KNOWLEDGE BASE

Tableau Server ATR Licenses Are Unexpectedly Missing After Activation Service Crash


Published: 11 Jul 2022
Last Modified Date: 11 Jul 2022

Issue

Tableau Server with the ATR activation method may experience an event where the activation service crashes and the licenses disappear from the server.

Environment

  • Tableau Server versions 2021.1 and higher
  • Server Authorization To Run (ATR) activation enabled
  • Linux
  • Windows

Resolution

Possible workarounds are as follows:

Option 1:

If the issue is actively occurring, reactivating the licenses will resolve the unlicensed state.

Option 2:

Reinstalling Tableau Server with "Enable Server ATR" box unchecked will prevent this issue from occurring.

Note: To utilize this mitigation, use the Tableau Server obliterate script with the "-l" flag to remove licensing.

Cause

This behavior is related to a known issue with ID 1378369 which is currently under investigation.

Additional Information

To identify this issue:
  • A ziplogs archive covering this issue will contain a .log file in the activationservice/logs folder with a file name that begins with hs_err_activationservice.exe_pid_<process id on the system>
  • This log file will have the following error information:
#  A fatal error has been detected by the Java Runtime Environment:
#
#  EXCEPTION_ACCESS_VIOLATION
  • This log file will also contain a reference to a crash mini dump (.mdmp) file located in the system directory that has a process id ("pid") matching the one in the name of the hs_err_acticationservices.exe_pid<process id> file, for example: hs_err_pid<same process id>.mdmp

 
Did this article resolve the issue?