Collecting system information
Collect Logs 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 command line knowledge. Just follow the following steps exactly.
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_IPStep 2: Put the logger.sh script on your server
Save the above
logger-4.7.1.shfile to your computer and rename it tologger.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.shStep 4: Run the script
Start the logger:
The script will run for a minute or two. When finished, it will create this file on your server:
Step 5: Copy the log file back to your computer
On Mac/Linux:
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! You’ve now collected all the logs we need to help you quickly.
Step 1: Download the script
Download the "logger_windows.ps1" script (In this example the path C:\Users\virtual\Downloads is used, where the username is virtual. Please adjust these in the following code fragments for your own situation.
Step 2: Run PowerShell
Open PowerShell or PowerShell ISE as administrator.
And 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.
The script will run for a minute or two.
Permission errors
The script might fail with a message about missing permissions, use the troubleshooting steps below steps to check and fix these.
When finished, it will create a zip file with all the collected information in the user home directory on your server:
Step 4: Send the collected files to support
Attach the file nxai_troubleshooting.zip to a support ticket at https://support.networkoptix.com
Done! You’ve now collected all the logs we need to help you 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" Which will mean no scripts are allowed.
Set an execution policy so the script may run
If the unblocking the script does not work you can try to set a new execution policy with Set-ExecutionPolicy -Scope CurrentUser Bypass and confirm that you want to change when prompted.
If you check the Execution Policy after setting it, the new value should be "Bypass"
If setting a new policy does not work, contact your IT administrator to unblock the script for you.
This execution policy will not be reset when you close PowerShell so it it available the next time.
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