Troubleshooting the installation

  1. Find precise version information.
  2. Run the Health Check.
  3. Check whether a Tanium service or networking needs to be restarted.
  4. Review core platform logs.
  5. Review solution module logs.
  6. Review the configuration.
  7. Run Tanium Support Gatherer.
  8. Examine OS processes and files written to the file system.
  9. Perform a TanOS reset (software/factory).

Display version information

When discussing issues, it is important to communicate precise version information with colleagues and with your Tanium technical account manager (TAM).

  1. Log into the TanOS console as a user with the tanadmin or tanuser role.

    The TanOS console displays the tanadmin menu.

  2. Enter @ to display version information, system time, uptime, and basic network configuration details.

Run the Health Check

  1. Log into the TanOS console as a user with the tanadmin role.
  2. From the tanadmin menu, enter 3 to go to the Tanium Support menu.
  3. Enter 5 to run the health check.

If your health check report prompts you to accept the end-user license agreement (EULA), go to the tanadmin menu and enter Q to display the EULA. Follow the prompts to accept it.

Restart services or networking

Check whether a Taniumâ„¢ service needs to be restarted. You can use the TanOS menu to stop a service whether or not it is enabled. You can use the TanOS to start a service if it has been enabled.

Restart services

  1. Log into the TanOS console as a user with the tanadmin role.
  2. From the tanadmin menu, enter 2 to go to the Tanium Operations menu.
  3. Enter 1 to go to the Tanium Service Control menu.
  4. Enter the line number of the service you want to manage to display the service commands.
  5. Type the number of a service control command to issue it.

Restart networking

  1. Log into the TanOS console as a user with the tanadmin role.
  2. From the tanadmin menu, enter A to display the Appliance Configuration menu.
  3. Enter 2 to display the Networking Configuration menu.
  4. Enter 4 to restart networking.

Review Tanium core platform logs

If you are diagnosing issues with the core platform installation, review the core platform logs.

  1. Log into the TanOS console as a user with the tanadmin role.
  2. From the tanadmin menu, enter 3 to go to the Tanium Support menu.
  3. Enter 1 to go to the Log Files Access menu.
  4. Select an item to view its submenu.
  5. Select an item to view the log, follow its growth, delete it, or copy it to the /outgoing directory.

When you view a log, you can use commands similar to ex editor commands to search for patterns (keywords).

Review Tanium solution module logs

If you are diagnosing issues with expected behavior for solution modules, examine the module logs.

  1. Log into the TanOS console as a user with the tanadmin role.
  2. From the tanadmin menu, enter 3 to go to the Tanium Support menu.
  3. Enter 2 to go to the Module Log Files Access menu.
  4. Select an item to view its submenu.
  5. Select an item to view the log, follow its growth, delete it, or copy it to the /outgoing directory.

When you view a log, you can use commands similar to ex editor commands to search for patterns (keywords).

Review the configuration

  1. Log into the TanOS console as a user with the tanadmin role.
  2. From the tanadmin menu, enter 2 to go to the Tanium Operations menu.
  3. Enter 2 to go to the Configuration Settings menu.
  4. Use the menu to view and edit Tanium server configuration files.

 

Run Tanium Support Gatherer

The Tanium Support Gatherer (TSG) collects system status, process status, network interface status, and so on, to help your technical account manager (TAM) evaluate possible appliance or Tanium server issues.

Each Tanium server component has a predefined list of files and commands to gather relevant data. The TSG output files are placed in the SFTP outgoing directory. The output files are ZIP archives, named with their collection or module name and a datestamp. The files remain in the outgoing directory until a daily cleanup task removes them. From the TSG menu, you specify a single item (a module or collection of files) or a comma-separated list of items.

The ZIP files are password-protected. The password is the fully-qualified domain name of the appliance from which the TSG was run.
  1. Log into the TanOS console as a user with the tanadmin role.
  2. From the tanadmin menu, enter 3 to go to the Tanium Support menu.
  3. Enter A to go to the Tanium Support Gatherer menu.
  4. Specify a single line item number or a comma-separated list of item numbers.

    TanOS runs the report and indicates the path to the zipped report file.

  5. Press enter to progress through the reports you selected.
  6. Use SFTP to copy the archive to your local working directory.

Examine OS processes and files

In rare cases, you or your TAM might need to examine OS processes and files written to the file system.

Any unauthorized access of the appliance operating system outside of the Tanium provided system UI (TanOS Menu system) will void the warranty of the appliance.

Open read-only restricted shell

  1. Log into the TanOS console as a user with the tanadmin role.
  2. From the tanadmin menu, enter B to go to the Appliance Maintenance menu.
  3. Enter 5 to go to the Activation Keys menu.
  4. Enter O to open a read-only shell.
  5. Enter exit to close the shell.
  6. When you are finished troubleshooting, go to the Activation Keys menu and enter 2 to remove shell access.

Request read-write restricted shell or full shell access

You must follow a special procedure to request read-write restrictive shell access or full shell access.

  1. Log into the TanOS console as a user with the tanadmin role.
  2. From the tanadmin menu, enter B to go to the Appliance Maintenance menu.
  3. Enter 5 to go to the Activation Keys menu.
  4. Enter W or F, and then follow the prompts to generate a shell access request package. The package is written to /outgoing folder.
  5. Use SFTP to copy the request file from the /outgoing directory to your local computer.

  6. Email the file and TanOS version information to your TAM.
  7. Your TAM will send you a response file.

  8. Use SFTP to copy the response file to the /incoming directory.
  9. At the Appliance Maintenance > Activation Keys menu prompt, enter 1 to validate the response.
  10. The Activation Keys menu now has additional options.

  11. Enter 3 to launch the shell.
  12. Enter exit to close the shell.
  13. When you are finished troubleshooting, go to the Activation Keys menu and enter 2 to remove shell access.

Perform a TanOS reset (software/factory)

The Appliance Maintenance > Reset menu has two options:

  • Perform a software reset to erase the Tanium application software and data.
  • Perform a factory reset only if you want to erase the Tanium application software and data, as well as the appliance configuration.
  1. Log into the TanOS console as a user with the tanadmin role.
  2. From the tanadmin menu, enter B to go to the Appliance Maintenance menu.
  3. Enter X to go to the Advanced Maintenance menu.
  4. Enter 2 to display the Reset menu.
  5. Enter 1 to perform a software reset or 2 to perform a factory reset.
  6. When prompted to enter maintenance mode, enter Yes.
  7. Enter Yes to confirm and initiate the reset.

Last updated: 7/2/2019 4:32 PM | Feedback