KNOWLEDGE BASE

License keys in the Tableau Server or TSM UI do not match Customer Portal for Offline Activation


Published: 09 Nov 2019
Last Modified Date: 20 Nov 2019

Issue

After upgrading to Tableau Server 2019.4 some Tableau Server Licenses keys in the TSM and Tableau Server Web Ui do not match the keys in the Tableau Customer Portal when a key was offline activated.

Environment

  • Tableau Server 2019.4 or higher
  • Offline activation
  • Perpetual key

Resolution

Confirm the total number of licensed seats or cores matches the expected total, and that the maintenance date of the keys match the expected maintenance refresh date shown in Customer Portal. 

Cause

Because Tableau Server was offline activated, the Tableau Customer Portal will always reflect the most up to date maintenance key. Tableau Server on the other hand, will always show the original purchase key even when an offline activation occurred. 

This expected behavior causes a mismatch between the Tableau Server Licenses User Interface and the Tableau Customer Portal.
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