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Error "Peer certificate cannot be authenticated with given CA certificates (online.tableausoftware.com)"


Published: 23 Oct 2014
Last Modified Date: 25 Apr 2017

Issue

When you try to connect to Tableau Online from Tableau Desktop, the following error might occur:

Cannot connect to Tableau Server. Please check the server name and port and try again.
Internet communication error: Peer certificate cannot be authenticated with given CA certificates (online.tableausoftware.com).

Environment

  • Tableau Online
  • Tableau Desktop

Resolution

Work with your internal IT staff to make sure that your computer's root certificates are up-to-date and SHA-256 compatible, and that the latest operating system updates have been applied.

Windows

In many cases, you can resolve this issue by applying a root certificate update from Microsoft.

  1. Open Internet Explorer and navigate to the root certificate update in the Microsoft Update Catalog.

    Note: The Update Catalog is accessible only through Internet Explorer.

  2. Find the update that corresponds to your operating system and bitness, and then click the Add on the right.
  3. Click view basket in the upper-right area of the page.
  4. Confirm that the correct update is listed, and then click the Download button in the upper-right.Browse to and select the location you want to download the update to, and click Continue.

    When the download is finished, click Close.

  5. On your computer, find the downloaded file, right-click it, and select Run as Administrator.

    Note: The installation is silent and will not provide feedback when it is complete.

  6. When the update installation is complete, open Tableau Desktop and sign in to Tableau Online.
If updating the system with the above steps does not resolve the problem, you might need to install the Thawte SHA-256 certificate. See the steps below and consult with your internal IT staff: 
  1. Go to https://www.thawte.com/roots/
  2. Download the "Thawte Primary Root CA – G3 (SHA256)" certificate
    1. Right-click Download Root Now  
    2. Select Save Target As.. 
    3. Save the file to your local machine 
  3. Locate and rename the file to include the .crt file extension 
    1. Note: Converting the file to .crt will allow you to install the certificate on your Windows machine 
  4. Select Yes to allow the change of the file extension 
  5. Open the file and select Install Certificate  
  6. Select Next and complete the Certificate Import Wizard

Mac OS X

If you experience this error on a Mac, the computer might be missing the Thawte Primary Root CA - G3 root certificate, or the certificate is not trusted. If this is causing the error, as mentioned above, make sure the system is up-to-date.

To check for system updates:

  1. On the Apple menu, System Preferences.
  2. Depending on the OS X version, select System Updates or App Store.
  3. (Optional but recommended) Select Automatically check for updates.
  4. Download any updates that the system indicates are available, particularly security updates.

If updating the system through the system preferences does not resolve the problem, you might need to update the Thawte Primary Root CA - G3 manually. See Related Links, and consult with your internal IT staff.

Cause

New SSL certificates with a stronger encryption were implemented to Tableau URLs, which help prevent future attacks and vulnerabilities. These updates were required to comply with an upcoming Microsoft SHA-256 compatibility deadline.

Additional Information

If the issue persists after you update your computer’s root certificate, contact Tableau Online Support.

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