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.
- Close Tableau.
- Stop the BI Connector service process.
- 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.
- Go to the directory where BI Connector is installed, typically: C:/Program Files/BI Connector.
- Click on the shortcut to Log Folder shortcut
- You will find two log files: biconnmstr.log, biconnmstr.log-w. Rename these files as biconnmstr _old.log and biconnmstr_old.log-w.
- Now start the BI Connector service.
- 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.
- Launch Tableau.
- Now load the BI Connector in Web Data Connector of Tableau.
- Click Advanced Settings option at the bottom.
- In the Advanced Settings Pop-up make sure the option "Enable Query Logging" is checked.
- Now reproduce the issue that you saw.
- Click on the shortcut to Log Folder shortcut.
- 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.