5 Replies Latest reply on May 21, 2019 10:26 AM by Lakshmi Narayana Syamala

    Connect Tableau Mobile with Tableau Server issue

    Andres Rojas

      Currently Tableau Server 2018.3.1 uses an External Identity Provider (WSO2) using SAML to authenticate users. Additonaly a certificate from a trusted Autority is used for SSL communication. The problem is that whenever an attempt to log into the Tableau Mobile app is done withing the company network or outside it, right after entering the Server Name, the below error is displayed:

      Screenshot_20190318-133906.png

      By clicking "MORE INFO" option, the content of the next link is reached https://kb.tableau.com/articles/howto/connecting-tableau-mobile-to-tableau-server-using-ssl

       

      If "OPEN IN BROWSER" is selected, the connection is done properly.

       

      The questions are:

       

      1. Does this implies neccesarily a certificate issue or incorrect configuration even if no communication issue has been found so far?

      2. Which other logs besides "PogramData\Tableau\Tableau Server\data\tabsvc\logs\httpd\error.log" or steps could be follow for troubleshoot purposes?

       

      Best Regards

        • 1. Re: Connect Tableau Mobile with Tableau Server issue
          Ciara Brennan

          Hi Andres

          I know this post was a couple of weeks back but I spotted there were no replies back.

          I'm not sure if this is a certificate issue. Copying Shweta Jindal and Rahul Motwani in case they would like to add further inputs.

           

          FYI, this post courtesy of Jim Cox is a great reference spot for all things related to Tableau Mobile.

           

          Kind Regards

          Ciara

          [Program Manager - Tableau Community Forums]

          • 2. Re: Connect Tableau Mobile with Tableau Server issue
            Andres Rojas

            Hi Ciara,

             

            Thanks.

             

            I can add that this is happening just with Android devices, but no with iOS

            devices.

             

            Here is the snippet from the logs that I recently collected with the new

            version of Tableau Mobile:

             

            2019-03-29 08:36:32.795   app state changed: active

            2019-03-29 08:36:32.776   -

            SIGN_IN/AUTHENTICATION_WITH_AUTH_LIB_FAILED "Can't connect to the server.

            Your device either lacks the proper security certificate, or the

            certificate is configured incorrectly."

            2019-03-29 08:36:32.767   Error: Could not

            retrieve auth info: certificate error:

            java.security.cert.CertPathValidatorException: Trust anchor for

            certification path not found.

            2019-03-29 08:36:32.752  Auth Logger:  returning to Tableau

            auth caller Could not retrieve auth info: certificate error:

            java.security.cert.CertPathValidatorException: Trust anchor for

            certification path not found.:

            java.security.cert.CertPathValidatorException: Trust anchor for

            certification path not found.

            2019-03-29 08:36:32.741  Auth Logger:  Authenticate failed

            with error: CERTIFICATE_ERROR 'Could not retrieve auth info: certificate

            error: java.security.cert.CertPathValidatorException: Trust anchor for

            certification path not found.' cause: javax.net.ssl.SSLHandshakeException:

            java.security.cert.CertPathValidatorException: Trust anchor for

            certification path not found.

            2019-03-29 08:36:32.740  Auth Logger:  Broadcasting auth

            has completed!

            2019-03-29 08:36:32.737  Auth Logger:  *** Auth completed

            with Error, errorCode: CERTIFICATE_ERROR, errorMessage: Could not retrieve

            auth info: certificate error:

            java.security.cert.CertPathValidatorException: Trust anchor for

            certification path not found.

            2019-03-29 08:36:32.725  Auth Logger:  Error retrieving

            auth info: certificate error:

            java.security.cert.CertPathValidatorException: Trust anchor for

            certification path not found.

            2019-03-29 08:36:32.386   -

            BIOMETRICS/AUTHENTICATION_REVOKED

            2019-03-29 08:36:32.383   app state changed: background

            2019-03-29 08:36:32.347  Auth Logger:  Tableau auth input

            server url: https://XXXXXXXXXXXXXXXXXXXXXX, siteId: null

            2019-03-29 08:36:32.320   -

            SIGN_IN/SIGN_IN_FLOW_CHECK_FOR_REVERSE_PROXY_SERVER_FAILED

            2019-03-29 08:36:32.320 

            Failed to determine if server is a reverse proxy server:

            2019-03-29 08:36:32.316   ERROR (fetch-87T2G5K7HG)

            java.security.cert.CertPathValidatorException: Trust anchor for

            certification path not found.

            2019-03-29 08:36:31.854   REQUEST (fetch-87T2G5K7HG) GET

            https://XXXXXXXXXXXXXXXXXXXXXX/manual/auth?format=xml

            2019-03-29 08:36:31.711   Clearing ALL

            cookies in the app

            2019-03-29 08:36:31.682   -

            SIGN_IN/SIGN_IN_FLOW_CHECK_FOR_REVERSE_PROXY_SERVER_START

            2019-03-29 08:35:48.402   -

            SIGN_IN/LOAD_RECENT_SERVERS_SUCCEEDED

            2019-03-29 08:35:48.210   SELECT_SERVER

            2019-03-29 08:35:48.133   -

            SIGN_IN/LOAD_RECENT_SERVERS_START

            2019-03-29 08:35:48.084   - SIGN_IN/NAVIGATE_TO_SIGN_IN_FLOW

            2019-03-29 08:35:41.068  ####TEST#### Application started

            2019-03-29 08:35:41.064  : None found

            2019-03-29 08:35:41.047   - SETTINGS/MDM_SETTING_CHANGED

            2019-03-29 08:35:41.046   The settings from the MDM

            provider are: {}

            2019-03-29 08:35:40.805   WELCOME

            2019-03-29 08:35:40.713   -

            NAVIGATION/UNAUTHENTICATED_SCREEN

            2019-03-29 08:35:40.712   APP_LOADING

            2019-03-29 08:35:40.694   - Navigation/INIT

            2019-03-29 08:35:40.629   - SESSION/SESSION_RESTORE_FAILED

            "No previous session"

            2019-03-29 08:35:40.627   no saved sessions

            found

            2019-03-29 08:35:40.624   loading saved

            sessions

            2019-03-29 08:35:40.578   clearing saved

            sessions

            2019-03-29 08:35:40.576  Performing first-run action for auth.

            2019-03-29 08:35:40.557   - SESSION/SESSION_RESTORE_START

            2019-03-29 08:35:40.548   Init:

            {"backgroundDownloadEnabled":false,"cachedWebViewEnabled":false,"commentingEnabled":false,"connectedClientsAlertEnabled":true,"debugMdmSettings":{},"desktopModeVizKeys":[],"disableOAuth":false,"favoriteProjectsEnabled":false,"getMetricsFromVizPortal":false,"listGridToggleEnabled":false,"listGridToggleSavedState":{},"onboardSeeAllWorkbooksShown":false,"onboardFavoritesShown":false,"onboardGoLiveShown":false,"onboardImagePreviewModeShown":false,"onboardInteractivePreviewModeShown":false,"onboardSheetSelectorShown":false,"publicGalleryEnabled":false,"showFavoritesPreview":true,"showFeedback":false,"showMetricsTab":false,"showNotificationsTab":false,"showOnlyKeyMetrics":true,"showRecentsTab":false,"skipSingleSheetWorkbookScreen":true,"testMdmFromAirWatchEnabled":true,"touchIdSigninEnabled":false,"transparentSpinner":false,"useDebugMdmSettings":false,"useJSAPISheetSwitch":true,"vizFullscreenToggleEnabled":false,"vizUrlParamSettings":{"params":[]}}

            2019-03-29 08:35:40.445   - SETTINGS/USER_SETTING_CHANGED

            2019-03-29 08:35:40.436   Loaded saved settings: null

            2019-03-29 08:35:40.221   app state changed: active

            2019-03-29 08:35:40.200   starting app state: active

            2019-03-29 08:35:39.285  App Locale: en_US, Message Locale: en_US

            2019-03-29 08:35:38.736  LOGGING ENABLED: maximumLogLevel = DEBUG

             

            The version of the app is 19.320.1773 and the device I used was a Sony

            Xperia with Android 8.0.0. Later on I tested with a Samsung device with an

            older version of Android.

             

            Finally the certificate used is a COMODO one.

             

            Hope this can helps to narrow down the issue.

             

            Best Regards,

            Andres Rojas

             

             

             

             

             

            El mié., 10 de abr. de 2019 a la(s) 15:07, Ciara Brennan (

            tableaucommunity@tableau.com) escribió:

             

            Tableau Community Forums

            <https://community.tableau.com/?et=watches.email.thread>

            Connect Tableau Mobile with Tableau Server issue

             

            reply from Ciara Brennan

            <https://community.tableau.com/people/cbrennan?et=watches.email.thread>

            in Server Administration - View the full discussion

            <https://community.tableau.com/message/906518?et=watches.email.thread#906518>

             

            • 3. Re: Connect Tableau Mobile with Tableau Server issue
              Rahul Motwani

              Thank you for adding your Mobile app device logs above. I suspect there is an issue with the certificate installed on Tableau Server.  Often the solution is to install a certificate chain file on Tableau Server to give it a secure path to follow to the device.  See step 4 for an illustration of where you’d install the chain file:  https://onlinehelp.tableau.com/current/server/en-us/ssl_config.htm.  If you would like further assistance with this issue, we’ll need to gather some more information.  And the best way to do this is through a Support case.

               

              I’ll be happy to create one for you, or you can use a browser to navigate to https://www.tableau.com/support/case to submit a case personally.  Afterward, please send me the case number and I’ll add the logs and update the Engineer who works it. 

               

              Thanks again and I look forward to hearing from you!

              • 4. Re: Connect Tableau Mobile with Tableau Server issue
                Jeffrey Line

                I've had similar issues trying to connect from our iPads or MAC devices to our server. What I found was that it is a certificate issue, but it was not on the server. it was on the device we were using to connect to our server. Seems like when the devices was originally configured it was missing one of the certificate chains.

                Once we added it too the device having the issue it was resolved.

                 

                Hope this helps.

                • 5. Re: Connect Tableau Mobile with Tableau Server issue
                  Lakshmi Narayana Syamala

                  1) Make sure your device has the root certificate installed

                  2) Try adding certificate chain to tableau server SSL settings and they are in the format as Tableau mentioned at Example: SSL Certificate - Generate a Key and CSR - Tableau

                  3) Check with different devices.

                  4) Try logging in to direct URL from the device using any browser(This will tell you whether the issue is with certificate or device)