Troubleshooting Deploy

Review troubleshooting tasks for common problems.

If Deploy is not performing as expected, you might need to do some troubleshooting or change settings.

For more comprehensive troubleshooting information, registered Tanium customers can sign in to view the Tanium Community: Deploy Troubleshooting Guide.

Upgrading to Deploy 2.19

In Deploy 2.19, the steps required to configure the service account are no longer necessary due to the adoption of the System User Service, which performs these tasks automatically. After upgrading to Deploy 2.19, it might take time for the RBAC privileges and other updates to sync properly. This could lead to issues and error messages when you first query the Tanium Console. These issues usually resolve on their own after a few minutes, but could take up to an hour or longer depending on system resources and the amount of data to migrate.

View job logs to troubleshoot job failed errors

You can download job logs to troubleshoot "job failed" errors.

1. From the Deploy Overview page, click Help .

2. Click the Support tab and click View Job Status.
3. In the Job Detail window, click Download Logs to download a job-logs.txt file with more details about recent jobs.

Collect Deploy troubleshooting information from endpoints

You can collect and review endpoint artifacts to troubleshoot Deploy issues on endpoints. For general information about collecting troubleshooting information from endpoints, see Tanium Client Management User Guide: Collect troubleshooting information from endpoints.

The following files are available on endpoints that have Deploy installed:

File	Location and information
Software Management log files	Tanium Client\Tools\SoftwareManagement\logs These logs contain information that can help you troubleshoot multiple problems, including scan issues, deployment issues, and application crashes.
Deploy subprocess.log	Tanium Client\Tools\SoftwareManagement\logs This log contains information about processes that run outside of Deploy as part of software deployments. For example, it includes install errors during OS upgrades.
softwaremanagement.db file	Tanium Client\Tools\SoftwareManagement\data Deploy uses this database to read and write information about configurations, stored data files, and the endpoint operating system.

Troubleshoot Job failed: Sync Software Package error

The most common reason for the Job failed: Sync Software Package error is that Deploy cannot cache remote files associated with a package. However, the error can appear for a variety of reasons. To troubleshoot this error, view the job logs. For more information, see View job logs to troubleshoot job failed errors.

The following table explains different issues that can prevent a software package from syncing properly.

Issue	Explanation and corrective action
Deploy cannot download a remote file at all	Tanium blocks the URL for a remote file in a Predefined Gallery package by default. As a workaround, manually add inaccessible files to the affected software package. For more information, see Deploy cannot access the origin of a software package file. The Tanium Server cannot access the URL for a remote file in a Predefined Gallery package because the URL is blocked by a firewall or proxy. Try one of the following solutions: Manually add inaccessible files to the affected software package. For more information, see Deploy cannot access the origin of a software package file. Review the Tanium Server TDL log for diagnostic information. For information about accessing the Tanium Server TDL log, see Tanium Appliance Deployment Guide: Review Tanium Core Platform logs. When you import a custom package, the Tanium Module Server cannot access the URL for the package because the URL is blocked by a firewall or proxy, or it is inaccessible for another reason. Try one of the following solutions: Manually add inaccessible files to the affected software package. For more information, see Deploy cannot access the origin of a software package file. Review the Tanium Module Server TDL log for diagnostic information. For information about accessing the Tanium Server TDL log, see Collect a troubleshooting package.
The file hash does not match what is defined in the package definition	This issue is usually caused by a recent release of a new version of the software. Compare the software package version to the latest version published by the vendor, and then try one of the following solutions: If the version is the same, manually add affected files to the software package. If the vendor has published a new version, edit the package and update the new version information before manually adding affected files to the software package. Alternatively, wait for a new software package to be published to the Predefined Package Gallery. For information about manually adding files to a software package, see Deploy cannot access the origin of a software package file.
A different problem is preventing Deploy from synchronizing the software package	This issue can sometimes be caused by an error with the Tanium Server or with the Endpoint Configuration Service. Review the job logs for basic diagnostic information. Collect a support bundle and review the Deploy service log and Module Server or Tanium Server TDL logs for additional diagnostic information. For more information, see Collect a troubleshooting package and Tanium Appliance Deployment Guide: Review Tanium Core Platform logs. If you continue to experience this problem, Contact Tanium Support for assistance.

Deploy cannot access the origin of a software package file

If Deploy cannot access the origin of a software package file, you can follow these basic steps to edit the package and manually add any inaccessible files:

1. Download the inaccessible remote file to your computer.

2. Edit the software package.

3. If necessary, expand the Package Files section, then click Add Package Files > Local File to upload the file from Step 1 to the software package.

4. Ensure that the new package file uses the same value for the File Display Name field as the original package file.

5. Delete the original package file and save the package.

For more information about configuring software packages, see Create a software package.

End user notifications are not displayed or endpoints have other issues

End user notifications are supported for Windows and macOS endpoints only. If end user notifications are not being displayed on the endpoints or the endpoints have other issues (for example, their statuses are Needs Attention):

1. Verify that the Tanium End-User Notifications solution is installed. For more information, see Tanium End-User Notifications User Guide: Installing End-User Notifications.
2. Ask the question: Get End-User Notifications - Has Tools from all machines to check if your endpoints have the end user notification tools.
3. Verify Contact Tanium Support to verify that any security software exclusions include the \Tanium\Tanium End User Notification Tools directory. For more information, see Security exclusions.

4. Uninstall the End-User Notifications tools on the endpoints. For more information, see Tanium End-User Notifications User Guide: Remove End-User Notifications tools from endpoints. Then wait up to 10 minutes for the tools to automatically reinstall.

   You can also reinstall the End-User Notifications tools with the Endpoint Configuration - Reinstall Tool package.

Deployment fails with EUN error on endpoint

If your deployment is configured for a pre-notification, but the endpoint does not have the End-User Notifications tools installed, the deployment fails and triggers the following error: EunIncompatible: EUN is not installed or the version installed is too old. If you receive this error, ensure that the endpoint has a supported configuration and has the End-User Notifications tools installed. For more information, see Tanium End-User Notifications User Guide: Configuring End-User Notifications.

Troubleshoot Deploy process not running

The Running Deploy chart on the Overview page or the Deploy - Is Process Running sensor report endpoints on which the Deploy process is not running.

The following table explains different issues that can prevent the Deploy process from running.

Issue	Explanation and corrective action
The endpoint does not support Deploy.	Ask the question Get Deploy - Coverage Status from all machines to identify the endpoints on which Deploy is not supported. Review the Deploy requirements and make necessary changes.
Deploy tools are not installed on the endpoint.	Deploy tools are installed as part of Software Manager CX, which is installed as part of Endpoint Configuration. Ask the question Get Endpoint Configuration - Tools Status Details from all machines and drill down on Software Management. Review the endpoints on which Deploy and its dependencies are not installed.  To reinstall Deploy tools, see Tanium Endpoint Configuration User Guide: Reinstall tools installed by Endpoint Configuration.
The endpoint is not in the Deploy action group.	The endpoint must be in a computer group in the Deploy action group to have the Deploy process started and the Deploy tools installed. Review the computer groups in the Deploy action group. For more information, see (Optional) Configure the Deploy action group.
The Deploy process is not running for another reason.	Review endpoint logs. For information on how to collect the logs, see Collect Deploy troubleshooting information from endpoints. The Software Management logs indicate if the Deploy process starts but then fails. This failure might be from interference with security software, an issue with the Deploy tools on the endpoint, or another issue. As a possible remediation step, reinstall Deploy tools. See Tanium Endpoint Configuration User Guide: Reinstall tools installed by Endpoint Configuration. If the Software Management logs do not exist or do not indicate the Deploy process starting and then crashing, Contact Tanium Support.

No applicability information for software packages

Software package applicability is calculated on the endpoints by using the applicability rules in the package definition, which is stored in the software package catalog and distributed to the endpoints.

If the applicability information for software packages is not available:

1. Verify that the Deploy process is running on the target endpoint.
   1. Ask the question: Get Deploy - Is Process Running from all machines
   2. Check locally for the \Tanium\Tanium Client\python27\TPython.exe file on the endpoint.
2. Compare the current and cached results of the Deploy - Software Packages Applicability sensor
   1. In Interact, ask the question: Get Deploy - Software Packages Applicability[1,100000] from all machines
   2. Toggle between Current and Cached to ensure that the results match.

      If you do not see Current and Cached, ensure that the Deploy - Software Packages Applicability sensor is registered for collection in the Registration & Collection tab of the Interact Settings for the specific parameter values. For more information, see Tanium Console User Guide: Display sensor collection registration details.

   3. If you see any discrepancies, go to the Interact Settings and click Collect Now.

   For information on troubleshooting unexpected availability, see View software package applicability.

Remove Deploy tools from endpoints

You can deploy an action to remove Deploy tools from an endpoint or computer group. Separate actions are available for Windows and non-Windows endpoints.

1. In Interact, target the endpoints from which you want to remove the tools. For example, ask a question that targets a specific operating system:
   Get Endpoint Configuration - Tools Status from all machines with Is Windows equals true
2. In the results, select the row for Deploy, drill down as necessary, and select the targets from which you want to remove Deploy tools. For more information, see Tanium Interact User Guide: Drill Down.
   
3. Click Deploy Action.
4. For the Deployment Package, select Endpoint Configuration - Uninstall Tool [Windows] or Endpoint Configuration - Uninstall Tool [Non-Windows], depending on the endpoints you are targeting.

5. For Tool Name, select Deploy.

6. (Optional) By default, after the tools are removed they cannot be reinstalled. To allow tools to be automatically reinstalled, clear the selection for Block reinstallation. Re-installation occurs almost immediately.

   If reinstallation is blocked, you must unblock it manually:

   • To allow Deploy to reinstall tools, deploy the Endpoint Configuration - Unblock Tool [Windows] or Endpoint Configuration - Unblock Tool [Non-Windows] package (depending on the targeted endpoints).

   • If you reinstall tools manually, select Unblock Tool when you deploy the Endpoint Configuration - Reinstall Tool [Windows] or Endpoint Configuration - Reinstall Tool [Non-Windows] package.

7. (Optional) To remove all Deploy databases and logs from the endpoints, clear the selection for Soft uninstall.

   When you perform a hard uninstallation of some tools, the uninstallation also removes data that is associated with the tool from the endpoint. This data might include important historical or environmental data. If data that you want to keep is associated with the tool, make sure you perform only a soft uninstallation of the tool.

8. To also remove any tools that were dependencies of the Deploy tools that are not dependencies for tools from other solutions, select Remove unreferenced dependencies.

9. (Optional) In the Deployment Schedule section, configure a schedule for the action.

   If some target endpoints might be offline when you initially deploy the action, select Recurring Deployment and set a reissue interval.

10. Click Show preview to continue.

11. A results grid appears at the bottom of the page showing you the targeted endpoints for your action. If you are satisfied with the results, click Deploy Action.

If you have enabled Endpoint Configuration approval, tool removal must be approved in Endpoint Configuration before tools are removed from endpoints.

Contact Tanium Support

To contact Tanium Support for help, sign in to https://support.tanium.com.