After offline activating a new Updatable Subscription License (USL) key using the offline activation method, TSM shows a mismatch between the license count and Total Role Capacity. On Tableau Server the new role count does not display as expected after offline activating the new USL key.
As a result, adding a new user or attempting to assign a site role to an existing user may result in the following error:
Setting site role for user <username> to '<siterole>' failed
This issue occurs only when replacing a USL key with a new one that has changed an add-on feature or site role capacity, and the offline activation method is used.
Due to the machine using an offline mode, the Tableau Server cannot call back to the License Server in order to obtain the update to the license automatically.
The TSM UI shows and uses the previous USL license key and not the newly offline activated USL key because the end subscription date is the same and only the configuration (capacity or features) has changed.
When the site role capacity or licensed add-on features change, Tableau Server running in offline mode will not reflect those changes until the previous product key is deactivated and the new USL key is activated. Please follow the steps below to replace the existing license and apply the updated USL configuration.
tsm stop.atrdiag -deleteAllATRs -product "Tableau Server".tsm licenses get-offline-deactivation-file -k <productkey> -o <deactivation-file-directory>.tsm licenses deactivate -f <path-to-license-key-return-file>.tsm start at this step. The server does not have a valid license applied. Starting Tableau Server will change users' site roles to Unlicensed.tsm start.001498522