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Error "We are unable to process your offline activation file" for Tableau Desktop


Published: 02 Dec 2019
Last Modified Date: 31 Mar 2020

Issue

Tableau Desktop offline activation website fails with this message:
 
"We are unable to process your offline activation file. To continue with offline activation, submit a Tableau Technical Support case and attach your offline activation file. We apologize for the inconvenience."

Environment

  • Tableau Desktop
  • Offline activation website

Resolution

Make sure that none of these common errors in creating the offline.tlq file submitted to the offline activation website are preventing you from completing your offline activation:
  1. Confirm that you have used a product key with "- " (dash or hyphen) in the process of offline activation. The product key must follow this pattern: TCXX-XXXX-XXXX-XXXX-XXXX notice the "-" dashes or hyphens.

  2. The key must not be expired, check the Tableau Customer Portal for a valid Tableau Desktop key.

  3. If an air-gap or disconnected process is being performed, make sure that the edited template has no errors.  For more information, see Activating or Deactivating Tableau Desktop in a Disconnected (Airgap) Environment.

Cause

One or more steps during the offline activation process was not carried out correctly.
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