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Error "Cannot connect to Tableau Server. Please check the server name and port and try again.The issuer certificate could not be found."


Published: 04 Aug 2017
Last Modified Date: 08 Feb 2018

Issue

When attempting to connect to Tableau Online using Tableau Desktop, the following error may occur:
Cannot connect to Tableau Server. Please check the server name and port and try again.The issuer certificate could not be found.
OR
Unexpected Error
Cannot connect to Tableau Server. Please check the server name and port and try again.
The issuer certificate of a locally looked up certificate could not be found

Environment

  • Tableau Desktop 10
  • Tableau Online

Resolution

Step 1: Identify the missing certificate

  1. Follow steps 1 and 2 from Sending Tableau Desktop Log Files to create "clean" logs that reproduce the issue.
  2. Use a text editor such as Notepad and open log.txt in the Logs folder. 
  3. Find the failing URL in log.txt, for example NetworkAccessException: QNetworkReply::NetworkError=6, request url=[https://js-agent.newrelic.com/nr-1044.min.js] 
  4. Try loading the domain name part of the URL in Internet Explorer. For the above example, the domain name is newrelic.com (You may need to add www. to the front of the host name.) 
  5. Click the lock icon next to the address bar of the browser and select "View certificates". 
  6. Select the Certification Path tab to see the root certificate. 
  7. Open Certificate Manager: Press Windows Key + R, enter certmgr.msc and click OK. 
  8. Navigate to Trusted Root Certification Authorities > Certificates to verify that the root certificate from Step 6 is expired (or absent). 

Step 2: Install the Certificate

  1. Find and download the certificate from a trusted source on the Web. For example, the R1 GlobalSign Root Certificate is available from https://support.globalsign.com/customer/portal/articles/1426602-globalsign-root-certificates 
  2. Double-click the downloaded certificate and click "Install Certificate...". In the Certificate Import Wizard, select "Current User" and "Automatically select the certificate store based on the type of certificate". 
  3. In Certificate Manager, right-click the Trusted Root Certification Authorities > Certificates folder and select Refresh to verify that the certificate has been installed successfully. 
  4. Delete the expired certificate that the newly installed certificate replaces. 

Cause

One of the trusted root certificates installed on your computer has expired.
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