Question

How to send more information to Nexthink Support?

Answer

If your Nexthink environment is in 6.24 or above, please follow our new instructions available here.

For older versions, please execute the file info_support.sh you'll find attached to this article as explained below and send us the output file.

1. Download info_support.sh and upload it on the Nexthink Appliance to /home/nexthink
2. Connect to the Appliance using the command-line interface (CLI)
3. Modify the permission on the file using the following command:
   sudo chmod +x info_support.sh
4. Run the script using the following command:
   sudo ./info_support.sh

We have also recently added the possibility to parse some parameters and options depending on the issue faced by customers:

• If issue is related to alarms, email digests or system alarms not being sent, use -m parameter.
• If issue is related to Windows authentication of users in Portal or Finder, use -s parameter.

Usage:

sudo ./info_support.sh [options [parameters]]

Options:

-h Show this usage information

-m <valid@email.com> Enable special SMTP logs for troubleshooting

-s Enable special SSO logs for troubleshooting

-r Remove any previous output in the current path

-w Show current hardware specifications

-v Show script version

-s or -m options are only intended for Portal Appliances.

Always check you are using latest version of the script (-v).

When no options are added, Script is run normally.

5. Attach the following output file to your existing support ticket or create a new one: info_nxt_support-*.zip

Since appliance version 6.24 and higher you can now run support script directly from the appliance's webconsole.

To run the Support script from the Web Console:

1. Log in to the Web Console of the concerned Appliance.
2. Select the APPLIANCE tab at the top of the Web Console.
3. Click Support from the left-hand side menu.
   • When retrieving data from the Portal Appliance, tick any of the choices under Extra options, if requested by Support:
     1. Tick SMTP logs to include the logs related to the sending of emails from the Appliance (notifications and digests).
     2. Tick SSO logs to include the logs about the authentication of users through single-sing on.
4. Click the button RUN SCRIPT under Run support script.

The execution time of the Support script can take up to approximately 20 minutes. Avoid restarting the Appliance while the script is running.

Sending the results to support

To get the results from the Web Console, still from the Support page:

1. Click the button DOWNLOAD RESULTS under Script results.
   • The date and time of the last created file appear to the right of the button.
   • If no results are yet available, the message No Support script results found is displayed instead.
2. Attach the downloaded file to your answer in the support ticket.

Information gathered

This script will export hardware configuration such as CPU and RAM information as well as configuration and log files from the Appliances hosting either the Engine or the Portal. This output will help us getting a better and clearer picture of the current situation and overall health of the environment. Depending on the issue we might need to retrieve sensitive information from your environment, such as SMTP server IP, email for testing purposes, AD server information and other logs, however this is used internally only for debugging purposes in order to solve your issue and is deleted once it has been solved. We also remove all usernames and passwords during script execution.

It is the Customer’s responsibility to ensure that these files do not contain Personal Data as Nexthink does not require Personal Data to provide its Support services. Customers are requested to anonymize all files before sending them to Nexthink.

You can also grab the support script file attached to this article with wget from any Nexthink Appliance connected to the internet using the following command:

wget https://nexthink.zendesk.com/hc/article_attachments/360004421440/info_support.sh

Current Version(for Nexthink environments lower than 6.24 only): 19.09.rev001

Applies to

• Nexthink 6.x