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Unable to Add Users from Active Directory to the Tableau Server User Interface


Published: 09 Mar 2016
Last Modified Date: 21 Jun 2019

Issue

When trying to add an Active Directory (AD u)ser in the Tableau Server User Interface (UI), the wait cursor spins indefinitely and the user is not added.

Environment

  • Tableau Server 
  • Smart card 

Resolution

Work with your Tableau Server Administrator and/or your IT team to perform the following steps: 

Step 1: Before remotely accessing the computer running Tableau Server.

  1. Open RDC (Remote Desktop Connection)
  2. Select Show Options
  3. Select Local Resources
  4. Uncheck Smart cards

Step 2: Tableau Server & Microsoft Certificates Manager

  1. Sign-in to Tableau Server as the Run-As user.
  2. Select the Windows Start menu and search for certmgr
  3. Open the Microsoft Certificates Manager
  4. Navigate to the Personal and Certificates folders. 
  5. Delete the smart card certificate.  The "Intended Purposes' will show as PIV-FASC-N
Important: You may need to reboot the computer running Tableau Server, in which case it will be necessary to schedule a time to stop Tableau Server in order to perform the reboot.  For more information, see Restart the Tableau Server Computer in Tableau Help. 

Cause

The Tableau Server Run-as user account had imported smartcard certificates in its Personal Certificate store that were tied to another account. This causes Active Directory to wait on additional user input to proceed with authentication, so that Tableau Server cannot finish adding the user.
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