Information for Support Ticket

• Customer name
• Asset's Support ID (UUID)
• A supportpack:
• Stop the Nodeware service
• Open a command prompt (as Administrator)
• In the command prompt, change the directory to C:\Program Files\Nodeware
• Run NodewareAgentService.exe packlogs
• In Windows Explorer, navigate to C:\Program Files\Nodeware and verify that the .supportpack file is there
• Restart the Nodeware service
• Attach the .supportpack file to this thread
• Note what's already been tried locally (e.g., service restarted, security software exception, Customer ID check)

• Customer name
• Asset's Support ID (UUID) 
• Contents of /usr/local/bin/nodeware/log
• Contents of /usr/local/bin/nodeware/tmp
• Note what's already been tried locally

• Customer name
• Asset's Support ID (UUID) 
• Contents of /usr/local/bin/nodeware/log
• Contents of /usr/local/bin/nodeware/tmp
• Note what's already been tried locally

• Sensor & Customer name
• Logs from C:\Program Files\Nodeware\log
• Confirmation of the Sensor service is running
• Results of a basic network connectivity check (ping, DNS)

• Sensor & Customer name
• Contents of /usr/local/bin/nodeware/log
• Contents of /usr/local/bin/nodeware/tmp
• Note what's already been tried locally

VMware (OVF) Sensor

Hyper-V Sensor

• Sensor & Customer name
• Confirmation of whether the VM is powered on and running
• Results of a basic network connectivity check (ping, DNS)

• Asset name and Support ID
• The exact status shown:
  • Fingerprint Pending (scan hasn't completed yet) or
  • Fingerprint Indeterminate (no open ports detected, usually a local firewall/security software block)
• Vulnerability scan status for the asset
• Whether it responds at all to basic network tests
• Confirmation that local firewall/security software was checked before escalating

• Customer name and asset name
• Whether the issue is initial setup or a credential showing a red/error status
• For setup, confirmation that WinRM (Windows) or SSH (macOS/Linux) is enabled on the target host
• For errors, confirmation the account and WinRM/SSH configuration were verified on the target host

• Device name and Support ID
• Supportpack
• Any Windows Update error code shown, for example:
• 0x80242008 — the installation was cancelled. Retry the task.
• 0x00000070 — The disk is full. Free up disk space on the asset and try again
• The current Patching Stage (In Progress / Pending)

• Device name and Support ID
• Application name
• Whether the install is user-level or system-level (affects whether remnant files remain after uninstall)
• Confirmation a vendor cleanup utility was run if uninstall remnants are the concern (e.g., CleanZoom for Zoom)

Decommission

Recommission

• Asset name and Support ID (Decommission List)
• Whether this is a manual decommission request or a question about the 30-day inactivity behavior
• For recommission, provide asset name and Support ID

• Asset name and Support ID
• The CVE ID or finding name in question
• A screenshot of the file path/version Nodeware flagged, alongside the version confirmed on the asset
• Steps already taken (patch applied, app removed, cleanup utility run) and screenshots of the current state

• Which PSA is involved (ConnectWise or Autotask)
• Whether this is initial setup or a connection/test-connection issue
• Confirmation that PSA-side credentials/permissions were verified first

• Customer name
• Report type attempted
• Detailed description of the issue

• Account details and the relevant invoice details (invoice number/date)
• Description of the discrepancy or question