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Error "We're sorry, access is not allowed because you have out-of-date software" When Attempting to Sign in to Tableau Server or Online From Desktop Using an IdP With Duo Security


Published: 10 Aug 2019
Last Modified Date: 11 Oct 2021

Issue

When attempting to sign in to Tableau Server or Tableau Online from Tableau Desktop, where the authentication method is set to SAML using IdP and Duo Security (two factor authentication), the following error occurs:

"We're sorry, access is not allowed because you have out-of-date software".

User-added image

Environment

  • Tableau Desktop 2021.1 or later
  • Tableau Server
  • Tableau Online

Resolution

To resolve the issue try one of the following options:

Option 1

Disable the browser version check policy in the Duo configuration settings. See Policy & Control > Browsers for more information.

Option 2

Use Tableau Desktop 2020.4 or earlier.

Option 3

Update your machine registry settings to remove the user-agent Chrome version from Tableau Desktop.
  1. Login to your Windows machine where Tableau Desktop is installed. 
  2. Access the Registry Editor
  3. Navigate to Computer\HKEY_CURRENT_USER\Software\Tableau\Tableau 2021.3\Settings (change the version to match whichever version of Tableau Desktop you are using).
  4. Right-click, go to New, and select String Value
  5. Add the following values:
    • Value name: RemoveChromeFromUserAgent
    • Value data: True
  6. Select OK.

Cause

When signing in Tableau Desktop sends a request containing the user-agent "Chrome/80.0.3987.163" to Tableau Server or Tableau Online. When the request eventually reaches Duo Security, it sees this as an old version of Chrome and denies the sign in request.

Additional Information

Beginning with Tableau 2021.1, Tableau changed from using Qt WebKit to WebEngine. WebEngine is a few versions behind the newest version of Chromium. Tableau uses WebEngine 5.15.0 which includes Chrome/80. The current version of Chrome is 94.x.

In older versions of Tableau, which included WebKit and not WebEngine, the user-agent did not contain Chrome so this was not a problem.
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