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How can I use the Collector Reporter?

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How can I use the Collector Reporter? (Windows and Mac)

Answer

Collector Reporter for Windows

Nexthink Collector Reporter is a troubleshooting tool for the Nexthink Collector which runs on Windows and creates a debug report.

Please follow the steps below to use the Collector Reporter:

  1. Download the file nxtreporter-[version].zip attached to this article. Make sure you use the right version (V5 or V6)
  2. Unzip the file using "nexthink" as password and you will get three executable files (nxtreporter.exe, nxtreporter64.exe and nxtreporter.cmd).
  3. Put the files on a shared drive or an usb drive.
  4. For generating a Collector report, please perform the following steps on the Source:
  5. On the computer where you notice the problem, copy the files obtained from step 2 in a directory (e.g: C:/tmp).

    1. Set the Collector in debug mode. To do that, you have two options, you can use the standalone nxtpanel.cpl file included in the Collector installer zip and follow instructions below or if installed in the device, you can go to the Control Panel and double click on the Nexthink Collector icon, click on the "General" tab and set the "Logging mode" to "Debug".

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    2. Reboot the Source (if it's a server and you can't reboot it, proceed with the next steps as it will always be useful to have the basic information at least).
    3. Once the Source has restarted, wait 5 minutes to let the Collector do its initial tasks.
    4. Reproduce the issue (in case of a Blue Screen Of Death (BSOD), make sure you have enabled a kernel memory dump in Windows as documented here.
    5. Wait 15 minutes to be sure we'll have all the logs required.
If the problem you want to report systematically causes computer crashes (STOP messages or spontaneous reboots), do reproduce the problem as many times as it is necessary for the CrashGuard feature (automatic disabling of Collector after cyclic computer crashes) to become active (max. 4 times).
  • Double-click on nxtreporter.cmd and the script will select the right executable for your system.
  • The output (nxtreporter.zip) will be generated on the Desktop.
  • On the Source, disable the Collector debug mode (like the step 2, but this time set the "Logging mode" to "Silent") and reboot.Open a case using http://support.nexthink.com and attach the file "nxtreporter.zip" to the case.

Print-jobs Information (Windows only)

In case you want to verify the print-jobs information the Collector is going to report to the Engine, please follow these steps:

  1. Unzip the nxtreporter-[version].zip file
  2. Copy the extracted files to a folder e.g. C:/Temp
  3. Run the following command (with Admin privileges) from the same path i.e:

    C:/Temp: nxtreporter.cmd -p OR  C:/Temp: nxtreporter.cmd --show-print-events



  4. The tool shall wait for the print events to be captured, reproduce the scenario
  5. Once the necessary print requests are made, press any key on the command prompt for the tool to continue reporting further
  6. You will see the message: “Do you wish to generate a full system report? <y/n>"
  7. Select your option
  8. The output (nxtreporter-[machinename].zip) will be generated on the desktop

Profiling information (Windows only)

If we request you to measure the performance of the Collector we will provide you the right version of the profiling file according to the specific version of the Collector you are using and ask you to go through the following steps:

  1. Unzip the nxtreporter-[version].zip file
  2. Copy the extracted files to a folder e.g. C:/Temp
  3. Also copy the ‘Profiling-x.x.x.x.zip’ to C:/Temp
  4. Run the following command(with Admin privileges) from the same path i.e. C:/Temp: nxtreporter.cmd -k C:\Temp\Profiling-x.x.x.x.zip  

Here the –k option is the new profiling option (the long form is –kernrate). The kernrate will be launched in the background profiling the collector components:

  1. To stop Kernrate press CTRL+C in the reporter window itself. You will need to enter y to save the logs.

This will terminate all instances of kernrate, collect the logs and zip them to the desktop.

Collector Reporter for Mac

If you are using a Mac Device with the Collector for Mac installed on it, you will find the Collector Reporter for Mac included inside the Collector installer package (dmg).

The file name is reporter and the steps to follow to execute it are these:

  1. Copy the file reporter from the Collector installer package to your Desktop
  2. Open the Terminal
  3. Execute the script with Admin privileges with: sudo ./reporter
  4. The file Nexthink_Reporter.zip will be generated in the directory where the script was executed (Desktop)

Applies to

  • Collector 6.x
  • Collector 5.x
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