If you report a problem with Nx Connect, Nx Support will ask you for a debug file. The debug file contains information that helps developers diagnose and fix errors. This article explains how to download the debug file from the Support page in Nx Connect and what other information to send with it.
Before you begin
- Sign in to Nx Connect with the user account that has the problem.
- If you can, reproduce the problem right before you download the debug file.
| Note: The debug file contains data about the current user, the current Channel Partner, its Sub-Channel Partners, and its Organizations. Share the file only with Nx Support. |
Download the debug file
- In Nx Connect, open Settings through the gear icon in the bottom left corner.
- Under Settings, select Support. The Support page opens.
- Under Debug File, click Download Debug File. Your browser saves the
debug-file.jsonfile to its default download location.
Note: If your browser asks where to save the file, choose a location that’s easy to find, such as your desktop. |
Send the debug file to Nx Support
A debug file alone often isn’t enough to investigate a problem. When you submit your request, include the following information:
- The debug file.
- The email addresses of the affected users.
- What you were trying to do.
- What you expected to happen.
- What actually happened, including any error messages, screenshots or a screen recording.
| Note: A screen recording often shows more than a set of screenshots. It captures the full sequence of steps, so the Support team can see exactly what led to the problem. If you can, record your screen while you reproduce the problem. |
Authorized Nx Resellers submit their requests through the Network Optix support portal. If you’re an integrator or end user, please contact your authorized Nx Reseller or integrator.
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