Troubleshooting Direct Connect

To collect and send information to Tanium for troubleshooting, collect logs and other relevant information.

Generate a support package

Collect information about the current state of the Direct Connect service to use for troubleshooting. The information is saved as a ZIP file that you can download with your browser.

  1. From the Direct Connect Home page, click Help , then the Troubleshooting tab.
  2. Click Generate Support Package.
  3. Click Download Support Package to download the ZIP file to the local download directory.
  4. Contact Tanium Support to determine the best option to send the ZIP file. For more information, see Contact Tanium Support.

Change the logging level

If you need greater verbosity in the logs, you can change the log level.

  1. From the Direct Connect Home page, click Help , then the Troubleshooting tab.
  2. Adjust the Log Level as needed.

    Possible values are: trace, debug, info (default), warn, error, fatal.

This update changes the log level for future logging. It does not affect the data that is available in the support package for previously logged events.

Troubleshoot endpoint connection issues

If you are unable to establish an endpoint connection, check the status of the Deploy Direct Connect - Open Session - operating system - session ID action from the Action History page.

If the action ran, but was not successful, check the <Tanium Client>/Logs/extensions0.txt log on the endpoint. Make sure that the endpoint can connect to the Module Server using the Fully Qualified Domain Name and Port that you configured on the Endpoint Connection tab in the Direct Connect settingsTanium as a Service using its fully qualified domain name and port 17486.

If the action did not run on the endpoint, make sure that the endpoint is a member of the Direct Connect action group and has the latest tools installed.

Troubleshoot connection issues through a zone proxy

To use Direct Connect with endpoints that connect to the Module Server through a Zone Server, you must install and configure the Direct Connect Zone Proxy. For more information, see Configure Zone Proxies.

If you are unable to establish an endpoint connection after installing and configuring the Direct Connect Zone Proxy, check the Direct Connect Zone Proxy log for errors: <Tanium>/TaniumDirectConnectZoneProxy/logs/proxy.log.

Uninstall Direct Connect

Direct Connect is a shared service that is used by several Tanium solutions. If Direct Connect is in use by another Tanium solution, uninstalling Direct Connect or removing the tools from endpoints could have unintended consequences. Contact [email protected] to determine whether uninstalling Direct Connect is advisable in your environment.

  1. From the Main menu, go to Administration > Configuration > Solutions.
  2. In the Content section, select the Direct Connect row.
  3. Click Delete Selected and then click Uninstall to complete the process.

Contact Tanium Support

To contact Tanium Support for help, send an email to [email protected].