How to get support

To get support for the Nx AI Manager, check the following resources

The support pages and community forums

• https://support.networkoptix.com/

• https://support.networkoptix.com/hc/en-us/community/topics

Also, refer to the troubleshooting steps outlined in the section below.

Collect Logs with logger.sh when you contact us

If our troubleshooting guide and our support pages do not resolve your issue, and you need to contact Network Optix Support, please send us a log package from your server. Don’t worry, you don’t need advanced Linux knowledge. Just follow the following steps exactly.

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Step 1. Log in to your server

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

• Connect using the login details we gave you. For example:

ssh user@SERVER_IP

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Step 2. Put the logger.sh script on your server

6KB

logger.sh

Open

• Save the above logger.sh file to your computer.

• 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.

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Step 3. Allow the script to run

On the server, type:

chmod +x logger.sh

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Step 4. Run the script

Start the logger:

./logger.sh

The script will run for a minute or two. When finished, it will create this file on your server:

nxai_troubleshooting.tgz

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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.

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Step 6. Send it to Support

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

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Done! You’ve now collected all the logs we need to help you quickly.