Information for Troubleshooting – IGI / Nodeware

When there are issues with individual assets:
a. Navigate to the asset.
b. Record and provide the Customer name where the asset resides.
c. Click the Support ID icon on the asset (see pic below). It will copy the UUID. Paste the UUID in a support ticket along with an explanation of the issue.

Support ID.jpg

d. Provide either the supportpack or logs (per the table below) to the support ticket.

Agent/Sensor	Needed for Troubleshooting
Windows Agent	Supportpack Stop the Nodeware service Open a command prompt (Run as Administrator) Navigate to C:\Program Files\Nodeware Run NodewareAgentService.exe packlogs Attach the .supportpack files to the support ticket Restart the Nodeware service
macOS Agent	usr/local/bin/nodeware/log usr/local/bin/nodeware/tmp
Linux Agent	usr/local/bin/nodeware/log usr/local/bin/nodeware/tmp

Windows (Software Sensor)	C:\Program Files\Nodeware\log
VMware (OVF) (VM Sensor)	Sensor name
Hyper-V (VM Sensor)	Sensor name
Linux Sensor	usr/local/bin/nodeware/log usr/local/bin/nodeware/tmp

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