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title: Troubleshooting Tableau Server on the Alibaba Cloud
collection: tableau
version: next
locale: en-us
portal_url: https://docs.salesforce.com/tableau/next/en-us/server/ts_alibaba_troubleshooting.md
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content_hash: d69ff34f7a2a88095472b71a904d937442b1426a8018ce4d188061d47941e584
description: Deployments on public clouds continue to be supported but the content for third-party public cloud deployments is no longer updated
---
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# Troubleshooting Tableau Server on the Alibaba Cloud

## This is archived content

Deployments on public clouds continue to be supported but the content for third-party public cloud deployments is no longer updated.

For the latest Tableau Server deployment content, see the [Deploy](https://help.tableau.com/current/server/en-us/install.htm) section of Tableau Server help.

For those customers who have access, we recommend Tableau Cloud. For more details, see:

- [Tableau Cloud Manual Migration Guide](https://help.tableau.com/current/guides/migration/en-us/emg_intro.htm)
- [Tableau Cloud Trial for Admin](https://help.tableau.com/current/server-linux/en-us/install.htm)
- [Tableau Cloud: Get Started for Admin](https://www.tableau.com/learn/get-started/online-admin)

## Introduction

If you're having trouble with Tableau Server on your Alibaba Cloud Elastic Compute Service (ECS) instance, or with getting access to Tableau Server after installation, review these troubleshooting tips.

- **Cannot connect to the instance using RDP**
    
    One or more of the following issues might prevent you from connecting to your instance using RDP:
    
    - Make sure you're using the right credentials.
    - Choose the **Other User** option and enter your credentials there.
    - Make sure that you're using a username that is valid on the instance. For instance, if you created the instance with an administrator account of **myuser**, enter **.\\myuser** as the username in the RDP dialog box.
- **Cannot access the server from a remote browser**
    
    One or more of the following issues might prevent you from accessing the server from a remote browser:
    
    - Sign in to the instance and make sure that the server is running.
    - In the instance, open a browser and access the server locally (for example, using http://localhost or http://localhost:port, where port is the port number that the server was configured to listen on).
    - In the Alibaba Cloud Elastic Compute Service (ECS) console, make sure that you've configured an endpoint to allow HTTP traffic to the instance.
        
        **Note:** You cannot use the Windows ping utility to test connectivity to the instance. The ping utility will always report a timeout when used from the public internet.
- **You receive the following error message: Tableau Server is unlicensed**
    
    This error can occur if you've shut down instances without first deactivating the license. Contact [Tableau Support](http://www.tableau.com/support/request).
- **Tableau Server does not use all CPU cores**
    
    One or more of the following symptoms might occur when working with Tableau Server core-based licensing:
    
    - When installing Tableau Server, the installer might show fewer cores than you would expect to see for the computer running Tableau Server.
    - On the Licenses page on Tableau Server, the number of cores listed under Licenses in Use is less than you would expect to see.
    - When you run `tsm licenses list`, Tableau Server might report fewer cores in use that you would expect to see.
    
    For more information, see [Not All Cores Recognized by Tableau Server](http://kb.tableau.com/articles/issue/not-all-cores-recognized-by-tableau-server).