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 logs.
  5. Review the configuration.
  6. Run Tanium Support Gather.
  7. Run TPAN.
  8. Examine OS processes and files written to the filesystem.
  9. Perform a software reset.

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 the user tanadmin.

    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. From the tanadin menu, enter 3 to go to the Tanium Support menu.
  2. Enter 4 to run the health check.

Restart services or networking

Check whether a Taniumâ„¢ service needs to be restarted.

Restart services

  1. From the tanadmin menu, enter 2 to go to the Tanium Operations menu.
  2. Enter 1 to go to the Tanium Service Control menu.
  3. Enter the line number of the service you want to manage to display the service commands.
  4. Type the number of a service control command to issue it.

Restart networking

  1. From the tanadmin menu, enter A to display the Appliance Configuration menu.
  2. Enter 2 to display the Networking Configuration menu.
  3. Enter 3 to restart networking.

Review logs

  1. From the tanadmin menu, enter 3 to go to the Tanium Support menu.
  2. Enter 1 to go to the Log Files Access menu.
  3. Select an item to view its submenu.
  4. 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. From the tanadmin menu, enter 2 to go to the Tanium Operations menu.
  2. Enter 2 to go to the Configuration Settings menu.
  3. 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 moudle 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. From the tanadmin menu, enter 3 to go to the Tanium Support menu.
  2. Enter A to go to the Tanium Support Gatherer menu.
  3. 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.

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

Run TPAN

The Tanium Platform Analyzer (TPAN) reports can help you evaluate performance tuning.

  1. From the tanadmin menu, enter 3 to go to the Tanium Support menu.
  2. Enter C to go to the TPAN menu.
  3. Select an item to set up and run the report.
  4. Use SFTP to copy the file from the /outgoing directory to your local computer.

Examine OS processes and files

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

You must follow a special procedure to request shell access.

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

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

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

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

Perform a software reset

The Appliance Maintenance > Reset menu has two options:

  • Perform a software reset to erase the Tanium application software.
  • Perform a factory reset only if you want to erase both the configuration and the installed software.
  1. From the tanadmin menu, enter B to go to the Appliance Maintenance menu.
  2. Enter X and follow the prompts to go to the Advanced Maintenance menu.
  3. Enter 2 to display the Reset menu.
  4. Use the menu to perform a software reset or a factory reset.

Last updated: 11/8/2018 3:04 PM | Feedback