Troubleshooting

Review troubleshooting tasks for common problems.

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 and then the Troubleshooting tab. Select whether you want to include database backups and click Collect. After the support package is collected, click Download to download the package that includes logs to send to support. If you included database backups, the backup files are named connect-<version>-<migrationCount>.db.bak-<backupTimestamp> where:

  • <version> is the current version or pre-4.12.1
  • <migrationCount> is the state of the database schema
  • <backupTimestamp> is the milliseconds since epoch timestamp format when the backup was created

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 Tanium 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

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 logs

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

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.

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.

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.

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.

Problem: Failed connections to destinations

Before your connections can successfully send data to a destination, your Tanium as a Service instance must be configured. Contact your TAM with the destination URL or IP and service port to submit a request.

For more information, see Tanium as a Service Deployment Guide: Proxy access.

Problem: <no value> in Tanium Data Service output

  1. Verify that the sensor for the saved question is registered. For more information, see Tanium Console User Guide: Display sensor collection registration details.
  2. If the sensor is not registered, register it for collection. For more information, see Tanium Console User Guide: Register or unregister sensors for collection.
  3. If you recently registered a sensor and want to see immediate results before the next scheduled collection, you can manually start the collection. For more information, see Tanium Console User Guide: Manually start collection.

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, select Administration > Configuration > 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.