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Nx Server or Nx Desktop Client Crash Troubleshooting

Nx Support
Updated

In rare occasions, the Media Server or Desktop client may crash. While usually isolated, if you are experiencing recurring issues, please follow these steps to provide our Support team with the necessary data.

Locate Existing Crash Dumps

Before changing any settings, check if your system has already generated standard crash reports.

For Windows

Component Directory Path
Media Server C:\Windows\System32\config\systemprofile\AppData\Local\*.dmp
Desktop Client C:\Users\<user>\AppData\Local\*.dmp
NOTE: Look for filenames containing mediaserver.exe, HD_Witness.exe, or Nx_Witness.exe. Ensure the timestamps match your most recent crash.

For Ubuntu Linux

Component Directory Path / Method
Media Server

/opt/networkoptix/mediaserver/var/crash/*mediaserver*.gdb-bt
or 
/opt/networkoptix/mediaserver/bin/core
Desktop Client /home/<user>/desktop_client*.gdb-bt

Generate Full Crash Dumps (Optional)

Skip this step unless specifically requested by the Nx Support Team. Standard dumps are often enough, but "Full" dumps provide the detailed memory stack needed for complex debugging.

1. Enable "createFullCrashDump"

You must modify the configuration to change the value in the createFullCrashDump parameter from false to true.

For Windows

  • Nx Server: Edit through regedit: HKEY_LOCAL_MACHINE\SOFTWARE\Network Optix\Network Optix Media Server\createFullCrashDump 

  • Nx Desktop: Edit: C:\Users\<user>\AppData\Local\Network Optix\Network Optix HD Witness Client\local\createFullCrashDump

For Ubuntu Linux

  • Nx Server: Edit /opt/networkoptix/mediaserver/etc/mediaserver.conf > createFullCrashDump 

  • Nx Desktop: Edit ~/.local/share/Network Optix/Network Optix HD Witness Client/settings/local/createFullCrashDump

2. Reproduce and Collect

  1. Restart both the Media Server and the Desktop client.

  2. Reproduce the crash by following the same steps that caused the initial failure.

  3. Verify file size: Full crash dumps are large (often several hundred MBs). If the file is only a few KBs, it is likely not a full dump.

Upload and Ticket Submission

Because these files are large, do not attach them directly to an email.

  1. Upload the dumps to a cloud service (Google Drive, Dropbox, etc.).

  2. Set permissions to "Anyone with the link can view" so our team can download them.

  3. Open a Support Ticket and include the download link along with your software version and build number.

NOTE: Revert your settings! Once you have collected the dumps, change createFullCrashDump back to false. Keeping this enabled can lead to high CPU/RAM usage and quickly exhaust your disk space.

Advanced Windows Error Reporting (WER)

If the VMS fails to produce its own dumps on Windows, you can force the OS to catch the crash:

  1. Open Registry Editor and navigate to:

    HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\Windows Error Reporting\

  2. Create a new Key named LocalDumps.

  3. Inside LocalDumps, create the following values:

    • Expandable String Value: DumpFolder (Set to a path like C:\dumps)

    • DWORD (32-bit): DumpCount (Set to 2)

    • DWORD (32-bit): DumpType (Set to 2 for Full Dumps)

  4. After the crash occurs, retrieve the files from your specified DumpFolder.

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