KNOWLEDGE BASE

We are unable to process your offline activation or deactivation file due to an unknown error for Tableau Server


Published: 23 Oct 2018
Last Modified Date: 28 Feb 2020

Issue

When submitting an offline.tlq file while following the Activate Tableau Server Offline process, the following error message is received:

"We are unable to process your offline activation or deactivation file due to an unknown error. Please create a case with Tableau Technical Support. Please include the offline.tlq or return file as an attachment when creating the support ticket."
 

Environment

  • Tableau Server
  • Offline activation

Resolution

Make sure that none of these common errors are preventing you from completing your offline activation:
  1. Confirm that the key being used matches the product being activated.

  2. Is an air-gap or disconnected process being performed as there may be an error in the edited offline.tlq file. For more information, see Activating Tableau Server in a Disconnected Air-Gap Environment.

  3. Confirm that the product key has not expired and is valid by going to the Tableau Customer Portal.

Cause

This error is seen when the incorrect key type is used, the key is invalid, because it has been replaced, the key has expired, or an air-gap offline.tlq file was incorrrectly updated.  For example, when using a Tableau Desktop key to create an offline.tlq for Tableau Server.
Did this article resolve the issue?