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How to send more information to Nexthink Support?

Question

How to send more information to Nexthink Support?

Answer

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:
    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:

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

    Options:

    -h Show this usage information
    -n Enable special NTP logs for troubleshooting
    -m <valid@email.com> Enable special SMTP logs for troubleshooting
    -s Enable special SSO logs for troubleshooting
    -v Show script version

    If -s or -m options are run in an Engine only environment, they will have no effect,
    as these parameters are intended only for Portal Appliances.
    When no options are added, Script is run normally...
    /!\ Important notice:
    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.

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

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

info_nxt_support.tgz

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.

You can grab the support script file attached to this article with wget from any environment connected to the internet.

Current version: 17.07.rev002

Applies to

  • Nexthink 6.x
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