Collecting system information

Collect a log package from your server to send to Network Optix Support.

Collect Logs Before Contacting Support

If the troubleshooting guide and support pages do not resolve the issue, send a log package from the server when contacting Network Optix Support.

This procedure requires no advanced command-line knowledge. Follow these steps exactly.

Linux

Step 1: Log In to Your Server

• Open a terminal (Mac/Linux) or PuTTY (Windows).

• Connect using the provided login credentials. For example:

ssh user@SERVER_IP

Step 2: Put the logger.sh Script on Your Server

logger-4.7.1.sh

9KB

Open

• Save the above logger-4.7.1.sh file to your computer and rename it to logger.sh

• Upload it to your server’s home folder:

  • On Mac/Linux:

    scp logger.sh user@SERVER_IP:~

  • On Windows: use WinSCP (drag and drop) or pscp.

Step 3: Allow the Script to Run

On the server, type:

chmod +x logger.sh

Step 4: Run the Script

Start the logger:

./logger.sh

The script runs for a minute or two and then creates this file on the server:

nxai_troubleshooting.tgz

Step 5: Copy the Log File Back to Your Computer

• On Mac/Linux:

  scp user@SERVER_IP:~/nxai_troubleshooting.tgz .

• On Windows: download the file with WinSCP or pscp.

Step 6: Send It to Support

Attach the file nxai_troubleshooting.tgz to a support ticket at https://support.networkoptix.com

Done. The collected logs are ready to help resolve the issue quickly.

Windows

Step 1: Download the Script

Download the "logger_windows.ps1" script (this example uses the path C:\Users\virtual\Downloads, the username used is virtual). Adjust these values in the following code fragments to match the local setup.

logger_windows.ps1

17KB

Open

Step 2: Run PowerShell

Open PowerShell or PowerShell ISE as administrator.

Open PowerShell as administrator - required to run the logger script

Go to the directory where you downloaded the system information script.

Step 3: Run the Logger Script in PowerShell

Run the logger script in the same PowerShell window.

PowerShell -ExecutionPolicy Bypass -File .\logger_windows.ps1 

The script runs for a minute or two.

Permission errors

The script might fail with a message about missing permissions. Use the troubleshooting steps below to check and fix these.

The script creates a zip file with all the collected information in the user home directory on your server:

C:\Users\virtual\nxai_troubleshooting.zip

Step 4: Send the Collected Files to Support

Attach the file nxai_troubleshooting.zip to a support ticket at https://support.networkoptix.com

Done. The collected logs are ready to help resolve the issue quickly.

Troubleshooting

Check if the script may run with execution policy

Check with Get-ExecutionPolicy if the Execution Policy allows scripts - it may show "Restricted", meaning no scripts are allowed.

PS C:\Users\virtual\Downloads> Get-ExecutionPolicy
Restricted

Set an execution policy so the script may run

If unblocking the script does not work, set a new execution policy with Set-ExecutionPolicy -Scope CurrentUser Bypass and confirm that you want to change when prompted.

PS C:\Users\virtual\Downloads> Set-ExecutionPolicy -Scope CurrentUser Bypass

After setting it, the Execution Policy value is "Bypass".

PS C:\Users\virtual\Downloads> Get-ExecutionPolicy
Bypass

If setting a new policy does not work, contact your IT administrator to unblock the script for you.

This execution policy persists after closing PowerShell, so it remains available for the next session.