> For the complete documentation index, see [llms.txt](https://nx.docs.scailable.net/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://nx.docs.scailable.net/ai-manager-v6.1.4/support-and-troubleshooting/troubleshooting/collecting-system-information.md).

# Collecting system information

## 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.

{% tabs %}
{% tab title="Linux" %}

## Step 1: Log In to Your Server

* Open a terminal (Mac/Linux) or PuTTY (Windows).
* Connect using the provided login credentials. For example:

```bash
ssh user@SERVER_IP
```

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

{% file src="/files/HxjSKASWmEHBZsAxU47W" %}

* 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**:

    ```bash
    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:

```bash
chmod +x logger.sh
```

## Step 4: Run the Script

Start the logger:

```bash
./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**:

  ```bash
  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](https://support.networkoptix.com/)

Done. The collected logs are ready to help resolve the issue quickly.
{% endtab %}

{% tab title="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.

{% file src="/files/wkCY9E8AzfJgFxTqIeXt" %}

## Step 2: Run PowerShell

Open PowerShell or PowerShell ISE **as administrator**.

<figure><img src="/files/yh29sDFQybRMcXuv2CKP" alt="Windows Start menu with PowerShell highlighted and Run as administrator option visible"><figcaption><p>Open PowerShell as administrator - required to run the logger script</p></figcaption></figure>

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
PowerShell -ExecutionPolicy Bypass -File .\logger_windows.ps1 
```

The script runs for a minute or two.

{% hint style="warning" %}
**Permission errors**

The script might fail with a message about missing permissions. Use the [troubleshooting](#troubleshooting) steps below to check and fix these.
{% endhint %}

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

```ps1
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](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.

```ps1
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.

```ps1
PS C:\Users\virtual\Downloads> Set-ExecutionPolicy -Scope CurrentUser Bypass
```

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

```ps1
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.
{% endtab %}
{% endtabs %}