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Tableau Server License Count or Configuration Not Showing on Tableau Server after Change to USL Key and Offline Activation is Used

Date de publication: Jun 11, 2026
Description

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.
 

Cause

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.

Résolution

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.

 

  1. Obtain the current Offline Activation ID from the Customer Portal.
  2. Stop Tableau Server.
    • tsm stop.
  3. Offline deactivation.
  4. Offline activation.
    • Follow the steps in the Offline activation overview to activate Tableau Server offline. This applies to both ATR and Non-ATR activation.
      • Note: For ATR, you can activate using the license key (Key Name) directly without needing to identify the latest Offline Activation ID.
  5. Start Tableau Server.
    • tsm start.
 
Ressources supplémentaires
This issue does not affect USL keys activated using the online activation method.

Activate Tableau Server Offline - Adding a License
 
Deactivate Tableau Server Offline

For more information on USL keys, see the Tableau Online Help - Understanding License Models and Product Keys
Numéro d’article de la base de connaissances

001498522

 
Chargement
Salesforce Help | Article