How to change software logging level and how to get logs

A Server log keeps a record of all Server transactions in basic text form, while a Desktop Client log keeps a record of all client interactions. In certain cases, to speed up and simplify a troubleshooting process, you might be asked to provide us with Server or Desktop Client logs.

There are multiple ways of obtaining these logs.

• Through the desktop client interface
• Directly from the application directory
• By Following logfiles in real-time as described in THIS support article

Through the Desktop Client interface

To manage log files:

•for Client and Server: Main Menu > System Administration > Advanced > Logs Management

•for Client only: Main Menu > Local Settings > Advanced > Logs Management (does not require to be logged into a System).

Before downloading log files, it is necessary to understand Log Level – the amount of information that the system components record to the log files.

Each component has the following log levels:

•NONE – no log files are written (default for Desktop Client)

•ERROR – only errors and critical failures are written

•WARNING – warnings (predefined messages from developers), errors, critical failures

•INFO – same as WARNING plus informational messages predefined by developers (default log level for Servers)

•DEBUG – same as INFO plus auto generated messages about the actions performed by the application (recommended when reporting an issue)

•VERBOSE – same as DEBUG, but records full track of everything that the application does (very big amount of data). Slows down the application, so definitely not recommended for a long-term run. Might be requested by developers. In this case switch to this log level, collect the log files once the issue is reproduced and switch back immediately after.

Log level and additional parameters can be configured in Logs Management > Settings:

•for Client and Server: select the components that you want to configure (It is not possible to configure logs on offline servers) and click Settings

•for Client only: just click Settings in Local Settings > Advanced > Logs Management.

The following settings can be configured:

•Logging Level – explained above.

•Limit Max Volume – the maximum total size of the log files. Once the size hits the limit, the oldest records will be erased.

•Split File by Size – size of the single log file. Once the size hits the limit, the new file will be created until the Max Volume limit is reached by all log files.

•Split File by Time – if enabled, the new file will be created once in a specified period of time (12 hours at the example above) until the Max Volume limit is reached by all log files.

•Reset to Defaults – to revert settings to the original ones.

The changes will be applied once you click OK.

To view Server Logs view in browser, right-click on the desired server in Resource Tree and choose Server Logs from the context menu. The log will open in a web browser.

To Obtain Server and/or Client Logs

1.Open Logs Management.

2.Select the components that you want to download log files for

3.Click Download

4.Choose the folder which will be used to save log files

To Obtain Client Logs (alternative way)

1.Open Logs Management.

2.Click Download

3.Choose the folder which will be used to save log files

Log files are downloaded as zip archives with the following names:

•client_<date> - <time>.zip – client logs

•<server_name> - <server_guid> - <date> - <time>.zip – Server logs (for each Server in the System)

Server logs archive contains the following:

•system_XXX.log – System events (licenses related events server start/stop, critical issues)

•main_XXX.log – Server events (everything else).

Directly from the application directory

Note: Use the toggle to collapse ▼ or expand ▶ the instructions for your desired OS. 

How to change Server logging level

Note: DEBUG and VERBOSE log levels might cause extra resource usage increase. Always consider changing the settings below back to the default state. 

You can modify the level via the web admin or configuration file.

Web Admin

To change the log level through the Web Admin interface:

1. Navigate to the Web Admin interface and log in with Administrator level credentials.
2. Click on the appropriate Server under the Servers section.
3. Open the hidden "Advanced" section of the Web Admin interface by appending ?advanced=true to end of the URL.
   For example:
   

   https://127.0.0.1:7001/#/settings/servers/726a51c4-d15e-34d9-c394-19b7bcf9402e?advanced=true

4. Once you are in the Advanced view, go to the Log Settings section.
5. Locate the MAIN log level drop-down menu and choose the option as instructed by our support team (usually it will be Debug: Log every System message and debug information).
6. Click Save.

Server Configuration File

You can change the log level through a Windows Registry file or a Linux configuration file. 

Windows

1. To increase logging level open the registry editor (win key + R -> regedit -> enter) and navigate to

   HKEY_LOCAL_MACHINE\SOFTWARE\Network Optix\Network Optix Media Server

2. Add the logLevel string, and set the desired value (e.g., DEBUG). Click OK to save.
3. Restart the Media Server to apply changes
4. Server logs will be available at

   C:\Windows\System32\config\systemprofile\AppData\Local\Network Optix\Network Optix Media Server\log

Ubuntu

1. To change the log level, open vi editor and modify the server config file:

   /opt/networkoptix/mediaserver/etc/mediaserver.conf

2. Add logLevel string, and set the desired value (e.g., DEBUG2). Save the modified file.
3. Restart the Media Server to apply changes
4. Application logs will be available at

   /opt/networkoptix/mediaserver/var/log

 

 How to find Server logs

You can find the log files on the server machine.

Windows

1. Navigate to

   C:\Windows\System32\config\systemprofile\AppData\Local\Network Optix\Network Optix Media Server\log

Ubuntu

1. Navigate to

   /opt/networkoptix/mediaserver/var/log/

 

How to change Desktop Client logging level

You can change the log level through a Windows Registry file, a Linux configuration file, and a Mac configuration file. 

Windows

1. Stop all running Desktop client instances (videowall included) on the specific client computer.
2. To increase logging level open the registry editor (win key + R -> regedit -> enter) and navigate to

   HKEY_CURRENT_USER\SOFTWARE\Network Optix\Network Optix HD Witness Client

3. Find the logLevel variable. Double click it and set the desired value (e.g., DEBUG). Click OK to save.
4. Start the client to apply changes
5. Application logs will be available at

   C:\Users\%username%\AppData\Local\Network Optix\Network Optix HD Witness Client\log

Ubuntu

1. Stop all running Desktop client instances (videowall included) on the specific client computer. 
2. To change the log level, open vi editor and modify the client config file:

   /home/%username/.config/Network Optix/Network Optix HD Witness Client.conf

3. Find the logLevel string and set the desired value (e.g., DEBUG2). Save the modified value.
4. Start the client to apply changes

Mac

1. Stop all running Desktop client instances (videowall included) on the specific client computer. 
2. Open Terminal and run the following command to convert the Desktop Client's config file from binary to .xml format: 
   

   plutil -convert xml1 ~/Library/Preferences/com.network-optix.Network\ Optix\ HD\ Witness\ Client.plist

3. Open the converted config file with vim:

   vim ~/Library/Preferences/com.network-optix.Network\ Optix\ HD\ Witness\ Client.xml

4. Find the line <key>logLevel</key> by entering the search command /logLevel.
5. Enter edit mode by pressing i and edit the line directly under the highlighted search result. It should be changed from <string>none</string> to <string>DEBUG2</string>. If it can't be found in the file, create the <key>logLevel</key> entry yourself.
6. Press the ESC button. Type the command :wq and press ENTER.
   
   

How to find Desktop Client logs

You can find the log files on the client machine.

Windows

1. Navigate to

   C:\Users\%username%\AppData\Local\Network Optix\Network Optix HD Witness Client\log

Ubuntu

1. Navigate to

   /home/%username%/.local/share/Network Optix/Network Optix HD Witness Client/log

Mac

1. Navigate to

   ~/Library/Application Support/Network Optix/Network Optix HD Witness Client/log

 

Questions

If you have any questions related to this topic or you want to share your experience with other community members or our team, please visit and engage in our support community or reach out to your local reseller.