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 the following information:
- 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?).
- One or more of the license keys that were activated on the system.
Files that you will need to send us
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
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.