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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
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