Online Sync Client Frequently Asked Questions


Published: 12 Jan 2017
Last Modified Date: 30 Mar 2017

Question

Frequently asked questions about the Tableau Online Sync Client.

Environment

  • Tableau Online
  • Sync Client

Answer

Tableau Online Sync Client Restarts:

By design, the Tableau Online Sync Client automatically restarts every 24 hours.

Why does the Tableau Online Sync Client process need to be restarted?

The Tableau Online Sync Client restarts periodically to ensure that all memory allocated to it is freed up. This automatic restart helps prevent memory leaks on the computer running the sync client. 

What does the Tableau Online Sync Client do when it restarts? 

The current process is ended and a new process is launched.

When the Tableau Online Sync Client restarts, can it cause any refreshes to be unsuccessful?

If the Tableau Online Sync Client restarts while a data source is refreshing, the refresh will be unsuccessful. 

What time does the Tableau Online Sync Client automatically restart?

The Tableau Online Sync Client automatically restarts every 24 hours at approximately the time it was launched. For example, if the sync client was started at 3pm, it will restart around 3pm.

How do we prevent refreshes from being canceled due to Tableau Online Sync Client restarts?

Since the Tableau Online Sync Client restarts every 24 hours around the time it was launched, we recommend starting the sync client at a time when no refreshes are scheduled to occur.

Is it possible to turn off Tableau Online Sync Client automatic restarts?

It is not possible to disable Tableau Online Sync Client process restarts. The interval for restarting the sync client can be change in the sync client configuration file by changing “dataSyncRestartInterval”.
Note: changing the dataSyncRestartInterval setting is not recommended unless requested by Tableau Technical Support.

Tableau Online Sync Client Refresh Limits:

Will the Tableau Online Sync stop refreshing a data source if the refresh is continually unsuccessful?

No, the Tableau Online Sync Client will continue attempting the refresh regardless of the number of unsuccessful refreshes in the past.
 

How are refreshes prioritized if they are scheduled to run at the same time? Can this order be changed?

If there are Full or Incremental refresh schedules triggered simultaneously, the Tableau Online Sync Client will perform full refreshes first, then incremental refreshes. Apart from full vs. incremental refreshes, the data sources will refresh in a random order. There is no way to set a refresh order for refreshes that are scheduled to refresh at the same time.

It is a few minutes past the time I set for my data source up to refresh, why hasn't the refresh started yet?

The refresh should start within about 4 minutes of the scheduled refresh time, unless another refresh is currently being performed. The Tableau Online Sync Client can only refresh one data source at a time.

I have two Tableau Online sites, can I refresh data sources from both sites in the same sync client?

No, the Tableau Online Sync Client can only refresh data sources from one site at a time. To refresh data sources from two different sites, install the Sync Client on two different computers and have each Sync Client run refreshes for one of the sites.

Tableau Online Sync Client Computer Name and Location:

We have the Sync Client installed on a dedicated computer/vm and only one person can see the computer name from their Tableau Online account, why is this?

The Tableau Online account which was used when logging into the sync client will be the only account able to see the computer name and able add refreshes to that sync client. The Tableau Online Sync Client was designed for use by only one user. If multiple users need to be able to add refreshes to the sync client, best practice is to choose one person to administrate all the refreshes in the sync client - for example, all publishers can publish their data sources, then ask the admin to add their data sources and passwords to the sync client for refresh.

If we have multiple people who keep an eye on the Sync Client, what account on our local computer should we use to launch and run the Sync Client?

Best practice is to have only one account that everyone uses to log into the computer. This will prevent multiple Sync Clients from being opened on the same computer simultaneously. 

Can Tableau Online Sync Client use a My Tableau Repository in a separate drive from the one where Tableau Desktop is installed?​
The Tableau Online Sync Client is designed to use a repository on the local drive where Tableau Desktop is installed. If the repository is moved to a location on a secondary or networked drive, refreshes may fail. 

A '_1' has been appended to the computer name, and some of my data sources are missing from the Sync Client. What happened?

Either multiple users opened the Sync Client on the same computer using different accounts, or multiple users logged into Tableau Desktop on the computer running the Sync Client.

Note: The below steps will clear all saved logins for the Sync Client and Tableau Desktop, and remove all data sources from the Sync Client. After the steps have been completed, users will be prompted to reenter their credentials when opening Tableau Desktop and the Sync Client for the first time, and all data sources will need to be re-added to the Sync Client.

To resolve this issue:

  1. Unlink the Sync Client:
    1. Locate the Sync Client in the system tray, or open the Sync Client through Tableau Desktop.
    2. if the Sync Client is in Run continuously mode, change the Sync Client to Run only when logged on mode.
    3. Right click the Sync Client icon in the system tray.
    4. Choose Unlink.
    5. Right click the Sync Client icon in the system tray again.
    6. Choose Exit to completely close the Sync Client.
  2. Clear connected clients on Tableau Online:
    1. Log into Tableau Online through a web browser.
    2. Click on your username in the top right hand corner and choose My Account Settings.  
    3. Scroll down to Connected Clients.
    4. Delete all connections for that computer name.
  3. Clear Tableau Desktop logins:
    1. Open Tableau Desktop.
    2. Navigate to Help > Settings and Performance.
    3. Click Clear Saved Sign ins, then click OK.
    The above step clears all connections, usernames, and passwords in the Sync Client and Tableau Desktop.
  4. Open Tableau Desktop and launch the Sync Client.
  5. Add the data sources back into the Sync Client:
    1. Log into Tableau Online via a web browser. 
    2. Click Data Sources
    3. Click the name of a data source to be refreshed using the Sync Client. 
    4. Click Refresh Schedules.
    5. Change Refresh this extract on from Tableau Online to the name of the computer running the Sync Client. 
    6. Repeat the above steps for all data sources you would like to refresh in the Sync Client. 

Multiple Sync Clients:

Can I have multiple Sync Clients open in different accounts on the same computer?

Running multiple Sync Clients on the same computer is not recommended, and can have serious detrimental effects on refresh behavior.

 

Did this article resolve the issue?