If your Hardware ID (HWID) has changed unexpectedly and your license is unavailable, please provide the following details to help us investigate the issue efficiently.

Required Information:

1. Description of the Issue: 
   • Include a detailed explanation of the problem. 
   • Share any potential reasons you suspect for the HWID change (e.g., hardware upgrades, server modifications).
2. Screenshot of the Licenses Tab: 
   • Navigate to the Main Menu > System Administration > Licenses Tab.
   • Capture and send a screenshot of this tab.
3. Current Hardware ID: Provide your current HWID. (Please, a copy/paste instead of a screenshot)
   Need help finding it? Please check THIS support article.
4. Activated License Keys:
   • Share one or more license keys that were activated on your system. (Please, a copy/paste instead of a screenshot)

Files to Include:

Please attach the following files based on your operating system:

For 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

For Linux:

/opt/networkoptix/mediaserver/var/log/hw_log

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