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_IP

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

9KB

logger-4.7.1.sh

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 will run for a minute or two. When finished, it will create this file on your 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! 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.

17KB

logger_windows.ps1

Open

Step 2: Run PowerShell

Open PowerShell or PowerShell ISE as administrator.

Windows Start menu with PowerShell highlighted and Run as administrator option visible

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.

PowerShell -ExecutionPolicy Bypass -File .\logger_windows.ps1

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:

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! 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.

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

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.

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

If you check the Execution Policy after setting it, the new value should be "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 will not be reset when you close PowerShell so it it available the next time.

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