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 TAM.

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

    The TanOS console displays the tanadmin menu. ClosedView screen

  2. Enter @ to go to the About this Appliance menu that displays version information, system time, uptime, and basic network configuration details. ClosedView screen

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. ClosedView screen
  3. Enter 5 to run the health check. ClosedView screen

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. ClosedView screen
  3. Enter 1 to go to the Tanium Service Control menu. ClosedView screen
  4. Enter the line number of the service you want to manage to display the service commands. ClosedView screen
  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. ClosedView screen
  3. Enter 2 to display the Networking Configuration menu. ClosedView screen
  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. ClosedView screen
  3. Enter 1 to go to the Log Files Access menu. ClosedView screen
  4. Select an item to view its submenu. ClosedView screen
  5. Select an item to go to the View menu where you can view the log, follow its growth, delete it, or copy it to the /outgoing directory. ClosedView screen

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. ClosedView screen
  3. Enter 2 to go to the Configuration Settings menu. ClosedView screen
  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 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. ClosedView screen
  3. Enter A to go to the Tanium Support Gatherer menu. ClosedView screen
  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. ClosedView screen

  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. ClosedView screen
  3. Enter 5 to go to the Activation Keys menu. ClosedView screen
  4. Enter O to open a read-only shell. ClosedView screen
  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. ClosedView screen
  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. ClosedView screen
  10. The Activation Keys menu now has additional options. ClosedView screen

  11. Enter 3 to launch the shell. ClosedView screen
  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.

    The TanOS console displays the tanadmin menu. ClosedView screen

  2. Enter B to go to the Appliance Maintenance menu. ClosedView screen
  3. Enter X to go to the Advanced Maintenance menu. ClosedView screen
  4. Enter 2 to display the Reset menu. ClosedView screen
  5. Enter 1 to perform a software reset or 2 to perform a factory reset.
  6. Follow the prompts to initiate the reset. ClosedView screen