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Providing License Data to Tableau Support


Published: 25 Oct 2016
Last Modified Date: 09 Sep 2021

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.
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.
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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.
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\ 2019.4.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.
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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 or 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.

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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.
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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.
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.

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