KNOWLEDGE BASE

Error "Some of your product keys could not be synchronized" or "116 tableau_error_licensing_resync_general"


Published: 02 Dec 2013
Last Modified Date: 06 Aug 2020

Issue

When refreshing a product key in Tableau Desktop or Tableau Server, the following error occurs in Manage Product Keys:

Some of your product keys could not be synchronized: <keys>
 
When activating, deactivating, or refreshing Tableau Server keys via TSM, the following error occurs: 
 
116 tableau_error_licensing_resync_general

Environment

  • Tableau Desktop
  • Tableau Server

Resolution

Several issues may result in the error listed above. Try the below troubleshooting steps to identify the origin of the error.
  • Verify in the Tableau Customer Portal that the product key has additional maintenance
    If, in Manage Product Keys, the key shows a maintenance end date that matches the maintenance end date in the Tableau Customer Portal, then there is no additional date to refresh. 

  • Verify the key in the Tableau Customer Portal matches the key being refreshed in Manage Product Keys. 
    If a key has been replaced by another key, it will not be possible to refresh the obsolete key. The new key must be activated to obtain the higher maintenance date.

  • If the product key was activated offline previously due to the inability to reach out to the Tableau License Server, the refresh will fail. 
    Another offline activation will need to be completed to obtain a higher maintenance date. Please visit the Tableau Customer Portal to obtain the updated key with the latest maintenance end date.

  • The license data on the Tableau Server or Tableau Desktop machine may be out of sync with the Tableau License Server.  Please contact Technical Support and provide the license data outlined in this article: Providing License Data to Tableau Support.

  • The key may be at a maximum activation level.
    Please contact Tableau Technical Support and provide the licensing ID for the key being refreshed or a screenshot of the Manage Product Keys refresh error.

  • Check if a previous version of Tableau Desktop is installed and test refreshing the product key in that version.
    The synchronization error has been bypassed specifically by refreshing the key in a 32-bit version of Tableau Desktop that was already installed.

  • Ensure that nothing is blocking communication to or from licensing.tableau.com on port 443 of the computer running Tableau Desktop or Tableau Server. For more information, see the Licensing section of the Internet Access Requirements article.

  • Proxies or Firewalls such as zscaler may rewrite portions of SSL certificates when Tableau tries to reach the licensing server. 

    1. Run a Fiddler trace and see if the issue resolves.
    2. If the issue does not occur with Fiddler, check for any firewalls, proxies, etc. in the environment that may affect the SSL certificates. For a closer look at traffic, use a Wireshark test to examine the SSL certificates being passed.
    3. Note: Fiddler acts as a software proxy in gathering traffic, and may also rewrite SSL certificates, resulting in Tableau being unable to trust a mismatch in the SSL Certificate signature. More information on Fiddler fixing issues, follow this link.

Cause

The root cause may vary depending upon which of the above scenarios was the origin of the error.
  • The computer running Tableau Desktop or Tableau Server is unable to communicate with the Tableau Licensing Server.
  • The key has no additional maintenance to refresh.
  • The key is obsolete and has been replaced.
  • The machine is in an offline mode with no connectivity to the Internet.
Did this article resolve the issue?