Troubleshooting the installation

This chapter covers procedures, settings, and logs that you can use to troubleshoot issues relating to the installation of Tanium Core Platform servers.

Basic tips

  • Check with your technical account manager (TAM) to ensure the Tanium™ software version is a recommended version.
  • Ensure your environment meets the host system and network requirements.
  • Review any error messages reported to the user interface or installation log files (see Tanium Core Platform Deployment Reference Guide: Logs).
  • If you encounter failed access messages when running an installer, examine the privileges for the logged in user.
  • If you encounter failed connections, use standard tools like ping and traceroute to verify basic connectivity. If those checks fail, work with your network administrator to diagnose. If those pass, it might be a certificate problem or firewall issue.
  • If the Tanium™ Console is unavailable, check the status of the Tanium™ Server Windows Service and the Tanium databases on the database server.

Troubleshoot server installation issues

After you install Tanium Core Platform servers, perform the steps under Verifying the installation to confirm that the installations succeeded. If verification fails:

  1. Check the status of the Windows service for the Tanium Server, Zone Server, Zone Server Hub, Module Server, and Tanium Client. Start any services that are not started.
  2. Check the Windows Registry on each server for typos or missing values: see Tanium Core Platform Deployment Reference Guide: Settings.
  3. Test connectivity from the Zone Server Hub to the Zone Server and from the Module Server to the Tanium Server. You can use whatever utility you like to test connectivity. The following example shows how to use Portqry at the CLI of the Zone Server Hub host to verify whether the Zone Server is listening on a specified port.

    c:\>portqry -n zs1.tam.local -p tcp -e 17472
    Querying target system called:
    zs1.tam.local
    Attempting to resolve name to IP address...
    Name resolved to 10.10.10.15
    querying...
    TCP port 17472 (unknown service): LISTENING
    c:\>

    If you can reach the Zone Server and get an answer (LISTENING), then basic connectivity is not the issue. If you cannot reach the Zone Server, you might need to work with your network and security administrators to resolve the issue.

  4. Verify that the server FQDNs resolve to an IP address through DNS. The preceding step uses Portqry as an example to show DNS resolution. You can also use nslookup at the CLI, as follows.

    c:\>nslookup <server_FQDN>
    Server: Unknown
    Address: 10.10.10.10
    Name: <server_FQDN>
    Address: 10.10.10.15

    If DNS resolution fails, work with your network administrator to resolve it. If that is not possible, you can reconfigure the connection settings using IP addresses instead of FQDNs.

  5. If the preceding steps do not resolve the issue, generate logs as follows and then contact your TAM.
    1. Set the log verbosity level to 41 on the Tanium Client (see Client Deployment Guide: Tanium Client Settings) and on the Zone Server, Zone Server Hub, Module Server, and Tanium Server (see Tanium Core Platform Deployment Reference Guide: Settings).
    2. Reproduce the issue by re-asking the question you used to verify the deployment.
    3. Examine both the server and client logs. Your TAM can analyze the logs.

Windows Registry

Many settings for Tanium Core Platform servers are added to the Windows Registry when you install the servers. If you encounter issues with an installation, you can review the registry entries for typos. For descriptions of the registry settings, see Tanium Core Platform Deployment Reference Guide: Settings.

Proxy server-related keys have entries only if you configured a proxy server. For details, see Tanium Console User Guide: Configuring proxy server settings.

Logs

If you encounter issues when installing a Tanium Core Platform server, examine the server installation log file to see which actions completed successfully and which failed. If you encounter issues when importing Tanium content packs and solution modules, or when downloading updates to package files, examine the TDownloader logs. For details about the log locations and contents, see Tanium Core Platform Deployment Reference Guide: Logs.

Tanium Support

Your TAM is your first contact for assistance with preparing for and performing the installation, as well as verifying and troubleshooting the initial deployment.

If you require further assistance from Tanium Support, please be sure to include version information for Tanium core platform components and specific details on dependencies, such as the host system hardware and OS details and database server version. Log into https://support.tanium.com and submit a new ticket or send us an email at [email protected]

Last updated: 4/23/2019 11:16 AM | Feedback