We identified the root cause on 2021-11-30 and implemented a fix on 2021-1130 at 6:35 pm PST. We have monitored for nearly 24 hours; during that time “infinite loading” on pages and errors in Customer Portal have dropped to 0 on important pages such as list view for Licenses and Cases.
If you continue to experience issues, please clear your browser cache to start a new session. If that does not resolve your issue, please file a support ticket.
Dec 2, 02:13 UTC
Monitoring -
We have identified and deployed a fix for the customer portal. We believe will resolve the issues experienced pertaining to slower performance and increased error page views, specifically including issues relating to viewing/assigning licenses and cases.
We will be monitoring for the next several days to ensure problems are resolved. We will post a final update before this issue is marked as resolved.
---
If you encounter an issue in customer portal, we suggest refreshing the page or retrying later, as issues seem to be intermittent. * For viewing key details, if you land on an error page, reloading the page often results in the page loading successfully. * For technical support with the Tableau product, if you have trouble filing a case via portal, you can file a case here: https://www.tableau.com/support/case
Dec 1, 02:54 UTC
Update -
We are now working with a higher tier Salesforce support team. We have traced issues to an issue likely related to session management, and are working to isolate the issue. In parallel, we are planning additional potential workarounds.
If you encounter an issue in customer portal, pages often work after refreshing your browser. Alternatively, please retrying later, as issues seem to be intermittent. * For keys, if you land on an error page, reloading the page often results in the page loading successfully. * For technical support with Tableau, if you have trouble filing a case via portal, you can file a case here: https://www.tableau.com/support/case
We will continue to post at least daily updates on this issue until resolution, and will post any additional notable updates here as well.
Nov 29, 16:00 UTC
Update -
Salesforce support is assisting in resolving current portal issues, and yesterday we escalated this issue higher with the support team.
We are continuing to trace the issue identified this week to isolate a fix. In parallel, we are planning additional potential workarounds.
If you encounter an issue in customer portal, pages often work after refreshing your browser. Alternatively, please retrying later, as issues seem to be intermittent. * For keys, if you land on an error page, reloading the page often results in the page loading successfully. * For technical support with Tableau, if you have trouble filing a case via portal, you can file a case here: https://www.tableau.com/support/case
We will continue to post at least daily updates on this issue until resolution, and will post any additional notable updates here as well.
Nov 26, 15:50 UTC
Update -
We are continuing to trace the issue identified this week to isolate a fix. In parallel, we are planning additional potential workarounds.
If you encounter an issue in customer portal, pages often work after refreshing your browser. Alternatively, please retrying later, as issues seem to be intermittent. * For keys, if you land on an error page, reloading the page often results in the page loading successfully. * For technical support with Tableau, if you have trouble filing a case via portal, you can file a case here: https://www.tableau.com/support/case
We will continue to post at least daily updates on this issue until resolution, and will post any additional notable updates here as well.
Nov 25, 16:16 UTC
Update -
Our team continues investigating this issue. Yesterday, we have added more resources to support debugging.
We have identified an error which seems likely related to the current issues. Today, we are continuing to trace this issue to identify the root cause and isolate a fix.
---
If you encounter an issue in customer portal, we suggest refreshing the page or retrying later, as issues seem to be intermittent. * For viewing key details, if you land on an error page, reloading the page often results in the page loading successfully. * For technical support with the Tableau product, if you have trouble filing a case via portal, you can file a case here: https://www.tableau.com/support/case
We will continue to post at least daily updates on this issue until resolution, and will post any additional notable updates here as well.
Nov 24, 16:34 UTC
Update -
Last evening (~6pm PST), our development team released a code update for a potential fix. While this did resolve an error in some limited scenarios, unfortunately it was not the root cause of issues in the portal.
Yesterday, we engaged additional technical operations team members to assist with detailed performance analysis on components in the customer portal. We have identified one potential issue impacting performance and today we are diagnosing further to identify a fix.
---
If you encounter an issue in customer portal, we suggest refreshing the page or retrying later, as issues seem to be intermittent. * For viewing key details, if you land on an error page, reloading the page often results in the page loading successfully. * For technical support with the Tableau product, if you have trouble filing a case via portal, you can file a case here: https://www.tableau.com/support/case
We will continue to post at least daily updates on this issue until resolution, and will post any additional notable updates here as well.
Nov 23, 16:39 UTC
Update -
Our development team is testing a potential fix. We are currently targeting a release before end of day Monday, 11/22 (PST) for this code.
Meanwhile, we continue parallel efforts to isolate any other potential problem areas in conjunction with Salesforce support.
---
If you encounter an issue in customer portal, we suggest refreshing the page or retrying later, as issues seem to be intermittent. * For viewing key details, if you land on an error page, reloading the page often results in the page loading successfully. * For technical support with the Tableau product, if you have trouble filing a case via portal, you can file a case here: https://www.tableau.com/support/case
We will continue to post at least daily updates on this issue until resolution, and will post any additional notable updates here as well.
Nov 22, 17:11 UTC
Update -
We have identified one potential patch. Our team is working on completing and testing this to release as soon as possible, and are currently targeting Monday, 11/22 (PST) for this fix.
Meanwhile, we continue parallel efforts to isolate any other potential problem areas in conjunction with Salesforce support.
If you encounter an issue in customer portal, we suggest refreshing the page or retrying later, as issues seem to be intermittent. * For viewing key details, if you land on an error page, reloading the page often results in the page loading successfully. * For technical support with the Tableau product, if you have trouble filing a case via portal, you can file a case here: https://www.tableau.com/support/case
We will continue to post at least daily updates on this issue until resolution, and will post any additional notable updates here as well.
Nov 20, 01:12 UTC
Update -
This issue has been escalated with Salesforce support, and developers will be troubleshooting with Salesforce support experts this morning (PST). We continue to investigate this issue with priority.
If you encounter an issue in customer portal, we suggest refreshing the page or retrying later, as issues seem to be intermittent. * For viewing key details, if you land on an error page, reloading the page often results in the page loading successfully. * For technical support with the Tableau product, if you have trouble filing a case via portal, you can file a case here: https://www.tableau.com/support/case
We will continue to post at least daily updates on this issue until resolution, and will post any additional notable updates here as well.
Nov 19, 16:22 UTC
Update -
We are working with Salesforce support to identify a root cause. We continue to investigate this issue with priority.
If you encounter an issue in customer portal, we suggest retrying later, as issues seem to be intermittent.
We will continue to post at least daily updates on this issue until resolution, and will post any additional notable updates here as well.
Nov 17, 16:30 UTC
Update -
We have raised this issue with Salesforce support. We continue to investigate this issue, but have not yet found a root cause.
For now, we suggest customers retry later, as issues seem to be intermittent.
We will post at least daily updates on this issue until resolution.
Nov 16, 16:30 UTC
Investigating -
Starting the week of Nov 8th, several customers have reported issues with viewing keys, assigning keys, viewing cases, or other intermittent stability issues in the customer portal.
We continue to investigate this issue, but have not yet found a root cause. This has been escalated to Salesforce support.
For now, we suggest customers retry later, as issues seem to be intermittent.
Nov 15, 16:30 UTC