Hardware ID (HWID) changed and license is not recording

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Affected Roles: System Owner • System Administrator

Related Apps: Nx Server

Difficulty: Medium

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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.

We will also need the files below

• Windows:
  • C:\Windows\System32\config\systemprofile\AppData\Local\<customization>\<customization> Media Server\log\hw_log
  • C:\Windows\System32\config\systemprofile\AppData\Local\<customization>\<customization> Media Server\ecs_static.sqlite
• Linux:
  • /opt/networkoptix/mediaserver/var/ecs_static.sqlite
  • /opt/networkoptix/mediaserver/var/log/hw_log