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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: 02 Oct 2017

Issue

When attempting to connect to Tableau Online using Tableau Desktop using SSL, the following error message is received:
"Cannot connect to Tableau Server. Please check the server name and port and try again.The issuer certificate could not be found."

Environment

  • Tableau Desktop 10.2.0
  • Windows Server 2008 R2
  • MS SQL Server

Resolution

  1. Find the failing URL in the Desktop logs (an example is: NetworkAccessException: QNetworkReply::NetworkError=6, request url=[https://failing-url.js]
  2. Open the URL in a browser.
  3. Check the certificate chain in the browser.  
  4. Check the certificates in  Microsoft Management Console:
    Microsoft Management Console>Console Root>Add certificate to the current user account.
  5. Go to Trusted Root Certificate Authorities > Certificate on the current user session  and check validation for those certificates for the URL.
  6. Update the expired certificates.
  7. Import and Store the updated certificate on the Trusted Root Certification Authorities. 
  8. Refresh the certificate on the current user level (Right click on Certificates - Current User > Refresh)
  9. Verify the certificate has been updated properly on Trusted Root Certificate Authorities.
  10. Delete the outdated certificate to avoid duplicate certificate.

Cause

Outdated certificate.

Additional Information

Tableau Desktop logs:

SSL Errors:
The issuer certificate of a locally looked up certificate could not be found

NetworkAccessException: QNetworkReply::NetworkError=6, request url=[https://js-agent.newrelic.com/nr-1044.min.js]

args : tabui:create-connection-ui value-class-attr="sqlproxy"
name : tabui:create-connection-ui

TLS - failed to add certificate 'thawte Primary Root CA - G4' from store 'Root'. Run: openssl errstr b07c065

TLS - failed to add certificate 'thawte Primary Root CA - G3' from store 'Root'. Run: openssl errstr b07c065
TLS - failed to add certificate 'Thawte Timestamping CA' from store 'Root'. Run: openssl errstr b07c065


BrowserAuthenticationHelper::determineAuthState : access pending

SSL Errors:

The issuer certificate of a locally looked up certificate could not be found

NotifyOfException::TableauException

Error Dialog:

Cannot connect to Tableau Server.  Please check the server name and port and try again.

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

NetworkAccessException: QNetworkReply::NetworkError=5, request url=[https://js-agent.newrelic.com/nr-1044.min.js]
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