Troubleshooting

  • After clicking the action buttons for Tenable.io or Tenable.sc, you get an alert with the message “Check if the configuration page details are filled."

    This occurs if you did not configure an account on the Configuration page. See the Tenable.io Configuration page for steps on how to configure an account.

  • Offense note displays the configurations error message “Error while reading configurations.”

    Your configuration file may have been corrupted.

    This can also occur if you upgraded the App to v2.0. from a previous version and you did not reconfigure your files. If you did this, delete the configurations from configurations page and reconfigure the credentials.

  • How do I view my log files?

    1. Log in to your QRadar instance.
    2. In theAdmin section, click System and License Management.
    3. Select the host on which the Tenable App is installed.
    4. In the top section, click Actions and select Collect Log Files.

      The Log File Collection window appears.

    5. Click Advanced Options.
    6. Click the check box to select Debug Logs, Application Extension Logs, and Setup Logs.
    7. For data input, select 5 days.
    8. Click the Collect Log Files button.
    9. Click Click here to download files.

      The log files download in a zip file on your local machine.

  • The configuration page shows the error message “Failed due to proxy error or invalid credentials. Check logs for more detail.”

    Verify that you entered valid credentials for the configuration or proxy.

  • New configuration shows the error message “Failed due to network connection timeout or Failed Proxy Authentication or Invalid server address. Check logs for more details.”

    This occurs when either the internet for the virtual machine (VM) is down, proxy authentication needs more credentials to proceed, or the provided server address is Invalid. Verify that the internet for your VM is operational, the entered proxy credentials are valid, and the server address is correct.

  • New configuration shows the error message “401 - Authorization service token is not valid.”

    You entered a wrong authorization service token. Enter the correct service token.

  • An alert pop up shows the error message “Check if the configuration page details are filled.”

    Check that you correctly configured your Tenable.io or Tenable.sc account.

  • An alert pop up shows the error message “Failed due to network connection timeout or Failed Proxy Authentication. Check logs for more details.”

    This occurs when you have an internet connectivity problem on the VM or proxy authentication failed. Verify the Internet is on and valid proxy credentials are entered.

  • An alert pop up shows the error message “Please enter a valid Address or configure valid proxy settings or verify SSL certificate.”

    If you have verified that the Address is set to the IP/FQDN of your Tenable.sc configuration, try disabling the Enable/Disable SSL Verification option and resubmitting. If the error persists, please open a case with Tenable Tech Support.

  • An alert pop up shows the error message “Failed due to Invalid credentials or connection error.”

    This occurs when Tenable.io or Tenable.sc credentials are updated in the Tenable system, but the updates are not made on Tenable App For QRadar configuration page. Add the updated credentials to the configuration page.

  • Container proxy settings were overridden, causing the application to stop working as expected.

    The configuration must be updated to allow the local proxy on the application to make tunneled connections. For steps on updating the proxy connections, see the IBM QRadar Support Documentation.