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Error "Unable to login" in upgrade-tsm Script After Failing to Upgrade


Published: 14 Mar 2019
Last Modified Date: 31 Mar 2020

Issue

When upgrading, the following error might occur: 

"Unable to login' and sun.security.validator.ValidatorException: PKIX path validation failed: java.security.cert.CertPathValidatorException: signature check failed;"

Environment

  • Tableau Server
  • Windows Server 2012 R2

Resolution

Work with your IT team to perform the steps below and recover Tableau Server (Windows OS) from an unsuccessful upgrade:
  1. Go to Control Panel > Uninstall the new Tableau Server
  2. Run Regedit and get rid of all references to the new version Tableau Server. This includes both deleting entries and folders and updating entries (where settings are for multiple versions of Tableau Server), for example HKEY_CURRENT_USER\Software\Tableau\Tableau Server <Build number>
  3. Check Certificates for Local Computer (using "MMC") issued to/by "TableauServerManagerCA". Based on date/time of upgrades you need to find the specific certificate and delete it. 
  4. From log file (\Tableau\Tableau Server\logs\app-upgrade.txt) find where Java Key Store for temporary self-signed certificate is located.
  5. Delete this .jks file, for example C:\ProgramData\Tableau\Tableau Server\tableauservicesmanagerca.jks
  6. Run Setup installer to upgrade again.
Note: The instructions in this section are intended for an IT professional who is comfortable editing the registry.

Cause

There is an incorrect certificate in the Windows Certificate Storage.

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