Hardware ID (HWID) changed and license is not recording

What information do I need to send Nx support?

In order to investigate a sudden change in the Hardware ID (HWID) of your System, we will need details such as

• a description of the issue, including what in your opinion, may have caused the Hardware ID of the system to change (any hardware changes, modifications to the System, etc.);
• a screenshot of the Licenses tab found in Main Menu > System Administration;
• your current Hardware ID (what is it and how do I find it?); and
• one or more of the license keys that have been activated on the system.

Files that you will need to send us

• Windows:

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

  • C:\Windows\System32\config\systemprofile\AppData\Local\Network Optix\Network Optix Media Server\ecs_static.sqlite

• Linux:

  • /opt/networkoptix/mediaserver/var/ecs_static.sqlite

  • /opt/networkoptix/mediaserver/var/log/hw_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.