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Providing License Data to Tableau Support


Published: 25 Oct 2016
Last Modified Date: 16 Dec 2020

Question

How to use the Customer Activation and Server Utility tools to provide Trusted Storage licensing information to Tableau Support. 
 

Environment

  • Tableau Desktop
  • Tableau Server 

Answer

Note: These tools should only be used at the request of Tableau Support. 
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For Tableau Desktop on Windows
  1. Open Command Prompt as an administrator. 
  2. Navigate to the Tableau Desktop bin folder. By default, this folder is located at: 
    cd "C:\Program Files\Tableau\Tableau [version]\bin"
  3. Enter the following command:
    custactutil -view > LicResults.txt 
  4. Locate the LicResults.txt file in the bin folder above and send to Tableau Support as an attachment.
  5. If the Virtual Desktop option is being used, run the following command from the same location: atrdiag > atr_output.txt
  6. Locate the atr_output.txt file in the bin folder and send to Tableau Support as an additional attachment.
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For Tableau Desktop on Mac
  1. Select Go > Applications > Utilities > Terminal 
  2. Change to the Tableau Desktop Flexnet folder using the following command: 
    cd /Applications/Tableau\ Desktop\ [version].app/Contents/Frameworks/FlexNet
        Example: cd /Applications/Tableau\ Desktop\ 2019.4.app/Contents/Frameworks/FlexNet/
  3. Enter the following command: 
    ./custactutil -view > /users/$(whoami)/Desktop/licresults.txt
  4. Locate the LicResults.txt file on your desktop and send to Tableau Support as an attachment.
  5. If the Virtual Desktop option is being used, run the following commands:
    cd /Applications/Tableau\ Desktop\ [version].app/Contents/MacOS ./atrdiag > /users/$(whoami)/Desktop/atr_output.txt
        Example: cd /Applications/Tableau\ Desktop\ 2019.4.app/MacOS ./atrdiag > /users/$(whoami)/Desktop/atr_output.txt​​​​​​
  6. Locate the atr_output.txt file on your desktop and send to support as an attachment.
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For Tableau Server on Linux
  1. Enter the following command from a bash prompt to create the license results file with your server hostname:
    serveractutil -view > $ (ComputerName)_LicResults.txt 
  2. Locate the LicResults.txt file in the directory where the command was executed and send to Tableau Support as an attachment.
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Tableau Server 2020.4 and later on Windows
The following command will collect Tableau Server logs as well as multiple licensing log files.
  1. Open Command Prompt as an administrator.
  2. Navigate to the Tableau Server scripts folder.  By default, this folder is located at:     
    cd  "C:\Program Files\Tableau\Tableau Server\packages\scripts.[version]"
  3. Run one of the following commands:
    collect-tableau-licensing-data.cmd (date and time-stamped sub-folder will output to the user's Documents folder)
    or
    collect-tableau-licensing-data.cmd -o C:\Users\janedoe\Desktop (to output to a specific location)
     
  4. Zip the folder and send to Tableau Technical Support as an attachment to your ticket.  The folder will be named something like "tableau-server-licensing-data-2020_1209_214445utc" with numbers representing the date and time when the command was executed.

 
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For Tableau Server 2018.2 and later on Windows
  1. Open Command Prompt as an administrator. 
  2. Enter the following command:
    serveractutil -view > <ComputerName>_LicResults.txt 
  3. Locate the LicResults.txt file in the folder where the command was executed and send to Tableau Support as an attachment.
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For Tableau Server 2018.1 and earlier on Windows
  1. Open Command Prompt as an administrator :
  2. Navigate to the Tableau Server bin folder. By default, this folder is located at:
    cd "C:\Program Files\Tableau\Tableau Server\[version]\bin"
  3. Enter the following command:
    serveractutil -view > <ComputerName>_LicResults.txt 
  4. Locate the LicResults.txt file in the bin folder above and send to Tableau Support as an attachment.
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