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.

Collect a troubleshooting package

For your own review or to assist support, you can compile Deploy logs and files that are relevant for troubleshooting.

  1. Get the Deploy log.
    1. From the Deploy Overview page, click Help .
    2. Click the Support tab and click Collect.
    3. When the Status: is updated, click Download.

    The log zip file might take a few moments to download. The files have a timestamp with a deploy-support-YYYY-MM-DDTHH-MM-SS.mmmZ  format.

  2. (Optional) On the endpoint, copy the Tanium\Tanium Client\Tools\SoftwareManagement folder.

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
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.

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

End user notifications are not displayed

End user notifications are supported for Windows and macOS endpoints only. If end user notifications are not being displayed on the endpoints:

  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.

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.

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.

No software in the Predefined Package Gallery

After you import Deploy 1.1 or later, you must configure the service account and initialize the endpoints again. After the endpoints are initialized, it might take up to one hour to see the software in the Predefined Package Gallery page. You can also restart the Tanium Deploy service to reduce this time constraint.

If you still do not see any software in the Predefined Package Gallery page:

  1. From the Main menu, go to Administration > Content > Packages.
  2. Search for the Deploy - Software Package Gallery package.
  3. Verify that this package is cached.
    1. Verify that the Size column does not list Pending.
    2. If the size stays at Pending for more than one hour, Contact Tanium Support for assistance.
  4. Check to see if the Tanium Deploy service is attempting to gather the Deploy Predefined Package Gallery file.
    1. Collect a troubleshooting package.
    2. Open the downloaded support bundle and open the deploy-files\logs\Deploy.log file.
    3. Search for Ensuring software package gallery zip package.
    4. If the Deploy.log file does not have that text, Configure service account again, wait 10-15 minutes, and then repeat the previous steps to recheck the log file.
  5. If you still do not see any software in the Predefined Package Gallery page after completing the previous steps, Contact Tanium Support for assistance.

Monitor and troubleshoot Deploy coverage

The following table lists contributing factors into why the Deploy coverage metric might report endpoints as Needs Attention or Unsupported, and corrective actions you can make.

Contributing factor Corrective action
Gaps in Deploy action group membership Ensure that all endpoints that have a supported configuration for Deploy have the Deploy tools installed. These endpoints should be added to computer groups that can be members of the Deploy action group.
Gaps in End-User Notifications tools installations

Users cannot receive notifications for actions that are about to happen or configure the Self Service Client application.

Ensure that all endpoints that have a supported configuration have the End-User Notifications tools installed.

Ensure that any endpoint that is using the Self Service Client application has a properly configured and targeted End User Notification customization profile.

Ensure that all other endpoints have a default fallback profile configured in case the tools need to be accessed.

Gaps in Trends metric reports Ensure that all computer groups that are part of the Deploy action group are also part of the End-User Notifications action group.

Monitor and troubleshoot endpoints missing software updates released over 30 days

The following table lists contributing factors into why the endpoints missing software updates released over 30 days metric might be higher than expected, and corrective actions you can make.

Contributing factor Corrective action
Gaps in maintenance window coverage

Verify that the Computers with Enforced Maintenance Windows chart in the Health section of the Deploy Overview page shows 100% enforcement.

Ensure that endpoints have enough time to download and perform the installation.

Use the Download immediately option for future deployments so that endpoints are ready when the deployment start time begins.

If your business needs require a hard stop, set your maintenance window to end 30 minutes prior to that hard stop to ensure that deployments complete in time to adhere to business needs.

Software is not installing due to maintenance windows being too restrictive

Ensure that maintenance windows properly overlap with deployment times and change control process timelines.

Use End-User Notifications to provide users with options to postpone actions, such as installations or updates.

Use the Make Available Before Start Time option for self service deployments that are set for the future.

Software hits a timeout or does not install properly

Ensure that you have a supported silent installation command-line option that is supported by the vendor.

Consult with the vendor or developer of the software for the best practices to install the software.

The installer does not have a silent installation option

Use a third-party repackaging solution, such as AdminStudio or InstallShield, that offer the ability to assist in making a custom installer.

Request that the vendor create a proper silent installer for larger deployments.

Monitor and troubleshoot mean time to deploy software

The following table lists contributing factors into why the mean time to deploy software metric might be higher than expected, and corrective actions you can make.

Contributing factor Corrective action
Files are not uploading to a package properly

(Windows) Ensure that the permissions are properly set to remote Windows file servers.

(Appliance) Ensure that you set up the Module Server TDL to access the shares. For more information, see Tanium Appliance User Guide: Add an authentication user for TDownloader.

Packages are not downloading from the Predefined Package Gallery

Ensure that the Tanium Server can download the packages from the remote URL.

Check any proxies, firewalls, or network connectivity.

Ensure that your TDL settings are correct.

For more information, see No software in the Predefined Package Gallery.

It takes too long to test the software and get it ready for production

Reevaluate your process for software testing:

  • Are there any gaps or delays in the process?
  • Are there too many points of contact for reporting issues?
  • Are endpoints being tested that may not be relevant for the deployment?

Evaluate conditions that surround problem resolution and retesting.

Hold people accountable to timelines.

For endpoints that might exhibit compatibility or testing issues, consider a shared solution, such as Terminal, Remote Desktop Server, Citrix XenApp, or App-V.

Monitor and troubleshoot software installed by self service user request

The following table lists contributing factors into why the software installed by self service user request metric might be different than expected, and corrective actions you can make.

Contributing factor Corrective action
Help desk spends too much time installing software for users

Use self service options for software that is pre-approved, to ease the load on your help desk.

Applications that make the best candidates for self service are:

  • Freeware (example: Chrome or Firefox)
  • Software that is available for all systems, but are discretionary by business needs (example: Zoom, Notepad++, or specific line of business applications)

Users install unapproved software

Use self service options, but limit the applications that the user has access to, by default.

Consider locking down administrative permissions on the endpoints, if available.

For software that might require additional approvals, such as software that requires a purchased license, target only endpoints that are approved to install that software.

Uninstall Deploy

Use only this procedure to uninstall Deploy.

If you need to uninstall Deploy, first clean up the Deploy artifacts on the endpoint, then uninstall Deploy from the server, and then remove Deploy data directories and files from the server.

Remove Deploy artifacts from endpoints

To remove Deploy from endpoints, use the following options in the Endpoint Configuration - Uninstall package for Deploy to block reinstallation, perform a hard uninstall, and then remove unreferenced dependencies. For more information, see Remove Deploy tools from endpoints.

Remove Deploy from the Tanium Module Server

  1. From the Main menu, go to Administration > Configuration > Solutions.
  2. Select the check box in the Deploy section, then click Uninstall and follow the process.
  3. Return to the Solutions page and verify that the Import button is available for Deploy.

If the Deploy module has not updated in the console, refresh your browser.

Remove packages

  1. From the Main menu, go to Administration > Content > Packages.
  2. In the Content Set column, filter on values that contain Deploy.

(Optional) Remove data directories and files

To permanently remove all Deploy data from the Tanium Module Server, manually delete the following directories and files. If you later import the Deploy solution, the previous data is not restored.

Windows:

  • \Program Files\Tanium\Tanium Module Server\services\deploy-files\
  • \Program Files\Tanium\Tanium Module Server\services\deploy-service\
  • \Program Files\Tanium\Tanium Module Server\temp\deploy-service\
  • \Program Files\Tanium\Tanium Module Server\temp\deploy-service-invoker\
  • \Program Files\Tanium\Tanium Module Server\temp\deploy-service-proxy\
  • \Program Files\Tanium\Tanium Module Server\temp\deploy-*.bak

TanOS:

This action requires access to the unrestricted shell. For more information, including how to request a shell key, see Tanium Appliance Deployment Guide: Examine OS processes and files.

  • /opt/Tanium/TaniumModuleServer/deploy-files
  • /opt/Tanium/TaniumModuleServer/deploy-service
  • /opt/Tanium/TaniumModuleServer/temp/deploy-*.bak

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.