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Taegis Endpoint Agent for Linux Troubleshooting๐Ÿ”—

This document provides guidance on initial agent troubleshooting steps you can take and information you can gather prior to reaching out to Secureworks support for assistance with agent issues.

Tip

Additional Taegis Endpoint Agent troubleshooting, tutorial, and informational articles are available in the Secureworks Knowledge Base.

Connectivity Issues๐Ÿ”—

  • Verify the agent's Connection Status from the Endpoint Agents Summary table of Endpoint Agents in XDR.
  • Ensure connectivity requirements are met by allowing communication to the domains through any firewalls.
  • Incorrect registration details may have been presented. Check the registration key and server for any unintended white spaces.
  • Is this a cloned device from a prior registered endpoint? If so, it may be considered duplicate and is being rejected. We recommend you uninstall and reinstall the agent with the correct registration details.

  • Run the diagnostic command taegisctl diagnostic on the affected system to verify agent service status and network connectivity. The following image provides an example of a successful diagnostic check output.

    Taegis Agent Diagnostics Report

  • If you need support assistance, provide the diagnostic_report from the following directory: /opt/secureworks/taegis-agent/etc/agent_diagnostic_report

Installation๐Ÿ”—

  • Ensure rpm or deb package is not corrupt. Verify the checksum matches what is available in XDR.
  • Ensure the package has correct file permissions.
  • Ensure the user is able to perform installations.
  • Examples of failure messages you may receive during registration include:

Connection error: 

2022-04-07 17:36:23.167 E [T:3562] 15 17d46:320 Connection unsuccessful
2022-04-07 17:36:23.167 E [T:3562] 15 17d46:178 Registration failed
Invalid registration key: 
2022-05-31 16:58:25.389 E [T:29653] 15 17d46:345 https://reg.d.taegiscloud.com/agent-register/v1/register 400 {"message":"invalid registration_key"}
2022-05-31 16:58:25.408 E [T:29653] 15 17d46:178 Registration failed
SELinux configuration: 
[user@localhost ~]$ sudo /opt/secureworks/taegis-agent/bin/taegisctl register
SELinux is in Enforcing mode; exiting.
If this happens, remember to include the --allow_enforcing switch to taegisctl register. For more information, see SELinux/AppArmor and the Agent.

Auto Upgrade Failures๐Ÿ”—

  • Provide updater log: <install_path>/taegis-agent/log/updater.log.
  • Check if taegis-update service is running: <install_path>/taegis-agent/bin/taegisctl status.
  • Allow taegis-agent-prod-builds.s3.us-east-2.amazonaws.com through firewalls.

Performance Issues๐Ÿ”—

In order to troubleshoot performance issues like CPU, memory spike, and application crashing, provide Secureworks Support with the following information and logs.

Provide the following Information๐Ÿ”—

  • The hostname of affected system
  • The role and function of the endpoint
  • Whether it is a virtual machine or running on physical hardware
  • The version the agent is running
  • Applications running on the endpoint
  • A description of the performance issues encountered on the endpoint
  • OS and kernel information of the endpoint - output of the command uname -a
  • Output of the command top with Irix mode off (run top command and press Shift + i)
  • Output of the command cat /proc/cpuinfo
  • Output of the command free -m
  • Output of the command service --status-all | more

  • The agent.log file located at <install_path>/secureworks/taegis-agent/log/

    Note

    Default installation path: /opt/secureworks/taegis-agent/

  • Output of a diagnostics report on the affected system to verify Taegis Endpoint Agent service status and network connectivity from within the following location:

    <install_path>/secureworks/taegis-agent/etc/agent_diagnostic_report

    Taegis Agent Diagnostics Report

  • Output of the command collect_perf to collect performance metrics from the affected system while reproducing the performance issue. The output will be found in the following directory:

    <install_path>/secureworks/taegis-agent/log/

Debug Logging๐Ÿ”—

Turning on debug logging can help you collect further information from the affected system.

  1. On the affected system edit the scwx_agent.json file in /etc/scwx_agent.json and set logging level D for debug mode. Save the file.

Set Debug Logging Level

Note

By default, the scwx_agent.json file may not be present. If it is not present, create this file.

Turning on debug logging invokes lots of activity and it can impact performance of the agent on a busy system. It should not be left ON indefinitely.

  1. Run the command, cat /etc/scwx_agent.json to verify logging level is set to debug mode (D)

  2. Restart the Taegis Endpoint Agent service using the below commands:

sudo /<install_path>/secureworks/taegis-agent/log/bin/taegisctl stop

sudo /<install_path>/secureworks/taegis-agent/log/bin/taegisctl start

  1. Reproduce the performance issues for a 10 minute window. During this time, collect the output of the command:

    top -H -p $(pidof taegis)

  2. After the 10 minute window, provide all log files from the following directory: /<install_path>/secureworks/taegis-agent/log/

  3. Once all information from the affected endpoint has been collected, remove the scwx_agent.json file from /etc/ directory and restart the Taegis Endpoint Agent service to remove it from debug mode.

  4. Provide all the captured information from the affected system(s) to via a support ticket to Product Support.

Service Not Starting๐Ÿ”—

  • Run <install_path>/taegis-agent/bin/taegisctl status to check if driver was loaded; for example:
sudo /opt/secureworks/taegis-agent/bin/taegisctl status

Agent Service Status    :  running   
Updater Service Status  :  running
Driver Loaded           :  true  
Agent is Registered     :  true     
Sink URL                :  wss://sink.c.taegiscloud.com:8443/ws

  • If driver was loaded, run <install_path>/taegis-agent/bin/taegisctl start again. If service is still not running, get output of journalctl -xe and log: <install_path>/taegis-agent/log/agent.log.

  • If driver is not available, run <install_path>/taegis-agent/bin/taegisctl register [--key <regkey>] [--server <servername>] [--allow_missing_driver] with the same registration details as before. The flag --allow_missing_driver at the end allows service to start despite not having a driver available to load. Agent is designed to start by default if and only if a driver is available and loaded.

Uninstall๐Ÿ”—

Typical issues are due to the user not having the right privilege to perform uninstall operations. Ensure user has an elevated role to perform uninstall.