Troubleshooting

Troubleshoot Connect by using log files and the solutions to common problems. If you cannot resolve the issues, collect support information.

Collect logs

Collect logs in Connect workbench

To collect logs, click Help , then the Troubleshooting tab. Click Collect to download a package that includes logs to send to support.

Collect logs from a command prompt

If you cannot get to the Connect Workbench to collect logs, for example, after an installation problem, use the following steps to collect logs from the Taniumâ„¢ Module Server.

  1. On your Module Server, open an administrative command prompt. Right-click the Start menu and select Command Prompt (Admin).
  2. From the command prompt, go to the \Program Files\Tanium\Tanium Module Server\services\connect-service directory.
  3. Run the following command: 

    node cli must-gather

  4. Open the support package.
    When the command completes, a message indicates where the support package is written: 

    Create support package
    Support package ready for pickup...
    c:\Program Files\Tanium\Tanium Module Server\services\connect-files\support\support.zip

Test connections

If you are having trouble with a connection, you can run the connection outside of the scheduled intervals.

  1. Send a test connection.

    After you create the connection, a detail page about the connection is displayed. Click Run Now to run the connection outside of the scheduled intervals that you configured.
  2. Look at the Runs tab for more information about each run for that connection. Click an individual run to view the logs and download the run log. If you need more data, you can edit the connection to update the Log Level value.
  3. If the IP address for a connection is on an internal network, only a Tanium administrator can run the connection by default.
    Click Settings on the Connect home page and select Allow Connections to Internal IPs to allow anyone to run connections to IPs on an internal network.
  4. If you have many demanding connections, you can enable the Multiple Processes setting in the Connect Settings .
    When you enable this setting, you can additionally configure the following settings:

    Limit By Memory Ceiling

    Enforce maximum memory consumption limits within each connection, as well as a global maximum for the combined total maximum memory for all of the simultaneously running connections. This setting is useful when you have one or more demanding connections that frequently exhibit out of memory errors while running.

    Limit By Process Counts

    Specify how many scheduled connections can run simultaneously, each with its own dedicated background process. This setting gives you better control over how many simultaneously running connections you want to allow in your environment, as specified by the Max Connection Run Processes setting. When you enable this setting, you can additionally configure the following settings:

    Max Connection Run Processes

    Maximum number of processes to run connections

    Queue Connections

    Option to enqueue additional scheduled connections when the maximum memory or process counts is reached. If this setting is not enabled, any connections beyond the specified maximum values that are attempting to run result in failures.

    The specific settings that are best suited for your environment requires fine tuning as your environment resources and needs change over time. Consult your TAM to discuss tuning Connect with these settings for your specific needs.

Configure logs

Adjust log expiration

To adjust the number of days before log files are removed, click Settings on the Connect home page. Edit the number of days in the Connection Run Log Expiration field and click Save.

Adjust log level

To adjust the log level, choose a log level from the Connect Service Log Level drop-down menu and click Save.

View service logs

The Connect service records logs in the \Program Files\Tanium\Tanium Module Server\services\connect-files\logs\server.log file. This file is in JSON format by default, but you can use the Bunyan CLI tool to view the logs. From the \Program Files\Tanium\Tanium Module Server\services\connect-files\ directory, run the following command: 

..\connect-service\node ..\connect-service\node_modules\bunyan\bin\bunyan logs\server.log

Search this log for the following message to tell when the Connect service starts:

Tanium Connect Starting

Troubleshoot problems

Problem: Cannot connect to Connect service

  1. Verify that the Connect service is running on your Module Server.

    To view the running services, click Start > Run. Type services.msc and click OK. Verify that Connect is in the list and that the service is running.
  2. Check the service logs for any errors or messages about insufficient rights for the user. The Connect service records logs in the \Program Files\Tanium\Tanium Module Server\services\connect-files\logs\server.log file.

Log locations

Service logs

The Connect service records logs in the \Program Files\Tanium\Tanium Module Server\services\connect-files\logs\server.log file.

Connect configuration state

Connect stores information about connections and user settings in the \Program Files\Tanium\Tanium Module Server\services\connect-files\config\connect.db file.

 Do not edit the connect.db file unless you are advised by your TAM.

Connection run logs

Connections generate a log file for each run of the connection. The run logs are in the \Program Files\Tanium\Tanium Module Server\services\connect-files\logs\connections\ directory.

Support information

When you contact Support for help with Connect, provide the following information: 

  1. Click Info and note the Workbench and Service versions.
  2. To collect logs, click Help , then the Troubleshooting tab. Click Collect to download a package that includes logs to send to support.

Uninstall Connect

The basic Connect module uninstallation is designed so that the data you have collected is restored if you later decide to reinstall Connect. In some cases, you might want to start "clean" and not restore the data. To do this, you must manually remove some files.

Consult with your TAM before you uninstall or reinstall Connect.

Uninstall Connect so data is restored on reinstall

  1. Sign into the Tanium Console as a user with the Administrator role.
  2. From the Main menu, click Tanium Solutions.
  3. Under Connect, click Uninstall.
  4. Review the summary and click Proceed with Uninstall.
  5. When prompted to confirm, enter your password.

If you later import the Connect solution, the previous data is restored.

Uninstall Connect so you start fresh when you reinstall

  1. Uninstall Connect so data is restored on reinstall.
  2. Manually delete the \Program Files\Tanium\Tanium Module Server\services\connect-files\ directory.

Deleting the connect-files directory removes all existing Connect data. All logs, output, the Connect database, and any other Connect data is deleted. If you later import the Connect solution, the previous data is not restored.

Last updated: 9/13/2019 4:05 PM | Feedback