Please follow the step by step instructions below to generate a clean set of log files for us so that we can diagnose your issue quickly.

  1. Close Tableau.
  2. Stop the BI Connector service process.
  3. To stop the service:
    • Go to  Start -> Control Panel -> Administrative Tools -> Services Or you could just type “services.msc” into the search box and press enter.
    • You will find a service: BI Connector Service.
    • Stop the service.

  1. Go to the directory where BI Connector is installed, typically: C:/Program Files/BI Connector.
  2. Click on the shortcut to Log Folder shortcut
  3. You will find two log files: biconnmstr.log, biconnmstr.log-w. Rename these files as biconnmstr _old.log and biconnmstr_old.log-w.
  4. Now start the BI Connector service.
  5. To start the service:
    • Go to: Start -> Control Panel -> Administrative Tools -> Services Or you could just type “services.msc” into the search box and press enter.
    • You will find a service: BI Connector Service.
    • Start the service.
  6. Launch Tableau.
  7. Now load the BI Connector in Web Data Connector of Tableau.
  8. Click Advanced Settings option at the bottom.
  9. In the Advanced Settings Pop-up make sure the option "Enable Query Logging" is checked.
  10. Now reproduce the issue that you saw.
  11. Click on the shortcut to Log Folder shortcut.
  12. You will find the two new log files: biconnmstr.log and biconnmstr.log-w.

Please upload/email the new log files to us. We will investigate and get back to you shortly.