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    Subscriptions No Longer Work As Expected After Upgrading Tableau Server

    Published: 17 Jan 2017
    Last Modified Date: 09 Jul 2018

    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 10.1

    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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