Technical Support Cases

Thank you for our meeting today where we could reproduce the issue on spot using a test site on pod eu-west-1a using only 1 bridge client.

As discussed:

• The issue apprears only on Tableau Cloud not on Tableau Server using the exact same workbook and data connection.
• The issue is not with the initial loading time, but the change of filters in the dashboard, which is muchs slower (5 mins vs instant on Tableau Server) on Tableau Cloud.
• The issue appears only with MSSQL and only for dashboards that use a large ammount of data, other workbooks that use less data do not show this lag for that same MSSQL.
• The appears in Tableau Cloud intermittenlly most of the time, but there are times where the changes in the filter are much faster.

• We were able to collect the below error for workbook https://eu-west-1a.online.tableau.com/#/site/rochetableaucloudpoc/views/CubePerformanceAssessment-POCTesting/TimelineOverview?Accounts=0041676745&EndDate=2025-10-15&StartDate=2025-10-01&EndDate%20PH=2025-10-15&StartDate%20PH=2025-10-01

  An unexpected error occurred. If you continue to receive this error please contact your Tableau Server Administrator.

Session ID: 3A83E582D1CE4114A67B720F29DD3754-0:0 HTTPException: Service Unavailable. Check to make sure the service is running. 2025-10-15 11:26:07.412 (f4feb69e59b43061aa4edf8e0938d83c, aO-AXE7mxZfyGKiJ0qowBAAAAIA,0:0) Would you like to reset the view?

As agreed I will start my investigation of the above session ID in our Tableau Cloud logs and will discuss my findings tomorrow with our tech leads.

Please expect a follow-up email by end of Friday or tomorrow.

Thank you for being a valued Tableau Software customer!

Simon

Thank you for your update.

I have cancelled our original meeting and have scheduled a meeting for Wednesday at 1PM CET time. In order to join the session, please use the below link at the appointed time:

https://salesforce.webex.com/salesforce/j.php?MTID=m756d7f9f9d816f5937b61cc79c76aa65 Wednesday 15 October 2025 12:00 | 1 hour | (UTC+01:00) Dublin, Edinburgh, Lisbon, London Meeting number: 2495 290 7140 Password: tD7V2Bf37fmG

Join by video system Dial 24952907140@salesforce.webex.com You can also dial 173.243.2.68 and enter your meeting number.

Join by phone +1-650-479-3208 United States Toll +353-1-533-9981 Ireland Toll

Access code: 249 529 07140

Thank you for being a valued Tableau Software customer!

Simon

Thank you for the update.

Tomorrow I have no time slots available unforunately, can we do the same time 9:45 on this Friday?

Thank you, Simon

Thank you for the update.

Sure, I’ve scheduled a webex for Monday 13th Ocotber at 12pm CET time. In order to join the session, please use the below link at the appointed time:

https://salesforce.webex.com/salesforce/j.php?MTID=mff74c2a524cece36813a29005f270451 Monday 13 October 2025 11:00 | 1 hour | (UTC+01:00) Dublin, Edinburgh, Lisbon, London Meeting number: 2482 551 2568 Password: utFPv35Pb6EK

Join by video system Dial 24825512568@salesforce.webex.com You can also dial 173.243.2.68 and enter your meeting number.

Join by phone +1-650-479-3208 United States Toll +353-1-533-9981 Ireland Toll

Access code: 248 255 12568

Thank you for being a valued Tableau Software customer!

Thank you, Simon

Thank you for the update.

Tableau Sever is always local on your premises and therefore has direct access to your database from your company internal network.

Since Tableau Cloud cannot access your internal database it requires Tableau Bridge to establish a connection over the public internet.

Depending on which Tableau Bridge instance is being used - Switzerland or Germany the latency is expected to show some difference.

Since Tableau Cloud is using the public internet there is no “tableau cloud traffic” but every Tableau Cloud site resides on a pod and resources for each site are shared with other sites on the same pod. There should however not be any difference of 6 minutes, for a workbook.

Since the issue appears only for a single particular live mssql instance it is more likely the performance impact is related to heavier load to that live mssql database at particular times.

A quick workaround could be to use an extract instead of a mssql live connection if possible, while we investigate this.

Going forward, to scope the issue in more detail I would suggest if we could have a webex meeting where we can also record the behaviour.

If possible, please provide Three Time Slots on 3 different days in which a remote WebEx session would be possible (I am available Monday to Friday from 10AM to 4PM London Time).

Thank you, Simon

My name is Simon and I’m the technician responsible for this support case in the EMEA time zone.

Based on the case description the mysql performance issue is intermittent which means it does not originate on the Tableau Cloud side.

In order to fully investigate this issue, we will require the following additional information:

1. When did the issue start and what was changed befoere it began?
2. How is the issue being noticed? Slow loading workbooks that use live connection to mysql?
3. What is the time difference (in seconds) when the issue appears compared to when it does not appear for the same workbook?
4. What version of Tableau Bridge clien is used?
5. How many Tableau Bridge clients do you use for the Bridge pool? https://help.tableau.com/current/online/en-us/to_bridge_manage.htm
6. Are all Bridge pools hosten on the same premises location?
7. When the performance issue appears please connect to the mysql database direct from Tableau Desktop http://www.tableau.com/support/esdalt. Does the issue apear in Tableau Desktop as well at that time? Please test this.

Thanks for being a valued Tableau Software customer! Simon

Hi Daniel,

Thank you for contacting Tableau Technical Support. My name is Simon and I am the technician responsible for this support case.

I am currently looking through the information attached to your case and will be in contact shortly once I completed my initial analysis. For any concerns during the life of this support case, please don’t hesitate to contact us back.

I greatly appreciate your time and patience as we work together towards resolving the case.

Thanks for being a valued Tableau Software customer! Simon

Hi Daniel,

Thank you for contacting Tableau Technical Support. My name is Simon and I’m the technician responsible for this support case in the EMEA time zone.

Please note that our offices in EMEA close in approximately 2,5 hours after receiving this email.

Since you are based in the U.S. time zone, would it be more convenient for you if we transferred this case to our USCA-based support team at the end of our shift?

I’m currently looking through the information attached to your case and will be in contact shortly once I have completed my initial analysis. For any concerns during the life of this support case, please don’t hesitate to contact us back.

I greatly appreciate your time and patience as we work together toward resolving the case.

Thanks for being a valued Tableau Software customer! Simon

My name is Simon and I’m the technician responsible for this support case in the EMEA time zone.

In regards to the described behavior it is vital that you can perform the tasks manually first. If the task cannot be performed manually the AI is usually not capable to do it as well.

Furthermore it has to be ensured that data or virtual parts of the dashboards were not changed in the meantime, if it worked before. If the underlying data or workbook structure changes the AI might still refer to the previous version/s.

In order to investigate the behaviour, please provide Three Time Slots on 3 different days in which a remote WebEx session would be possible (I am available this Friday at any time, next week I am out of office for 1 week, but after I am available Monday - Friday 10AM to 4 PM London time), this case can also be transferred to another technician if next week is the only option.

Please reply to this email with the requested information and I will get back in touch as soon as possible.

Thank you, Simon

Hi Sean,

Thank you for contacting Tableau Technical Support. My name is Simon and I am the technician responsible for this support case.

I am currently looking through the information attached to your case and will be in contact shortly once I completed my initial analysis. For any concerns during the life of this support case, please don’t hesitate to contact us back.

I greatly appreciate your time and patience as we work together towards resolving the case.

Thanks for being a valued Tableau Software customer! Simon

Hi Sean,

Thank you for contacting Tableau Technical Support. My name is Simon and I’m the technician responsible for this support case in the EMEA time zone.

Please note that our offices in EMEA close in approximately 2,5 hours after receiving this email.

Since you are based in the U.S. time zone, would it be more convenient for you if we transferred this case to our USCA-based support team at the end of our shift?

I’m currently looking through the information attached to your case and will be in contact shortly once I have completed my initial analysis. For any concerns during the life of this support case, please don’t hesitate to contact us back.

I greatly appreciate your time and patience as we work together toward resolving the case.

Thanks for being a valued Tableau Software customer! Simon

Thank you for our meeting today where we could reproduce the issue using your sample workbook.

As discussed, please provide us that sample workbook by exporting it as a twbx file which uses and Extract only. For detailed instructions, please see our online help below:

https://help.tableau.com/current/pro/desktop/en-us/save_savework_packagedworkbooks.htm#create-a-twbx-with-tableau-server-data-sources

Please double-check that the issue can be reproduced using the twbx and that no connections to your Server are being made - this way we can reproduce the issue on our side easily.

You can upload the workbook to the case directly, or if the file is large you can also use this link:

Link: https://tableau.egnyte.com/ul/FXcGNF9Q98

Please reply to this email with the requested information and I will get back in touch as soon as possible.

Thank you for being a valued Tableau Software customer! Simon

Thank you for the link.

See you Tuseday at 12PM London time.

Thank you for being a valued Tableau Software customer! Simon

Thank you for letting me know.

We can meet on Tuesday at the same time as well, yes.

Please send em the invite as well.

Thank you, Simon

Thank you for the link.

See you tomorrow at 12PM London time (1PM CET time).

Simon

Thank you for you update, 12pm Thursday is ok.

I cannot send any schedule since we are not using webex - which is our internal tool to schedule the webex meetings.

I’ve marked the date/time in my calendar and you can do the same.

Please provide me the Teams link for teams at the appointed date/time.

Thank you, Simon

Thank you for your update.

Please send me the meeting link for Thursday, October 9, 11 a.m London time.

Thank you, Simon

Since the problem cannot be understood completely using the information provided and to further investigate the issue, please provide Three Time Slots on 3 different days in which a remote WebEx session would be possible (I am available Monday to Friday from 10AM to 4PM London Time).

Thank you, Simon

My name is Simon and I’m the technician responsible for this support case in the EMEA time zone.

Since the problem cannot be understood completely using the information provided and to further investigate the issue, please provide Three Time Slots on 3 different days in which a remote WebEx session would be possible (I am available Monday to Friday from 10AM to 4PM London Time).

Thanks for being a valued Tableau Software customer! Simon

Hi Sebastian,

Thank you for contacting Tableau Technical Support. My name is Simon and I am the technician responsible for this support case.

I am currently looking through the information attached to your case and will be in contact shortly once I completed my initial analysis. For any concerns during the life of this support case, please don’t hesitate to contact us back.

I greatly appreciate your time and patience as we work together towards resolving the case.

Thanks for being a valued Tableau Software customer! Simon

Hi Sebastian,,

Thank you for contacting Tableau Technical Support. My name is Simon and I’m the technician responsible for this support case in the EMEA time zone.

Please note that our offices in EMEA close in approximately 2,5 hours after receiving this email.

Since you are based in the U.S. time zone, would it be more convenient for you if we transferred this case to our USCA-based support team at the end of our shift?

I’m currently looking through the information attached to your case and will be in contact shortly once I have completed my initial analysis. For any concerns during the life of this support case, please don’t hesitate to contact us back.

I greatly appreciate your time and patience as we work together toward resolving the case.

Thanks for being a valued Tableau Software customer! Simon

Thank you for your update.

NOTE: Since the workbooks performance ranges from 13-20 seconds this means that the most likely root cause of the slowness is found in heavier usage of Tableau Server rather then in the workbook itself.

Nevertheless, while optimizing customer workbooks is beyond the scope of our Tableau technical support, we suggest to try our workbook optimizer to help improve your workbooks performance as much as possible:

Workbook Optimizer https://help.tableau.com/current/pro/desktop/en-us/wbo_overview.htm

In addition to the above, if the issue is connected to one specific workbook, contact the creator of that workbook to redesign it based on our best practices, for better performance and efficient usage of your current Tableau Server resources. This is usually done by reducing the amount of complexity and data points it contains and by splitting a single heavy workbook into smaller parts. For additional resources on how to optimize a workbook based on Tableau’s best practices, please see the below articles from our Online Help sites:

Best Practices for Designing Efficient Tableau Workbooks https://www.tableau.com/learn/whitepapers/designing-efficient-workbooks

Tableau Workbook Performance Checklist https://help.tableau.com/current/pro/desktop/en-us/perf_checklist.htm

Slow Dashboard or Workbook Performance http://kb.tableau.com/articles/issue/slow-dashboard-workbook-performance

6 tips to make your dashboards more performant https://www.tableau.com/about/blog/2016/1/5-tips-make-your-dashboards-more-performant-48574

Optimize for Extracts https://help.tableau.com/current/server/en-us/perf_optimize_extracts.htm

Optimize Workbook Performance https://help.tableau.com/current/pro/desktop/en-us/performance_tips.htm

Slow Dashboard or Workbook Performance http://kb.tableau.com/articles/issue/slow-dashboard-workbook-performance

I believe the information above will help to resolve the issue. If the above steps do not resolve the issue and in order to continue our investigation, please provide the following additional information:

• Was the workbook/dashboard re-created according to our best practices and does the problem still persist afterwards?
• At what times is the performance issue the worst during the day?
• Does the issue still persist after using our workbook optimizer and the above listed best practices?
• Does the problem appear in a single view of that workbook only or for all views in that workbook?
• If the problem appears in a single workbook only, then what is the difference between this specific workbook compared to others that use the same data source?
• Does the problem appear for all users the same, including the Tableau Server administrator?
• Does the problem appear for all users or only for some?
• When was the issue first noticed (since a recent update, 3 months ago, worsened over time) and what changes were made before the problem appeared?
• Does the performance issue also happen in Tableau Desktop or only in Tableau Server?

Please reply to this email with the requested information and I will get back in touch as soon as possible.

Thanks for being a valued Tableau Software customer! Simon

My name is Simon and I’m the technician responsible for this support case in the EMEA time zone.

The DCM team is experiencing performance issues with a new Tableau dashboard, with report execution times varying significantly and the “Building view” activity being the most time-consuming step.

1. Could you confirm if there are any specific filters or user-defined parameters consistently causing longer execution times?
2. Are there any additional details regarding the size or complexity of the dataset extracted from Databricks?
3. Could you clarify if any specific timeframes consistently show better or worse performance?

To proceed, I recommend reviewing the anonymized workbook to identify potential optimization areas and analyzing any patterns in execution time fluctuations.

Thank You, Simon Bucek

Thanks for being a valued Tableau Software customer! Simon

Hi Andrew,

Thank you for contacting Tableau Technical Support. My name is Simon and I am the technician responsible for this support case.

I am currently looking through the information attached to your case and will be in contact shortly once I completed my initial analysis. For any concerns during the life of this support case, please don’t hesitate to contact us back.

I greatly appreciate your time and patience as we work together towards resolving the case.

Thanks for being a valued Tableau Software customer! Simon

Hi Andrew,

Thank you for contacting Tableau Technical Support. My name is Simon and I’m the technician responsible for this support case in the EMEA time zone.

Please note that our offices in EMEA close in approximately 2,5 hours after receiving this email.

Since you are based in the U.S. time zone, would it be more convenient for you if we transferred this case to our USCA-based support team at the end of our shift?

I’m currently looking through the information attached to your case and will be in contact shortly once I have completed my initial analysis. For any concerns during the life of this support case, please don’t hesitate to contact us back.

I greatly appreciate your time and patience as we work together toward resolving the case.

Thanks for being a valued Tableau Software customer! Simon

Thank you for your update.

The problem is that The flow you’ve provided to Rob contains a connection to your Tableau Server to which we don’t have access to. Because of that I’m getting the error “cannot connect to this datasource”.

In order for us to reproduce the issue can you please simplify the flow to the smallest amount of steps that still reproduce the issue and please use only provide a flow with Extracts as inputs, nothing else.

You can upload the simplified and corrected flow to the following Egnyte link:

https://tableau.egnyte.com/ul/gYcpZPAh5J

Please reply to this email with the requested information and I will get back in touch as soon as possible.

Thank you for being a valued Tableau Software customer! Simon

I see the case was opened multiple times already as a new case which is preventing this case from getting resolved.

IMPORTANT: To avoid duplication of work for yourself and on our side please focus on this case only and always re-open it if needed instead of creating new cases.

Going forward, to help resolve the issue please provide us the following additional information:

1. A copy of the flow that has all its input data sources replaced with extracts. Please include the extracts as well so we can reproduce the issue on our side. We cannot use any flow that relies on your internal databases since we cannot have access to those. As best practice create a simple minimal flow that reproduces the issue and that we can use as well. IMPORTANT: please test the flow on your side first to ensure it does not rely on your internally accessible data sources - only on the extract data.

For details on how to share a flow, please see: https://help.tableau.com/current/prep/en-us/prep_save_share.htm

You can upload the flow and extracts here: Upload Link: https://tableau.egnyte.com/ul/gYcpZPAh5J

1. Provide the exact steps to reproduce the issue on our side using the flow from point 1.
2. What exact version of tableau prep do we need to reproduce the issue on our side?
3. Have you already confirmed that the issue also occurs with the latest Prep Builder 2025.2.3.

Please reply to this email with the requested information and I will get back in touch as soon as possible.

Thank you for being a valued Tableau Software customer! Simon

My name is Simon and I’m the technician responsible for this support case in the EMEA time zone.

s

Thanks for being a valued Tableau Software customer! Simon

Hi Pascal,

Thank you for contacting Tableau Technical Support. My name is Simon and I am the technician responsible for this support case.

I am currently looking through the information attached to your case and will be in contact shortly once I completed my initial analysis. For any concerns during the life of this support case, please don’t hesitate to contact us back.

I greatly appreciate your time and patience as we work together towards resolving the case.

Thanks for being a valued Tableau Software customer! Simon

Hi Pascal,

Thank you for contacting Tableau Technical Support. My name is Simon and I’m the technician responsible for this support case in the EMEA time zone.

Please note that our offices in EMEA close in approximately 2,5 hours after receiving this email.

Since you are based in the U.S. time zone, would it be more convenient for you if we transferred this case to our USCA-based support team at the end of our shift?

I’m currently looking through the information attached to your case and will be in contact shortly once I have completed my initial analysis. For any concerns during the life of this support case, please don’t hesitate to contact us back.

I greatly appreciate your time and patience as we work together toward resolving the case.

Thanks for being a valued Tableau Software customer! Simon

Thank you for our webex today whewre we could see that the same workbook shows data in Tableau Server but it’s empty in Tableau Cloud after using a dedicated migration application to transfer it to Tableau Cloud.

As discussed, since the MSSQL is hosted locally please ensure that Tableau Bridge is configured correcty,otherwise the data will not refresh. Please see our Online Help document below for all the details:

Connect to Private Cloud Data https://help.tableau.com/current/online/en-us/to_bridge_vpc.htm

If no data shows up in the dashboard it usually means something is wrong on the data source side of things. Just in case please check that your domain and username use the same case, for details, please see this article:

Data Not Populating in Dashboard When Using Row Level Security for One or a Few Specific Users https://orgcs.lightning.force.com/lightning/r/Knowledge__kav/ka0Hx000001dYE9IAM/view

If the issue appears for all users then the above can be excluded.

As agreed, since you are based in the US, I will now also transfer this case to our USCA team for best asistance, since we close our EMEA office in 1 hour.

Thank you for being a valued Tableau Software customer! Simon

As discussed here is the webex meeting link for 9:30 CST:

https://salesforce.webex.com/salesforce/j.php?MTID=m5613a64b053b41323b347941533488cb Wednesday 8 October 2025 15:30 | 1 hour | (UTC+01:00) Dublin, Edinburgh, Lisbon, London Meeting number: 2499 268 7162 Password: q3zXJFeCQx42

Join by video system Dial 24992687162@salesforce.webex.com You can also dial 173.243.2.68 and enter your meeting number.

Join by phone +1-650-479-3208 United States Toll +353-1-533-9981 Ireland Toll

Access code: 249 926 87162

Thanks for being a valued Tableau Software customer! Simon

Hi Monalisa,

Thank you for contacting Tableau Technical Support. My name is Simon and I am the technician responsible for this support case.

I am currently looking through the information attached to your case and will be in contact shortly once I completed my initial analysis. For any concerns during the life of this support case, please don’t hesitate to contact us back.

I greatly appreciate your time and patience as we work together towards resolving the case.

Thanks for being a valued Tableau Software customer! Simon

Hi Monalisa,

Thank you for contacting Tableau Technical Support. My name is Simon and I’m the technician responsible for this support case in the EMEA time zone.

Please note that our offices in EMEA close in approximately 2,5 hours after receiving this email.

Since you are based in the U.S. time zone, would it be more convenient for you if we transferred this case to our USCA-based support team at the end of our shift?

I’m currently looking through the information attached to your case and will be in contact shortly once I have completed my initial analysis. For any concerns during the life of this support case, please don’t hesitate to contact us back.

I greatly appreciate your time and patience as we work together toward resolving the case.

Thanks for being a valued Tableau Software customer! Simon

* * *

I want to inform you that an internal investigation has now been opened using the information we’ve collected so far and with the approval of our tech leads.

Please expect a follow-up email within the next 5 working days or as soon as new information becomes available.

Thank you for being a valued Tableau Software customer! Simon

Thank you for your update.

I have now advanced the findings to our tecdh leads and will provide you with an update within the next 1-2 working days about our next steps.

Thank you,

Simon

[“South”, “North” ] “Region”:[“South”],

• The whole DB changed - so is it driver or DB?
• does the query work when using any third party tool for that DB?
• Are there any error messages on the DB side?
• Run query in Tableau Desktop with a DIRECT connection.

https://teams.microsoft.com/l/meetup-join/19%3ameeting_NDU3ODkzMmYtYzU1Ni00OWRiLWJmYTAtZDJiMDc5MDAxZmIx%40thread.v2/0?context=%7b%22Tid%22%3a%22c4b62f1d-01e0-4107-a0cc-5ac886858b23%22%2c%22Oid%22%3a%22018c397a-f9bc-498e-881b-cda5e39a7634%22%7d

• when testing using local data sourc ein desktop:

An error occurred while communicating with the Apache Impala data source ’b_msbreport (b_msbdbrddb)’ Bad Connection: Tableau could not connect to the data source. Error Code:B19090E0

Connector Class: cdata_apacheimpala, Version: 24.9155.0 SELECT ’GBP Amount’ AS “Calculation_{1451285038007771139}”, “b_msbreport”.“remitter_name” AS “remitter_name”, SUM(“b_msbreport”.“gbp_amount”) AS “sum:gbp_amount:ok”, COUNT(“b_msbreport”.“payment_id”) AS “usr:Calculation_{1451285038007398400}:ok” FROM “b_msbdbrddb”.“b_msbreport” “b_msbreport” WHERE (((CASE WHEN (CASE WHEN (CASE WHEN TRIM(UPPER(“b_msbreport”.“customer_name”)) IS NULL OR ’ (’ IS NULL THEN NULL ELSE CONCAT(TRIM(UPPER(“b_msbreport”.“customer_name”)), ’ (’) END) IS NULL OR CAST(“b_msbreport”.“cus_idr” AS VARCHAR) IS NULL THEN NULL ELSE CONCAT((CASE WHEN TRIM(UPPER(“b_msbreport”.“customer_name”)) IS NULL OR ’ (’ IS NULL THEN NULL ELSE CONCAT(TRIM(UPPER(“b_msbreport”.“customer_name”)), ’ (’) END), CAST(“b_msbreport”.“cus_idr” AS VARCHAR)) END) IS NULL OR ’)’ IS NULL THEN NULL ELSE CONCAT((CASE WHEN (CASE WHEN TRIM(UPPER(“b_msbreport”.“customer_name”)) IS NULL OR ’ (’ IS NULL THEN NULL ELSE CONCAT(TRIM(UPPER(“b_msbreport”.“customer_name”)), ’ (’) END) IS NULL OR CAST(“b_msbreport”.“cus_idr” AS VARCHAR) IS NULL THEN NULL ELSE CONCAT((CASE WHEN TRIM(UPPER(“b_msbreport”.“customer_name”)) IS NULL OR ’ (’ IS NULL THEN NULL ELSE CONCAT(TRIM(UPPER(“b_msbreport”.“customer_name”)), ’ (’) END), CAST(“b_msbreport”.“cus_idr” AS VARCHAR)) END), ’)’) END) IN (’ACCESS SYSTEMS (UK) LIMITED (5461382854)’, ’ACCESS SYSTEMS (UK) LIMITED T/AS ACCESSPAY (5461382854)’)) AND (CASE WHEN (CASE “b_msbreport”.“direction” WHEN ’I’ THEN ’RECEIPT’ WHEN ’O’ THEN ’PAYMENT’ ELSE “b_msbreport”.“direction” END) IS NULL OR ’PAYMENT’ IS NULL THEN NULL ELSE (CASE “b_msbreport”.“direction” WHEN ’I’ THEN ’RECEIPT’ WHEN ’O’ THEN ’PAYMENT’ ELSE “b_msbreport”.“direction” END) = ’PAYMENT’ END) AND (CASE WHEN “b_msbreport”.“value_date” IS NULL OR (DATE ’2025-07-01’) IS NULL THEN NULL ELSE “b_msbreport”.“value_date” >= (DATE ’2025-07-01’) END) AND (CASE WHEN “b_msbreport”.“value_date” IS NULL OR (DATE ’2025-09-30’) IS NULL THEN NULL ELSE “b_msbreport”.“value_date” <= (DATE ’2025-09-30’) END)) GROUP BY “b_msbreport”.“remitter_name”

Thank you for your update.

I will be available today 1:30 PM for the meeting.

As noted Tableau does not provide support for driver development, however we can discuss the Tableau side of things mentioned in my previous email which were not answered yet as we speak.

Thank you, Simon

The latest provided Tableau Desktop logs show us that the the connection is being made via Tableau Server and not directly.Because of this we still cannot tell if the issue is Tableau Desktop or Tableau Server specific. The only valid test would be using a direct not a published impala connection.

IMPORTANT: Please always ensure that the absolute latest version of the driver is used.

Since the same driver is being used on both sides, please perform the same test using Tableau Desktop, but this time using a direct connection to Apache impala - NOT using the published impala connection on Tableau Server.

You can easily create a workbook that uses a direct connection by replacing the current connection in the workbook with a direct connection, as described here:

Replace Data Sources https://help.tableau*** Hi Atul, .com/current/pro/desktop/en-us/connect_{basicreplace.htm}

Please confirm how the direct connection to impala is behaving in Tableau Desktop and if an error still occurs, please provide a new set of Tableau Desktop logs that capture the direct connection this time:

Debug Desktop logs ref -> https://help.salesforce.com/s/articleView?id=001469502&type=1

Please reply to this email with the requested information and I will get back in touch as soon as possible.

Thank you for being a valued Tableau Software customer!

In addition to my previous email could you please confirm if the attached query (in file query.rtf) - which causes the current error - is able to successfully run in Impala:

Please reply to this email with the requested information and I will get back in touch as soon as possible.

Thank you for being a valued Tableau Software customer! Simon

SELECT ’GBP Amount’ AS “Calculation_{1451285038007771139}”, “b_msbreport”.“remitter_name” AS “remitter_name”, SUM(“b_msbreport”.“gbp_amount”) AS “sum:gbp_amount:ok”, COUNT(“b_msbreport”.“payment_id”) AS “usr:Calculation_{1451285038007398400}:ok” FROM “b_msbdbrddb”.“b_msbreport” “b_msbreport” WHERE ((CASE WHEN “b_msbreport”.“value_date” IS NULL OR (TIMESTAMP ’2024-09-01 00:00:00.000’) IS NULL THEN NULL ELSE “b_msbreport”.“value_date” >= (TIMESTAMP ’2024-09-01 00:00:00.000’) END) AND (CASE WHEN “b_msbreport”.“value_date” IS NULL OR (TIMESTAMP ’2025-10-01 00:00:00.000’) IS NULL THEN NULL ELSE “b_msbreport”.“value_date” < (TIMESTAMP ’2025-10-01 00:00:00.000’) END) AND ((CASE WHEN (CASE WHEN (CASE WHEN TRIM(UPPER(“b_msbreport”.“customer_name”)) IS NULL OR ’ (’ IS NULL THEN NULL ELSE CONCAT(TRIM(UPPER(“b_msbreport”.“customer_name”)), ’ (’) END) IS NULL OR CAST(“b_msbreport”.“cus_idr” AS VARCHAR) IS NULL THEN NULL ELSE CONCAT((CASE WHEN TRIM(UPPER(“b_msbreport”.“customer_name”)) IS NULL OR ’ (’ IS NULL THEN NULL ELSE CONCAT(TRIM(UPPER(“b_msbreport”.“customer_name”)), ’ (’) END), CAST(“b_msbreport”.“cus_idr” AS VARCHAR)) END) IS NULL OR ’)’ IS NULL THEN NULL ELSE CONCAT((CASE WHEN (CASE WHEN TRIM(UPPER(“b_msbreport”.“customer_name”)) IS NULL OR ’ (’ IS NULL THEN NULL ELSE CONCAT(TRIM(UPPER(“b_msbreport”.“customer_name”)), ’ (’) END) IS NULL OR CAST(“b_msbreport”.“cus_idr” AS VARCHAR) IS NULL THEN NULL ELSE CONCAT((CASE WHEN TRIM(UPPER(“b_msbreport”.“customer_name”)) IS NULL OR ’ (’ IS NULL THEN NULL ELSE CONCAT(TRIM(UPPER(“b_msbreport”.“customer_name”)), ’ (’) END), CAST(“b_msbreport”.“cus_idr” AS VARCHAR)) END), ’)’) END) IN (’ACCESS SYSTEMS (UK) LIMITED (5461382854)’, ’ACCESS SYSTEMS (UK) LIMITED T/AS ACCESSPAY (5461382854)’)) AND (CASE WHEN (CASE “b_msbreport”.“direction” WHEN ’I’ THEN ’RECEIPT’ WHEN ’O’ THEN ’PAYMENT’ ELSE “b_msbreport”.“direction” END) IS NULL OR ’PAYMENT’ IS NULL THEN NULL ELSE (CASE “b_msbreport”.“direction” WHEN ’I’ THEN ’RECEIPT’ WHEN ’O’ THEN ’PAYMENT’ ELSE “b_msbreport”.“direction” END) = ’PAYMENT’ END) AND (CASE WHEN “b_msbreport”.“value_date” IS NULL OR (DATE ’2025-06-01’) IS NULL THEN NULL ELSE “b_msbreport”.“value_date” >= (DATE ’2025-06-01’) END) AND (CASE WHEN “b_msbreport”.“value_date” IS NULL OR (DATE ’2025-08-31’) IS NULL THEN NULL ELSE “b_msbreport”.“value_date” <= (DATE ’2025-08-31’) END)) GROUP BY “b_msbreport”.“remitter_name” 2025-09-11 10:02:02.484 +0100 (COO & Functions – COO – Functions Technology – Compliance Data Lake,G01144628,A45151AA076F4F5388054FD657C70AA8-5:1,aMKQCtuzrp26PwL2WBzEUAAAA7E,59034,34814) grpc-default-executor-165 : INFO com.tableau.connect.grpc.GrpcProtocolService - End local request 34814 /runQuery. 2025-09-11 10:02:30.381 +0100 (COO & Functions – COO – Functions Technology – Compliance Data Lake,G01144628,A45151AA076F4F5388054FD657C70AA8-5:1,aMKQCtuzrp26PwL2WBzEUAAAA7E,59034,34814) pool-3-thread-92 : ERROR com.tableausoftware.jdbc.JDBCProtocolImpl - Exception null for query: SELECT ’GBP Amount’ AS “Calculation_{1451285038007771139}”, “b_msbreport”.“remitter_name” AS “remitter_name”, SUM(“b_msbreport”.“gbp_amount”) AS “sum:gbp_amount:ok”, COUNT(“b_msbreport”.“payment_id”) AS “usr:Calculation_{1451285038007398400}:ok” FROM “b_msbdbrddb”.“b_msbreport” “b_msbreport” WHERE ((CASE WHEN “b_msbreport”.“value_date” IS NULL OR (TIMESTAMP ’2024-09-01 00:00:00.000’) IS NULL THEN NULL ELSE “b_msbreport”.“value_date” >= (TIMESTAMP ’2024-09-01 00:00:00.000’) END) AND (CASE WHEN “b_msbreport”.“value_date” IS NULL OR (TIMESTAMP ’2025-10-01 00:00:00.000’) IS NULL THEN NULL ELSE “b_msbreport”.“value_date” < (TIMESTAMP ’2025-10-01 00:00:00.000’) END) AND ((CASE WHEN (CASE WHEN (CASE WHEN TRIM(UPPER(“b_msbreport”.“customer_name”)) IS NULL OR ’ (’ IS NULL THEN NULL ELSE CONCAT(TRIM(UPPER(“b_msbreport”.“customer_name”)), ’ (’) END) IS NULL OR CAST(“b_msbreport”.“cus_idr” AS VARCHAR) IS NULL THEN NULL ELSE CONCAT((CASE WHEN TRIM(UPPER(“b_msbreport”.“customer_name”)) IS NULL OR ’ (’ IS NULL THEN NULL ELSE CONCAT(TRIM(UPPER(“b_msbreport”.“customer_name”)), ’ (’) END), CAST(“b_msbreport”.“cus_idr” AS VARCHAR)) END) IS NULL OR ’)’ IS NULL THEN NULL ELSE CONCAT((CASE WHEN (CASE WHEN TRIM(UPPER(“b_msbreport”.“customer_name”)) IS NULL OR ’ (’ IS NULL THEN NULL ELSE CONCAT(TRIM(UPPER(“b_msbreport”.“customer_name”)), ’ (’) END) IS NULL OR CAST(“b_msbreport”.“cus_idr” AS VARCHAR) IS NULL THEN NULL ELSE CONCAT((CASE WHEN TRIM(UPPER(“b_msbreport”.“customer_name”)) IS NULL OR ’ (’ IS NULL THEN NULL ELSE CONCAT(TRIM(UPPER(“b_msbreport”.“customer_name”)), ’ (’) END), CAST(“b_msbreport”.“cus_idr” AS VARCHAR)) END), ’)’) END) IN (’ACCESS SYSTEMS (UK) LIMITED (5461382854)’, ’ACCESS SYSTEMS (UK) LIMITED T/AS ACCESSPAY (5461382854)’)) AND (CASE WHEN (CASE “b_msbreport”.“direction” WHEN ’I’ THEN ’RECEIPT’ WHEN ’O’ THEN ’PAYMENT’ ELSE “b_msbreport”.“direction” END) IS NULL OR ’PAYMENT’ IS NULL THEN NULL ELSE (CASE “b_msbreport”.“direction” WHEN ’I’ THEN ’RECEIPT’ WHEN ’O’ THEN ’PAYMENT’ ELSE “b_msbreport”.“direction” END) = ’PAYMENT’ END) AND (CASE WHEN “b_msbreport”.“value_date” IS NULL OR (DATE ’2025-06-01’) IS NULL THEN NULL ELSE “b_msbreport”.“value_date” >= (DATE ’2025-06-01’) END) AND (CASE WHEN “b_msbreport”.“value_date” IS NULL OR (DATE ’2025-08-31’) IS NULL THEN NULL ELSE “b_msbreport”.“value_date” <= (DATE ’2025-08-31’) END)) GROUP BY “b_msbreport”.“remitter_name”

We’ve found that the Tableau Desktop logs were collected on your local machine with a connection to Tableau Server, however we need to collect them from Tableau Desktop which is installed directly on Tableau Server so it uses the same drivers as Tableau Server.

Could you please install Tableau Desktop directly on Tableau Server and reproduce the issue while collecting the same debug level Desktop logs:

Debug Desktop logs ref -> https://help.salesforce.com/s/articleView?id=001469502&type=1

In addition please also describe the exact steps you are taking while reproducing the issue in Tableau Desktop directly on Tableau Server.

If you have issues collecting the logs we can do it together on a webex, just let me know your availability in the next 3 working days. I am available from 10AM to 4PM London time.

Thank you, Simon

We see the error in the Tableau Desktop logs but they do not provide any clues as to what is causing this.

As discussed with our tech leads please provide the following additional information to continue our investigation:

1. When you open up a desktop and make a new connection to the Apache data source the connection does not fail correct?
2. What happens when you use the original driver Hadoop Impala driver? Can the workbook that uses Apache Impala be opened without that error in that case or is the error still the same?
3. You’ve mentioned you are engaging with the cdata team as we speak, can you please provide us with any new findings or information from their side?

Please reply to this email with the requested information and I will get back in touch as soon as possible.

Thank you for being a valued Tableau Software customer! Simon

Arun is out of office and I’ve just returned from my time off today.

I will now investigate the Tableau Desktop debug logs and if needed discuss them tomorrow during our tech leads meeting.

Please expect a follow up email within the next 24 hours.

Thank you, Simon

Based on the provided logs and screenshot I was investigating the logs for the below view:

bxinsights.barclays.intranet/#/site/COMPLIANCE-DATA-LAKE/views/MSBUKSingleVisual/TopRemitters?iid=1 An error occurred while communicating with data source ’MSB Report OS’

DataServiceFailure I could identify the following session ID associated with the view at 2025-09-11T10:12:02.899:

bxinsights.barclays.intranet 22.113.176.81 - 2025-09-11T10:12:02.899 “+0100” 443 “POST /vizql/t/COMPLIANCE-DATA-LAKE/w/MSBUKSingleVisual/v/TopRemitters/sessions/83435158B820492DB99EE60EAFFFE099-8:3/commands/tabdoc/notify-animation-module-loaded HTTP/1.1” “-” 200 2618 “0” 24993 aMKSYtsPepWfMVG0AVPJdAAAA2E - - - - “-”

I was not able to find any errors related to this session in our driver logs. This combined with the fact that only that particular workbook is affected indicates that we are likely dealing with a workbook specific problem.

• As mentioned in my previous emails, please contact the datasource/workbook creator to double-check any potentially missed differences between the working and non-working workbooks. Let us know the findings.
• Just to confirm can you reproduce the issue in Tableau Desktop?
• Furthermore, if possible, please provide minimal sample workbook that relies on extracts so that we can use it on our side for a reproduction of the issue. To collect a sample workbook please use:

https://help.tableau.com/current/pro/desktop/en-us/save_savework_packagedworkbooks.htm

Please reply to this email with the requested information and I will get back in touch as soon as possible.

In the meantime I will continue the discussion with our tech leads as well for greater insight.

Thank you for being a valued Tableau Software customer! Simon

Thank you for your update.

Apologies for the delay as I was out of office yesterday. Furthermore I see the logs and screenshot were provided on the 11th September of which I was unaware since we can only see email updates in the case directly.

Please expect a follow-up email later today with the results of my findings.

Thank you, Simon

Thank you for the logs, however there is not a single entry in them that would relate to error: “An error occurred while communicating with data source ’MSB”

Also there is not a single mention in the logs of the data source “MSB Report OS” mentioned originally in our case description for this case. Also MSBUKSingleVisual which you’ve provided in the screenshot is not present in the logs telling us that the error was not captured there.

Going forward we will need to capture the exact issue with the exact same data source as mentioned in our case error:

An error occurred while communicating with data source ’MSB Report OS | Project : MSB’ The connection to the data source might have been lost. Error Code:B19090E0 An error occurred while communicating with data source ’MSB Report OS’ DataServiceFailure

Only after the above error was reproduce collect the Tableau Server logs and upload them to :

https://tableau.egnyte.com/ul/19boBA3o0b

In addition we need the following details that were already requested in my previous 2 emails without response:

1. Provide a screenshot of the workbooks error that includes the date and time of the Operating System. We need this to find the relevant log entries.

1. Provide the exact workbook name and data source name as well that is affected by the issue and that were used for the reproduction. We need this to find the relevant log data.
2. Contact the datasource/workbook creator to double-check any potentially missed differences between the working and non-working workbooks. Let us know the findings.

Please reply to this email with the requested information and I will get back in touch as soon as possible.

Thank you for being a valued Tableau Software customer! Simon

We did not receive any logs unfortunately.

Also we did not receive any other information requested in my previous email:

1. Please try to reproduce the issue by recreating a simple sample workbook.
2. Provide a screenshot of the workbooks error that includes the date and time of the Operating System.
3. Provide the exact workbook name and data source name as well.
4. In know you tried already but please double-check any potentially missed differences between the working and non-working workbooks.
5. The complete Tableau Server Log Files (for instructions on bundling and sending the log files, please refer to: https://help.tableau.com/current/server/en-us/logs_archive.htm). If log file is too large to send via email, please follow the link https://kb.tableau.com/articles/HowTo/alternative-method-for-sending-large-files to upload the log file to us.

Please reply to this email with the requested information and I will get back in touch as soon as possible.

Thank you for being a valued Tableau Software customer! Simon

Thank you for joining our webex today where we confirmed the following:

• The issue happens with some workbooks connected to a published live Apache Impala data source.
• Issue started since the Apache Impala data source with the Cdata driver is being used
• The issue appears only for some specific workbooks but other work fine using the same data source.
• When the issue appeared it was constant but we were unable ti reproduce it in web-edit mode during webex for now
• Direct connections to Apache Impala from Tableau Desktop works fine

In order to fully investigate this issue, we will require the following additional information:

1. Please try to reproduce the issue by recreating a simple sample workbook.
2. Provide a screenshot of the workbooks error that includes the date and time of the Operating System.
3. Provide the exact workbook name and data source name as well.
4. In know you tried already but please double-check any potentially missed differences between the working and non-working workbooks.
5. The complete Tableau Server Log Files (for instructions on bundling and sending the log files, please refer to: https://help.tableau.com/current/server/en-us/logs_archive.htm). If log file is too large to send via email, please follow the link https://kb.tableau.com/articles/HowTo/alternative-method-for-sending-large-files to upload the log file to us.

Please reply to this email with the requested information and I will get back in touch as soon as possible.

Thank you for being a valued Tableau Software customer! Simon

Thank you for your response.

Sure, I’ve rescheduled our meeting for Thursday 28th 11:30 UK time.

webex 471216559 Hosted by Simon Bucek

https://salesforce.webex.com/salesforce/j.php?MTID=mb180024b0636b2cff89d61cea13f38fb Thursday 28 August 2025 11:30 | 1 hour | (UTC+01:00) Dublin, Edinburgh, Lisbon, London Meeting number: 2499 456 4740 Password: J5jmjwgfyR82

Join by video system Dial 24994564740@salesforce.webex.com You can also dial 173.243.2.68 and enter your meeting number.

Join by phone +1-650-479-3208 United States Toll +353-1-533-9981 Ireland Toll

Access code: 249 945 64740

Thank you for being a valued Tableau Software customer! Simon

Thank you for your response.

I have scheduled a meeting for Wednesday 27th at 11AM London time. In order to join the session, please use the below link at the appointed time:

https://salesforce.webex.com/salesforce/j.php?MTID=m400e0e4944f9a3668214c22a1180905e Wednesday 27 August 2025 11:00 | 1 hour | (UTC+01:00) Dublin, Edinburgh, Lisbon, London Meeting number: 2492 284 4982 Password: ZJyM43GiUgu5

Join by video system Dial 24922844982@salesforce.webex.com You can also dial 173.243.2.68 and enter your meeting number.

Join by phone +1-650-479-3208 United States Toll +353-1-533-9981 Ireland Toll

Access code: 249 228 44982

Thank you for being a valued Tableau Software customer! Simon

Thank you for confirming that the same error occurs in Tableau Desktop as well.

Furthermore your CSM Richard Witton also confirmed that this error only occurs with only 1 specific workbook.

This means we need to fix this workbook related issue in Tableau Desktop first before it can ever work in Tableau Server.

The error B19090E0 is associated with driver configurations related issue in connection with Hadoop.

Going forward, can you please confirm the following:

1. Did this workbook ever work as expected? Did the issue start recently?
2. If it started recently what was changed before the issue began?
3. Do you have another workbook that uses the same Hadoop using CData Impala connector which is working fine? Or does the issue affect all Hadoop connected workbooks that use this connector?
4. Where did you get the CData Impala connector? Where can it be downloaded?
5. Please provide Three Time Slots on 3 different days in which a remote WebEx session would be possible (I am available Monday to Friday from 10AM to 4PM London Time).

Please reply to this email with the requested information and I will get back in touch as soon as possible.

Thank you for being a valued Tableau Software customer! Simon

Thank you for you update.

As mentioned the workbook need to work in Tableau Desktop first before it can ever work in Tableau Server.

Can you confirm that the issue is fixed on Tableau Desktop side or not?

If not please provide a screenshot of the error in Tableau Desktop.

If it works in Tableau Desktop provide a screenshot of the error in Tableau Server.

Ensure that the whole screen is visible not only the error. Including date/time.

Please reply to this email with the requested information and I will get back in touch as soon as possible.

Thank you for being a valued Tableau Software customer! Simon

Since the issue is for only 1 specific workbook please contact the creator of that workbook, to ensure that it is not referencing and old/inaccessible data source somewhere.

NOTE: The workbook cannot work in Tableau Server if it’s not woring in Tableau Desktop. The issue needs to be fixed in Tableau Desktop first before we can expect it to work in Tableau Server.

Please let me kn ow the results of the above testing.

Thank you, Simon

Hi Deepankar,

Please note that Apache Hadoop does not have a supported connector at the moment:

https://help.tableau.com/current/pro/desktop/en-us/exampleconnections_overview.htm

However there is a way to connect to it still using ODBC and a third party driver listed in this article for Tableau Desktop:

Connecting to Apache Hadoop Hive from Tableau Desktop https://help.salesforce.com/s/articleView?id=001456652&type=1

Have you tried all listed driver on that page?

NOTE: Tableau Server uses the same processes as Tableau Desktop therefore if it works for Tableau Desktop it should also work for Tableau Server.

Thanks for being a valued Tableau Software customer! Simon

Hi Deepankar,

Thank you for contacting Tableau Technical Support. My name is Simon and I am the technician responsible for this support case.

I am currently looking through the information attached to your case and will be in contact shortly once I completed my initial analysis. For any concerns during the life of this support case, please don’t hesitate to contact us back.

I greatly appreciate your time and patience as we work together towards resolving the case.

Thanks for being a valued Tableau Software customer! Simon

Hi Deepankar,

Thank you for contacting Tableau Technical Support. My name is Simon and I’m the technician responsible for this support case in the EMEA time zone. Please note that our offices in EMEA close in approximately 2,5 hours after receiving this email.

Since you are based in the U.S. time zone, would it be more convenient for you if we transferred this case to our USCA-based support team at the end of our shift?

I’m currently looking through the information attached to your case and will be in contact shortly once I have completed my initial analysis. For any concerns during the life of this support case, please don’t hesitate to contact us back.

I greatly appreciate your time and patience as we work together toward resolving the case.

Thanks for being a valued Tableau Software customer! Simon

I understand that you wish to include the new paths that caused the issue in the first place.

As requested already please provide the logs we’ve created.

Also provide us with the paths that you want to add and the current values for those paths then using the tsm commands we discussed earlier.

Furthermore confirm if the Run As Uaser of Tableau Server can access the folders (not your own user).

Thank you, Simon

Thank you for your update and the confirmation that the issue was now resolved.

Given the above information I will now move this case into a closed state, should however another issue arise, please don’t hesitate to open a new case with us and we will be with you shorty.

Thank you for being a valued Tableau Software customer!

Simon

Did you have the chance to talk to your internal IT about the sending of the log files to Egnyte?

As mentioned in my previous email the link for the upload works without issues and I’ve shown your CSM Andy Cooper it is working on our side.

Should the issue persist can you please ask your IT where you could upload and share the logs from your side to us?

Thank you, Simon

I’ve tried the same link on my site and I’m able to upload a 1,2GB video without issues.

How long did you wait before the sessionj timed out?

I see that only 5kb was sent. This is not normal behaviour.

Can yu please check with your network team if egnyte is being blocked by a proxy or a firewall?

Thank you, Simon

Please use the link I’ve provided in my previous email, it is working fine on my side: Upload Link: https://tableau.egnyte.com/ul/WIxzDqjLw4

If the link does not work on your side please contact your internal IT team to make sure you can use it.

In addition, please note that our offices close at 5PM London time. Are you available after those hours as well? If yes we can transfer this case to our USA team to take over if needed.

Thank you for being a valued Tableau Software customer! Simon

Thank you for our webex today.

As discussed please try to revert any changes that caused the issue and most of the users should be able to work with the flow again while we continue our investigation.

In the meantime please provide us the following information:

1. The Tableau Server logs. Please upload them here:

Upload Link: https://tableau.egnyte.com/ul/WIxzDqjLw4

1. Provide us the list of the affected output flows. As well as the complete outputs list: tsm configuration get -k maestro.input.allowed_paths tsm configuration get -k maestro.output.allowed_paths

1. Provide the the exact details as to what was changed and added to the list before the issue began.

Please reply to this email with the requested information and I will get back in touch as soon as possible.

Thank you for being a valued Tableau Software customer! Simon

Thank you for your response.

I’ve scheduled a meeting for today at 10:30 London time, in about 30 minutes.

Please use the below link to attend the webex at the apointed time:

https://salesforce.webex.com/salesforce/j.php?MTID=m08f1b29318f422feb44cd98359e5d94b

Thank you for being a valued Tableau Software customer! Simon

I’ve tried to call you but there seems to be an issue with outging calls.

Would you be able to attend a webex today so we can investigate the issue in more detail?

Please let me know at that time you would be avaiable today.

Thanks for being a valued Tableau Software customer! Simon

Hi Ernesto,

Thank you for contacting Tableau Technical Support. My name is Simon and I am the technician responsible for this support case.

I am currently looking through the information attached to your case and will be in contact shortly once I completed my initial analysis. For any concerns during the life of this support case, please don’t hesitate to contact us back.

I greatly appreciate your time and patience as we work together towards resolving the case.

Thanks for being a valued Tableau Software customer! Simon

Hi Ernesto,

Thank you for contacting Tableau Technical Support. My name is Simon and I’m the technician responsible for this support case in the EMEA time zone.

Please note that our offices in EMEA close in approximately 2,5 hours after receiving this email.

Since you are based in the U.S. time zone, would it be more convenient for you if we transferred this case to our USCA-based support team at the end of our shift?

I’m currently looking through the information attached to your case and will be in contact shortly once I have completed my initial analysis. For any concerns during the life of this support case, please don’t hesitate to contact us back.

I greatly appreciate your time and patience as we work together toward resolving the case.

Thanks for being a valued Tableau Software customer! Simon

I was notified by our admins that this issue is already being worked on in a seaprate case with ID: 471560362 by Marcel Guerrier.

Please note that there can be only 1 case open for the same issue and any duplicates need to be closed as per our admin process.

Please let me know if this case describes the same issue and I will move it to a closed state accordingly since it is being worked on already by Marcel.

Simon

Thank you for your update.

If the issue would be SSL related it should be constant and not intermittent, because either you have the certificate or you don’t.

In order to fully investigate this issue, we will require the following additional information:

1. Please install the latest Tableau Desktop version (https://www.tableau.com/support/releases) directly on the Tableau Server machine and run a few extract refreshes form Desktop directly on that server machine. Do you experience the same problem in Desktop as in Server?
2. Just to confirm - the refresh works always when run manually but it never works on schedule? Or sometimes it fails as well when run manually and it intermittently works on schedule?
3. Is there a proxy or firewall between tableau server and the data source BigQuery? Please confirm this with your Network team as it might be the root cause here.

Please reply to this email with the requested information and I will get back in touch as soon as possible.

Thank you for being a valued Tableau Software customer! Simon

*

The error when refreshing the BigQuery based extract is known to occur especially when security software is preventing Windows from verifying the authenticity of the SSL certificates.

In order to help resolve the issue please follow the below article from our Online Help:

Error “Internet communication error: SSL connect error” Connecting to Data https://help.salesforce.com/s/articleView?id=001471288&type=1

I believe the information above will help to resolve the issue. If the above steps do not resolve the issue and in order to continue our investigation, please provide the following additional information:

1. When did the issue start and what was changed before it began?
2. Is Tableau Server running on windows or Linux?
3. Is an Antivirus or any other security software running on Tableau Server?
4. Does the issue persist after following the steps in the above article?
5. Does the error appear for every single scheduled refresh of the BigQuery data source or is it intermittent?

Thanks for being a valued Tableau Software customer! Simon

Hi Atul,

Thank you for contacting Tableau Technical Support. My name is Simon and I am the technician responsible for this support case.

I am currently looking through the information attached to your case and will be in contact shortly once I completed my initial analysis. For any concerns during the life of this support case, please don’t hesitate to contact us back.

I greatly appreciate your time and patience as we work together towards resolving the case.

Thanks for being a valued Tableau Software customer! Simon

Hi Atul,,

Thank you for contacting Tableau Technical Support. My name is Simon and I’m the technician responsible for this support case in the EMEA time zone.

Please note that our offices in EMEA close in approximately 2,5 hours after receiving this email.

Since you are based in the U.S. time zone, would it be more convenient for you if we transferred this case to our USCA-based support team at the end of our shift?

I’m currently looking through the information attached to your case and will be in contact shortly once I have completed my initial analysis. For any concerns during the life of this support case, please don’t hesitate to contact us back.

I greatly appreciate your time and patience as we work together toward resolving the case.

Thanks for being a valued Tableau Software customer! Simon

Our developers have confirmed they are already working on the issue.

I will update you as soon as new informaiton becomes available. Please expect a follow-up email within the next 5 working days max.

Thank you, Simon

My name is Simon and I’m the technician responsible for this support case in the EMEA time zone.

Thanks for being a valued Tableau Software customer! Simon

Hi Dren,

Thank you for contacting Tableau Technical Support. My name is Simon and I am the technician responsible for this support case.

I am currently looking through the information attached to your case and will be in contact shortly once I completed my initial analysis. For any concerns during the life of this support case, please don’t hesitate to contact us back.

I greatly appreciate your time and patience as we work together towards resolving the case.

Thanks for being a valued Tableau Software customer! Simon

Hi Dren,

Thank you for contacting Tableau Technical Support. My name is Simon and I’m the technician responsible for this support case in the EMEA time zone.

Please note that our offices in EMEA close in approximately 2,5 hours after receiving this email.

Since you are based in the U.S. time zone, would it be more convenient for you if we transferred this case to our USCA-based support team at the end of our shift?

I’m currently looking through the information attached to your case and will be in contact shortly once I have completed my initial analysis. For any concerns during the life of this support case, please don’t hesitate to contact us back.

I greatly appreciate your time and patience as we work together toward resolving the case.

Thanks for being a valued Tableau Software customer! Simon

As per the Microsoft documentation the SharePoint URLs will follow one of those two formats, with https://{host}.sharepoint.com being the root site collection URL for your tenant, and https://{host}.sharepoint.com/sites/%7Bpath/to/site} being a custom site collection or team site URL within that tenant.

See the following Microsoft article:

URLs and tokens in SharePoint https://learn.microsoft.com/en-us/sharepoint/dev/general-development/urls-and-tokens-in-sharepoint

If there is a team involved in the URL the general format seems to be in this format: “https://[company].sharepoint.com/sites/%5BTeam%5D/Shared%20Documents/General/[Folder name]/[file name].xlsx”

I’ve found the above in the following Microsoft community question:

Sharepoint URL format different in Windows 11 - How to change? https://learn.microsoft.com/en-us/answers/questions/5315957/sharepoint-url-format-different-in-windows-11-how

I believe the information above will help to resolve the issue. If the above steps do not resolve the issue and in order to continue our investigation, please provide the following additional information:

1. Does the issue persist with the above mentioned format recommendations?
2. Based on your screenshot I believe you are using Tableau Server not Tableau Cloud. Please provide a screenshot of your server version by clicking the top right question mark icon.
3. Please provide the name of your Site or copy the full URL from the browser which includes the sitename.
4. Please try to connect to the same sharepoint from within Tableau Desktop. Does the same issue appear in Tableau Desktop as well?
5. Just to confirm, did the failing URL ever work in the past or is this the first time you are setting up this connection to SharePoint?

Please reply to this email with the requested information and I will get back in touch as soon as possible.

Thanks for being a valued Tableau Software customer! Simon

Hi Onkar,

Thank you for contacting Tableau Technical Support. My name is Simon and I am the technician responsible for this support case.

I am currently looking through the information attached to your case and will be in contact shortly once I completed my initial analysis. For any concerns during the life of this support case, please don’t hesitate to contact us back.

I greatly appreciate your time and patience as we work together towards resolving the case.

Thanks for being a valued Tableau Software customer! Simon

Hi Onkar,

Thank you for contacting Tableau Technical Support. My name is Simon and I’m the technician responsible for this support case in the EMEA time zone.

Please note that our offices in EMEA close in approximately 2,5 hours after receiving this email.

Since you are based in the U.S. time zone, would it be more convenient for you if we transferred this case to our USCA-based support team at the end of our shift?

I’m currently looking through the information attached to your case and will be in contact shortly once I have completed my initial analysis. For any concerns during the life of this support case, please don’t hesitate to contact us back.

I greatly appreciate your time and patience as we work together toward resolving the case.

Thanks for being a valued Tableau Software customer! Simon

I was going thought the provided logs but I’m unable to identify the particular error “Error connecting to the published data source. You aren’t logged into the data source’s site”

It seems that that error does not show in the logs and the noted “dw_{planification}” data source name gives to many results to identify the exact logs entry.

Unfortunately I don’t have any recording of our meeting since we were using Teams and not our default webex application.

Going forward I would like to ask you if you could please reproduce the above error again but this time please provide the following additional information together with new Tableau Server logs:

1. A HAR trace of the issue in the browser. To generate the HAR file for Chrome:

1)Open Google Chrome and go to the page where the issue is occurring. 2)Look for the Vertical three dots button on the top right corner and select More Tools > Developer Tools. 3)From the panel opened, select the Network tab. 4)Look for a round Record button ( Record button ) in the upper left corner of the tab, and make sure it is red. If it is grey, click it once to start recording. 5)Check the box Preserve log. 6)Click the Clear button ( Clear button ) to clear out any existing logs from the Network tab. 7)Reproduce the issue that you were experiencing before, while the network requests are being recorded. 8)Once you have reproduced the issue, right-click anywhere on the grid of network requests, select Save as HAR with Content, and save the file to your computer. 9)Upload your HAR file to Tableau Support. x

1. The exact name of the flow that was opened for the reproduction of the issue.
2. The exact date/time when the above error showed up in the flow edit view in the browser.
3. After the HAR was collected please also provide a fresh set of Tableau Server logs that captures the time of the testing.

Our goal is simply to find the exact session ID that will lead us to the precise section in the logs which will hopefully show the error event. Once we have that we can then open an investigation with our developers.

Please reply to this email with the requested information and I will get back in touch as soon as possible.

Thank you for being a valued Tableau Software customer! Simon

Thank you for our webex today where we could make the following observations:

• the issue started 1 week after the upgrade of Tableau Server
• only flows are affected that were on Tableau Server prior to the upgrade, new flows are not affected at all
• the same error we see also in Tableau Prep Builder.
• republishing the flows or only the data sources does not help at all

Going forward, as discussed, please provide us the following additional information:

1. The complete Tableau Server Log Files that capture our reproduction of the issue during todays meeting (for instructions on bundling and sending the log files, please refer to: https://help.tableau.com/current/server/en-us/logs_archive.htm).

If log file is too large to send via email, please follow the link https://kb.tableau.com/articles/HowTo/alternative-method-for-sending-large-files to upload the log file to us.

Please reply to this email with the requested information and I will get back in touch as soon as possible.

Thank you for being a valued Tableau Software customer!

Simon

Thank you for your response.

I have scheduled a meeting for tomorrow at 4PM Dublin time. In order to join the session, please use the below link at the appointed time:

https://salesforce.webex.com/salesforce/j.php?MTID=mb4e382791438ad82b1971be328a61c7b Tuesday 16 September 2025 16:00 | 1 hour | (UTC+01:00) Dublin, Edinburgh, Lisbon, London Meeting number: 2498 073 7904 Password: amQsnAaJg727

Join by video system Dial 24980737904@salesforce.webex.com You can also dial 173.243.2.68 and enter your meeting number.

Join by phone +1-650-479-3208 United States Toll +353-1-533-9981 Ireland Toll

Access code: 249 807 37904

Thank you for being a valued Tableau Software customer!

Simon

To collect the information requested in my previous email and to further investigate the issue, please provide Three Time Slots on 3 different days in which a remote WebEx session would be possible (I am available from Monday to Friday from 10AM to 4PM London Time).

Thank you, Simon

I’ve tried to reproduce the issue on my Tableau Server 2024.2.13 with a published flow that uses a published data source as input - as you’ve described, bu I don’t see any error on my side in the webedit mode in the browser when editing the flow online.

Going forward, please provide the following:

1. Is the published input data source an extract or a live connection?
2. If live connection what is the underlying database?
3. If live is the underlying database hosted on premises or the cloud?
4. Are all flows that show the error in browser connecting to the exact same datasource?
5. Is any published data source causing the error or only specific ones?
6. Is the issue consistent or intermittent?
7. Is Tableau Serer running on windows or linux?
8. Please try to describe the exact steps which lead to issue in detail, this will try during my reproduction.

Please reply to this email with the requested information and I will get back in touch as soon as possible.

Thank you for being a valued Tableau Software customer!

Simon

Thank you fro your update.

I am currently trying to reproduce the issue on our side using the information provided.

Please expect a follow-up email within the next 48 hours.

Thank you, Simon

Before I continue, would you be okay with communicating in English? Currently no native Language speakers are available to take this case.

Based on the screenshot I see the following error but the flow runs in Tableau Server without issues still:

Error connecting to the published data source. You aren’t logged into the data source’s site.

I understand that the issue started only after upgrade to 2024.2.13. Please note that the latest version is 2024.2.14

In order to fully investigate this issue, we will require the following additional information:

1. Would you happen to have a testing instance of Tableau Server that uses the latest Tableau Server 2024.2.14 and does the issue appear there as well?
2. What was the previous version of Tableau Server before the upgrade?
3. Can the issue be reproduced with any flow? If not please provide the exact steps to reproduce the issue and what data sources are being used. This way we can attempt to reproduce on our side.
4. Does the issue reproduce for all users and regardless of browser?
5. What version of Tableau Prep Desktop are you using? If not already, can you try using the same version as Tableau Server and does the error apear with the same version as server?

Please reply to this email with the requested information and I will get back in touch as soon as possible.

Thanks for being a valued Tableau Software customer! Simon

Hi Ghita,

Thank you for contacting Tableau Technical Support. My name is Simon and I am the technician responsible for this support case.

I am currently looking through the information attached to your case and will be in contact shortly once I completed my initial analysis. For any concerns during the life of this support case, please don’t hesitate to contact us back.

I greatly appreciate your time and patience as we work together towards resolving the case.

Thanks for being a valued Tableau Software customer! Simon

Hi Ghita,

Thank you for contacting Tableau Technical Support. My name is Simon and I’m the technician responsible for this support case in the EMEA time zone.

Please note that our offices in EMEA close in approximately 2,5 hours after receiving this email.

Since you are based in the U.S. time zone, would it be more convenient for you if we transferred this case to our USCA-based support team at the end of our shift?

I’m currently looking through the information attached to your case and will be in contact shortly once I have completed my initial analysis. For any concerns during the life of this support case, please don’t hesitate to contact us back.

I greatly appreciate your time and patience as we work together toward resolving the case.

Thanks for being a valued Tableau Software customer! Simon

* * *

Hi Yeyi,

Thank you for providing the new multi-day logs.

I’ve transferred them now to our developers and they are currently investigating them. Please expect a follow-up email as soon as new information becomes available.

Thank you for being a valued Tableau Software customer! Simon

cs carreer development learning series

Hi Yeyi,

As Norman has already mentioned to you we will require a new set of logs since the provided ones only contain data for 1 day - which is the default lately for Tableau Bridge logs.

After you’ve implemented the changes for the Log settings as provided by Norman, please collect a new set for multiple days of Tableau Bridge logs.

NOTE: Before providing them, please open a few files to confirm that multiple days (at least 3 days) have been included into the folders.

You can upload them to the same folder in Egnyte:

Upload Link: https://tableau.egnyte.com/ul/1EP0fq0SRP

Please reply to this email with the requested information and I will get back in touch as soon as possible.

Thank you for being a valued Tableau Software customer!

Simon

cs carreer development learning series

Hi Yeyi,

Thank you for the new logs which have already been provided to our developers.

Given the new information our developers are currently discussing the issue in detail based on the logs. It seems like a new bug will be opened for this issue, however please expect a follow-up email as soon as things are clearer.

Thanks for being a valued Tableau Software customer! Simon

Hi Yeyi,

Thank you for contacting Tableau Technical Support. My name is Simon and I am the technician responsible for this support case.

I am currently looking through the information attached to your case and will be in contact shortly once I completed my initial analysis. For any concerns during the life of this support case, please don’t hesitate to contact us back.

I greatly appreciate your time and patience as we work together towards resolving the case.

Thanks for being a valued Tableau Software customer! Simon

Hi Yeyi,

Thank you for contacting Tableau Technical Support. My name is Simon and I’m the technician responsible for this support case in the EMEA time zone. Please note that our offices in EMEA close in approximately 2,5 hours after receiving this email.

Since you are based in the U.S. time zone, would it be more convenient for you if we transferred this case to our USCA-based support team at the end of our shift?

I’m currently looking through the information attached to your case and will be in contact shortly once I have completed my initial analysis. For any concerns during the life of this support case, please don’t hesitate to contact us back.

I greatly appreciate your time and patience as we work together toward resolving the case.

Thanks for being a valued Tableau Software customer! Simon

Thank you for your update.

We do not have any documentation on OS upgrades.

Please note that Linux related questions are outside of the scope of our technical support and your Linux administrator would be the best resource to reach out to for any questions regarding the changes that an upgrade of the Linux distribution can potentially cause.

As mentioned in our official documentation related to Tableau Server upgrades:

“Important: Any major version operating system or Linux system kernel upgrade (for example: RHEL 7.x to RHEL 8.x) must be done using Blue/Green guidelines. Do not do a major version upgrade directly on a machine already running Tableau Server. Even if you follow the steps below, Tableau Server will be in an unstable state if it starts at all.”

“Doing a major OS version upgrade directly on a machine that is running Tableau Server will render your Tableau Server installation unsupported.”

For more details please see our official upgrade documentation which mentions:

Upgrade Tableau Server Overview https://help.tableau.com/current/server-linux/en-us/upgrade.htm

IMPORTANT: As best practice please always ensure you have the most recent Tableau Server backup available in case any problems arise after the Linux upgrade. For more details on how to create a backup please see: https://help.tableau.com/current/server-linux/en-us/backup_restore.htm

I hope the above information and our article answer your question, if not please reply to this message if you have additional questions related to this case.

Thank you for being a valued Tableau Software customer! Simon

My name is Simon and I’m the technician responsible for this support case in the EMEA time zone.

Whether a certain Linux distribution can be used for Tableau Server depends on the version of the Tableau Server. For a full table of supported Linux/Tableau Server versions please see our official documentation:

Operating system requirements https://help.tableau.com/current/server-linux/en-us/requ.htm

I believe the information above will help to resolve the issue. If the above steps do not resolve the issue and in order to continue our investigation, please provide the following additional information:

1. Screenshot of your Tableau Server version.
2. What is the exact linux distributions name?
3. Screenshot of any error you encounter.

Thanks for being a valued Tableau Software customer! Simon

Hi Mohamed,

Thank you for contacting Tableau Technical Support. My name is Simon and I am the technician responsible for this support case.

I am currently looking through the information attached to your case and will be in contact shortly once I completed my initial analysis. For any concerns during the life of this support case, please don’t hesitate to contact us back.

I greatly appreciate your time and patience as we work together towards resolving the case.

Thanks for being a valued Tableau Software customer! Simon

Hi Mohamed,

Thank you for contacting Tableau Technical Support. My name is Simon and I’m the technician responsible for this support case in the EMEA time zone.

Please note that our offices in EMEA close in approximately 2,5 hours after receiving this email.

Since you are based in the U.S. time zone, would it be more convenient for you if we transferred this case to our USCA-based support team at the end of our shift?

I’m currently looking through the information attached to your case and will be in contact shortly once I have completed my initial analysis. For any concerns during the life of this support case, please don’t hesitate to contact us back.

I greatly appreciate your time and patience as we work together toward resolving the case.

Thanks for being a valued Tableau Software customer! Simon

*

Hi John,

Thank you for your update.

That is no problem, I will leave our case open until we are 100% sure it’s fixed using the latest release.

We will be in contact again by end of September or as soon as you are able to try the latest release.

Thank you for being a valued Tableau Software customer!

Simon

Hi John,

The latest Tableau Bridge version which contains the fix was released yesterday on the 28th of August.

https://www.tableau.com/support/releases/bridge

Please install the latest version of Tableau Bridge 20252.25.0818.1050 and let us know if the issue is fixed on your side.

Please reply to this email with the requested information and I will get back in touch as soon as possible.

Thank you for being a valued Tableau Software customer!

Simon

Hi John,

Our developers have confirmed that the issue should be fixed in the next upcomming Tableau Bridge release, however they are currently confirming if no a few other fixes might cause problems.

https://www.tableau.com/en-gb/support/releases/bridge

If any conflicts with other fixes are found the release of our fix will be delayed.

I will let you know as soon as I have more informaiton.

Thank you, Simon

Hi John,

Our developers have confirmed that a fix is underway in the upcoming minor version of Tableau Bridge , however we do not know any exact date yet. I have reached out to our developers for a clarification and I’m currently awaiting their response.

Please note that due to holiday season we shuld expect an update within the next 5-10 working days.

Thanks for being a valued Tableau Software customer! Simon

Hi John,

Thank you for contacting Tableau Technical Support. My name is Simon and I am the technician responsible for this support case.

I am currently looking through the information attached to your case and will be in contact shortly once I completed my initial analysis. For any concerns during the life of this support case, please don’t hesitate to contact us back.

I greatly appreciate your time and patience as we work together towards resolving the case.

Thanks for being a valued Tableau Software customer! Simon

Hi John,

Thank you for contacting Tableau Technical Support. My name is Simon and I’m the technician responsible for this support case in the EMEA time zone. Please note that our offices in EMEA close in approximately 2,5 hours after receiving this email.

Since you are based in the U.S. time zone, would it be more convenient for you if we transferred this case to our USCA-based support team at the end of our shift?

I’m currently looking through the information attached to your case and will be in contact shortly once I have completed my initial analysis. For any concerns during the life of this support case, please don’t hesitate to contact us back.

I greatly appreciate your time and patience as we work together toward resolving the case.

Thanks for being a valued Tableau Software customer! Simon

[Incident DD/MM/YYY] Issue on Pods

Dev is investigating this via IR#: XXXXXXX

Your customer IS affected by this incident if:

• They are on the XXXXXX pods experiencing XXXXXX

Your customer is NOT affected by this incident if:

• They are on a different pod than the ones mentioned above and XXXSAMEASABOVEXXX

Tier 1 Strike Team Members

1. Verify your customer is affected by using the steps in the Additional Information section
2. Respond to your customer using the verbiage below, based on the templates provided in the Pre-Approved High Case Volume Responses
3. Hold onto the case until given the all clear in the #ts-incident channel

Hi,

Thank you for contacting Tableau Technical Support.

Currently, there are reported issues with subscription tasks stuck in pending status on Tableau Cloud for DUB01 and UKA pods.

Our development team is actively working towards a resolution, and I will be updating you with any additional information that becomes available regarding corrective actions or resolution.

Thank you for your patience while we work to resolve this interruption.

Hi,

Thank you for your patience with the recent issues with high queue times in Tableau Cloud for subscriptions. Tableau Cloud has been restored to full functionality.

Based on the above information, we believe all issues should be resolved.

If you are still experiencing problems with high queue times, please reply to this email with a few details and we will promptly respond.

Thank you very much!