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Subscriptions No Longer Work As Expected After Upgrading Tableau Server

Published: 17 Jan 2017
Last Modified Date: 30 Jul 2020

Issue

After upgrading from Tableau Server version 9 to Tableau Server 10 and higher, some subscriptions might fail to send with messages and the following error might occur in the admin view:
550 5.7.1 Client does not have permissions to send as this sender
 
Additionally, the following error might be found in the backgrounder logs: 
"ERROR : com.tableausoftware.model.workgroup.util.EmailHelper - SMTP server login credentials failed. Cannot send email."

Environment

Tableau Server

Resolution

Option 1

If the SMTP server does NOT require authentication (anonymous authentication) then perform the following:
  1. Stop Tableau Server
  2. Open the Configure Tableau Server dialog window as an Administrator
  3. From the SMTP Setup tab, delete the Username and Password fields and select OK
  4. Start Tableau Server

Option 2

If the SMTP server does require authentication, then the user name must be in one of two forms:
  • username@domain-name.com
  • DOMAIN\username

Cause

Tableau Server 10 and higher versions had a switch from Ruby-based subscriptions to Java-based which had an impact on Exchange server configurations.
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