On rare occasions, the Nx Mediaserver application may become unresponsive. This article will assist in identifying symptoms and actions you can take to help the support team resolve your issue. 

Symptoms

Occasionally, processes executing within a Server become hung up, leading to one or more of the following situations:

1. Nx Server appears to be running but is unresponsive.
2. Nx Server is unreachable with either Nx Desktop or Nx WebAdmin.
3. Sometimes only a part of a feature might not be responding while other features work fine.
4. Restarting the Nx Server application solves the issue for a limited time.

It is essential for anyone who experiences the above symptoms to follow the steps below so that the Nx Support and Development teams can identify and fix the underlying causes.

Prerequisites for further investigations

Please, follow the steps below: 

1. If possible, please provide detailed steps as to how we can reproduce the same symptoms. The more details that are provided, the higher the chance that the issue will be resolved sooner.

2. Share the content of the Nx Server logs folder.
   For Windows: 

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

   For Linux:

   /opt/networkoptix/mediaserver/var/log

3. Create a memory dump of the running Nx Server process and share it.
   
   For Windows:
   1) Open Task Manager (Ctrl+Alt+Del > Task Manager)
   2) Click More Details or Show information for all processes
   3) Find the process Nx Witness Media Server
   4) Right-click it and select Create dump file
   5) A message will display showing the location of the new dump file.
   
   In Linux:
   1) Open Terminal and find the process ID (PID) of the Nx Server:

   pidof mediaserver-bin

   2) Use gcore to collect the memory dump. Replace vmspid with the Nx Server's PID and run the following command:

   gcore vmspid

   Unless a custom file path was entered, the memory dump file can be found in the /core/ directory (e.g. /core/mediaserver-bin-<PID>-dumptimestamp).
   Note: It may take some time for gcore to generate the memory dump file.
   
   3) Once the memory dump has been generated, replace DumpFilePath with the memory dump's file path and run the following commands in Terminal:
    

   echo "t apply all bt 25" | gdb mediaserver-bin DumpFilePath >report.gdb-bt 2>&1

   4) The Nx team will need the resulting report.gdb-bt file for the investigation.

4. Wait for 5 to 10 minutes and try to trigger the symptoms again. Try to rename the server in the Resource Tree. 
5. Repeat step 3 to create a second more memory dump.
6. Restart Nx Server as a temporary solution.
7. Send the Nx Server logs, both memory dump files, and any other information you collected to your reseller, or create a topic in the Nx community forum and share the collected information. 
   
   Note: Since the files can be rather big, please use a cloud storage service (Google Drive, Microsoft OneDrive, Nextcloud, WeTransfer, etc.) and provide a link to the files, so our support agents can download the package.