Troubleshooting

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

Collect logs

The information is saved as a compressed ZIP file that you can download with your browser.

  1. From the Discover Overview page, click Help , then the Troubleshooting tab.
  2. Click Collect. When the ZIP file is ready, click Download.
    A discover-support.[timestamp].zip file downloads to the local download directory.
  3. Contact Tanium Support to determine the best option to send the ZIP file. For more information, see Contact Tanium Support.

Tanium Discover maintains logging information in the discover.log file in the <Module Server>/services/discover-service-files/discover.log directory.

View Discover scan ranges

You might want to see the ranges that are scanned before you run discovery, or to troubleshoot discovery that has already run. To see the calculated gaps between the managed interfaces, use the Discover Scan Range and Discover Scan Range - Unix sensors. The Discover Scan Range - Unix sensor is for the Solaris and AIX  platforms.

For example, you might use the question: Get Computer Name and Operating System and Tanium Client IP Address and Discover Scan Range and Discover Scan Range - Unix from all machines. The results display the range between each of the managed endpoints and its forward and backward peers.

Problem: No results from running a scan

To return results, Discover tools must be distributed to the endpoints. If you do not see results:

  • Check the configuration of the Discover action group. See Configure Discover action group.
  • Check the status of the Discover action group. From the Main menu, go to Administration > Actions > Scheduled Actions.

Problem: Some endpoints are not scanning

You might find that some endpoints are not scanning. For example, the question: Get Discover Last Scan Range from all machines returns [no results].

Try adjusting the Start at time of the scheduled action to a few minutes after the Opening Time of the configured scan window in the profile.

  1. Get the start time of the start window for your profile. From the Discover menu, click Profiles. Hover over the profile_name and click Edit . In the Scan Window section, note the value of the Opening Time setting.
  2. From the Main menu, go to Console > Actions > Scheduled Actions. Click the Tanium Discover action group.
  3. Select the scheduled action that is associated with the profile. Choose Discover Content - Execute Scan [profile_name] or Discover Content - Execute Scan for non-Windows [profile_name]. Click Edit.
  4. Edit the Start at time to start a few minutes after the Opening Time you found in your profile.

Problem: Error with locations CSV file

If you see Error: Network specified for a parent. Networks can only be specified at the lowest level of the hierarchy. in the workbench and are unable to import the locations file, confirm that each row in the CSV file specifies a unique location in the hierarchy.

For example, consider the following CSV file:

Think of the hierarchy specified in the CSV file as a tree, and each row is a branch. Line 1 creates a United States branch with a sub-branch for Michigan. Line 8 creates a France branch. Line 11 creates a branch for Germany and a sub-branch for Berlin.

Line 13 creates the error because it does not end in a unique place in the hierarchy. Line 11 creates the Germany branch and line 13 only specifies Germany. Line 13 ends in a location that is already created. If line 13 specified another German state, like line 14 does, then line 13 would not create an error.

FAQ: Why is the number of managed interfaces higher than the system status?

If you compare the number of managed interfaces in Discover, you might notice that the number is often higher than the number of Tanium Clients that are reported on the System Status page.

This disparity is expected. Interfaces are unique MAC addresses. One Tanium Client with multiple network interface controllers (NICs) displays as multiple interfaces in Discover. Virtualization software can increase the number of interfaces reported for a computer, if the computer has multiple virtual machines running.

Monitor and troubleshoot endpoints managed

The following table lists contributing factors into why the Endpoints Managed (%) metric might be lower than expected, and corrective actions you can make.

Contributing factor Corrective action
Installation Method Gap
  • Use existing tools that are already part of the infrastructure.
  • Use standard tools (might only cover a subset of potential systems in your environment) such as:
    • SCCM - easy deployment mechanism (Windows only)
    • Group Policy - with the correct setting can deploy Tanium Client (Windows only)
    • Salt - a common tool used for installation of software in any environment (cross-platform)
  • Use a Tanium-provided installation method such as Tanium Client Management
Credential Gaps Use of any of the Tanium-provided installation methods involves using credentials to access the systems. Work with various management teams and deployment teams to understand what credentials are available to do installations on systems. Work with server or workstation support teams to understand these areas.
Network Gaps Installing clients on "protected" networks such as DMZs or other sensitive areas is often a problem. These issues are technical, but the technical hurdles are generally an issue with policies and permissions. Work with the correct stakeholders to understand how Tanium will be used in the environment. Negotiate restrictions to be lessened to allow installation of Tanium Clients in these protected networks.

Monitor and troubleshoot mean time to manage

The following table lists contributing factors into why the Mean Time to Managed metric might be higher than expected, and corrective actions you can make.

Contributing factor Corrective action
No automation Tanium Discover can find clients, but with no action, a project can stall. Automating installation with Discover labels to target installation with Tanium Client Management is key. Take the human interaction out when possible, or build a workflow around Discover labels when items are found to feed into Tanium Connect and create help desk tickets or simple email lists.
Non-optimized Discovery settings
Regional Ownership

Often various regions have different support structures in the larger enterprise. Understanding what systems belong to these regions is key to providing the guidance to the owning team they need to help install. Use locations to export or visualize data. See this three-part article:

Understand your environment Proper deployment sometimes requires understanding what is working and what is not working. With the data grids and graphs in Discover, you have a real-time view the environment. With a high level view over time, you can understand how deployments are working and cross-pollinate various ideas that work across a larger group. To get a high level view, use the Discover boards in Tanium Trends: Tanium Community article: Use Trends to visualize Discover interfaces over time.

Uninstall Discover

  1. From the Main menu, go to Administration > Configuration > Solutions. Under Discover, click Uninstall. Click Proceed with Uninstall to complete the process.
  2. Delete any remaining Discover-related scheduled actions and action groups. For more information, see Tanium Console User Guide: Delete an action group.

  3. Check for Discover artifacts on your endpoints. Ask the question: Get Has Discover Artifacts = "true" from all machines. If any endpoints are returned by this question and you want to clean the artifacts off the endpoint, contact Tanium Support. For more information, see Contact Tanium Support.
  4. Check for Discover plugin schedules. From the Main menu, go to Administration > Configuration > Common > Plugin Schedules. If plugin schedules exist for Discover, contact Tanium Support.

Contact Tanium Support

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