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Tableau Connector Pro for Jira fails on Tableau Desktop for Mac with Apple Silicon

Tableau Connector Pro for Jira fails on Tableau Desktop for Mac with Apple Silicon

This article addresses a known compatibility issue encountered when using Tableau Connector Pro for Jira on Tableau Desktop running on Mac systems with Apple Silicon chips. Specifically, it focuses on scenarios where OData connectors fail to function as expected, impacting data integration between Jira and Tableau. The following sections provide detailed information about the root cause, affected environments, and recommended solutions or workarounds.

Issue summary

Users experienced connectivity failures when using the Tableau Connector Pro for Jira with Tableau Desktop 2024.2.8 and above on Mac devices with Apple Silicon. The OData connection fails with the error:

“Unable to connect to the server. Check that the server is running and that you have access privileges to the requested database.”
Error Code: 7C19CF64

This issue does not occur on:

  • Windows systems

  • Macs with Intel chips

  • Older versions of Tableau Desktop (≤ 2024.2.5)

Root cause analysis

  • Tableau uses Apache Olingo (a Java library) for OData connections. It relies on Java's internal trust store (not macOS Keychain).

  • The error said Java can't build a trust chain to the root CA (Let’s Encrypt's ISRG Root X1).
    That root is trusted by macOS, but isn't present in Tableau’s embedded Java truststore on your specific Mac.

Workaround (Certificate Import)

To resolve the issue on affected Apple Silicon Macs, users must manually import the required certificate into Tableau’s JRE trust store.

Note:

  • This is a local machine-specific fix — no changes are needed on the Jira backend.

  • Tableau acknowledges the issue, and customers are encouraged to contact Tableau Support for official updates or guidance tailored to their environment. Tableau support case 470778332.

  • Contact the Tableau support team for the certificate.

  • Certain customers have custom security layers (e.g., Zscaler, Netskope, etc.) implemented in their network. In this case, it is advised to contact the security vendor and Tableau support. Customers are required to import certificates into their respective workstations manually.

Steps

  1. Obtain the required certificate (e.g., isrgrootx1.der) by contacting the Tableau support team.

  2. Open Terminal on the affected Mac.

  3. Run the following command (adjust paths as needed): As a Mac administrator user, we need to import the root certificate to the Tableau Desktop Java keystore. The root certificate (isrgrootx1.der) is shared with the customer by the Tableau Support team. To import it to the Java keystore, a command needs to be typed directly from the folder where the der is saved:

sudo "/Applications/Tableau Desktop (Apple silicon) 2025.1/Contents/Plugins/jre/bin/keytool" \ -importcert -trustcacerts \ -keystore "/Applications/Tableau Desktop (Apple silicon) 2025.1/Contents/Plugins/jre/lib/security/cacerts" \ -storepass "changeit" \ -alias "isrgrootx1" \ -file "isrgrootx1.der" \ -noprompt

  1. Restart Tableau Desktop and try the connection again.