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Error: We Are Unable to Process Your Offline Activation File When Activating Tableau Server in a Disconnected Environment


Published: 24 Sep 2018
Last Modified Date: 28 Feb 2020

Issue

When uploading the modified offline activation file, the following error occurs:

"We are unable to process your offline activation file. To continue with offline activation, email Tableau Technical Support and attach your offline activation file. We apologize for the inconvenience."

Environment

Tableau Server in an air-gap or high security disconnected environment.

Resolution

Background:

When performing a Tableau Server offline activation in a disconnected environment, a template is updated as described in the Tableau Server Online Help Install Tableau Server in a Disconnected (Air-Gapped) Environment.

The issue:

One of the updated values in the offline activation template was entered incorrectly or the template was modified from it's original format.

The resolution:

Review the original offline.tlq file from the disconnected or secure machine to update the values accordingly in the offline template.

Some common errors that can occur:

  • <XXXX> fields are not updated as required. More information can be found here.
  • Product key is invalid (verify the correct current product key is being used by going to the Tableau Customer Portal).
  • The wrong template is used (Tableau Desktop and Tableau Server have different offline template files)
  • Typos in the Unique Machine Numbers or Hash code.

Cause

The initial offline.tlq file was incorrectly edited.
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