KNOWLEDGE BASE

Providing License Data to Tableau Support

Published: 25 Oct 2016
Last Modified Date: 06 Apr 2023

Question

How to use the activation tools to provide licensing information to Tableau Technical Support.  These tools are available when installing the products.
 

Environment

  • Tableau Desktop
  • Tableau Server 

Answer

The sections below are specific to the product with the license issue, the operating system, and whether or not the ATR activation method was selected.  The products and the activation method will use different tools.
 
CLICK TO EXPAND SOLUTION

For Tableau Desktop on Windows

If not using LBLM or Virtual Desktop, follow the steps below:
  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.
If Virtual Desktop or LBLM is being used, run the following command from the same location:

  1. atrdiag > atr_output.txt

  2. Locate the atr_output.txt file in the bin folder and send to Tableau Support as an additional attachment.
CLICK TO EXPAND SOLUTION

For Tableau Desktop on Mac

If not using LBLM or Virtual Desktop, follow the steps below:
  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\ 2023.1.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.
If Virtual Desktop or LBLM is being used, run the following commands:

  1. cd /Applications/Tableau\ Desktop\ [version].app/Contents/MacOS ./atrdiag > /users/$(whoami)/Desktop/atr_output.txt

    Example: cd /Applications/Tableau\ Desktop\ 2023.1.app/Contents/MacOS ./atrdiag > /users/$(whoami)/Desktop/atr_output.txt​​​​​​

  2. Locate the atr_output.txt file on your desktop and send to Tableau Support as an attachment.
CLICK TO EXPAND SOLUTION

For Tableau Server on Linux

Enter the following commands from a bash prompt to create the license results file appropriate for the server installation type:
For a Server installation NOT using the Authority-to-run (ATR ) activation option, perform the following steps:
  1. Open a command prompt and run the following:

        serveractutil -view > $(hostname)_LicResults.txt 

    If an error, "flxActCommonHandleOpen", occurs when running the command, open a new terminal session and run the command again.

  2. Locate the LicResults.txt file in the directory where the command was executed and send to Tableau Support as an attachment.
For a Server installation using the ATR activation option, please perform the following:
  1. Open a command prompt and run the following:

       sudo su -l tableau
       atrdiag -product "Tableau Server"  >  $(hostname)_atrdiag.txt

    Please note! If Tableau Server is installed in a Docker container, please add the additional flag "-container" after -product "Tableau Server".

  2. Locate the atrdiag.txt file in the directory where the command was executed and send to Tableau Support as an attachment.

CLICK TO EXPAND SOLUTION

Tableau Server 2021 and later on Windows

For a Server installation NOT using the Authority-to-run or ATR activation option, perform the following steps:
  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.
For a Server installation using the ATR activation option please perform the following:
  1. Open a command prompt as an administrator.

  2. Enter the following command:
       
       atrdiag.exe -product "Tableau Server" > <ComputerName>_atrdiag.txt

  3. Locate the atrdiag.txt file in the directory where the command was executed and send to Tableau Support as an attachment.
CLICK TO EXPAND SOLUTION

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.
CLICK TO EXPAND SOLUTION

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.

Additional Information

Configure Virtual Desktop Support 

To know if ATR was the selected activation method on Tableau Server, look for the Activation Service having a green checkmark in the Tableau Server TSM user interface as demonstrated below.
User-added image



 
Did this article resolve the issue?    
PRINT THIS PAGE
Trending Articles
Attachments


All Support

SUPPORT BY PRODUCT
TOOLS & DOWNLOADS
INFORMATION
ASSISTANCE