Troubleshooting End-User Notifications

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

Review troubleshooting tasks for common problems.

Collect logs

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

  1. From the End-User Notifications Home page, click Help , and then click Support.
  2. Click Collect.
  3. When Status indicates that the package is collected, click Download.
  4. Contact Tanium Support to determine the best option to send the ZIP file. For more information, see Contact Tanium Support.

End-User Notifications maintains logging information in the log file in the \Program Files\Tanium\Tanium Module Server\services\end-user-notifications-files\logs directory.

Perform monthly maintenance

  1. From the Main menu, go to Administration > Shared Services > End-User Notifications.

  2. Scroll to the Health dashboard to verify whether the latest End-User Notifications tools are installed and active on all endpoints.

  3. To investigate endpoints that do not have the latest tools installed, click the number above No or Unsupported. Tanium CloudThe Tanium Server issues a question that returns the computer name, operating system, IP address, tools installation status, and installed tools version.

  4. To troubleshoot installation issues for End-User Notifications tools, see Problem: End user notifications are not displayed or endpoints have errors.

Problem: End user notifications are not displayed or endpoints have errors

If end user notifications are not being displayed on the endpoints or the endpoints have an error (for example, their statuses are Needs Attention in the Deploy workbench or Non-compliant in the Patch workbench), consider the following steps:

  1. Verify that the Tanium End-User Notifications solution is installed. For more information, see Installing End-User Notifications.
  2. Verify that endpoints have the end user notification tools by asking the question End-User Notifications - Has Tools.
  3. Verify that required security exclusions for End-User Notifications are configured in any security software. For more information, see Security exclusions. For assistance in ensuring exclusions have taken effect, Contact Tanium Support.

  4. Uninstall the tools on the endpoint and 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.

Uninstall End-User Notifications

  1. From the Main menu, go to Administration > Configuration > Solutions.
  2. In the Content section, select the End-User Notifications row.
  3. Click Uninstall.

Remove End-User Notifications tools from endpoints

You can deploy an action to remove End-User Notifications 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 End-User Notifications, drill down as necessary, and select the targets from which you want to remove End-User Notifications 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 End-User Notifications.

  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 End-User Notifications 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 End-User Notifications 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 End-User Notifications 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.