Type:
Information
Summary:
This article describes how to download and run the NetLib Support Diagnostic, a diagnostic utility that can provide Tech Support with important information about your NetLib Encryptionizer Installation
Additional Information:
The NetLib Support Diagnostic is a utility that will collect information about the NetLib installation and the machine on which it is installed.
If you have a support issue, Tech Support will usually ask you to run the NetLib Support Diagnostic to begin to analyze your issue.
The Support Diagnostic does NOT collect any security information such as encryption keys.
To generate the Support Diagnostic output:
- Download and run our Diagnostic.
- Check option 3 (checked by default). Note: A technician may have asked you for additional options to check.
- If you have been instructed by technical support to check more of the options, please do so.
- Click Next to run the Support Diagnostic.
- Depending on the options chosen you may be prompted to start and/or stop SQL Server. If this will interfere with a critical production system, you can skip that step, however, the diagnostic may not be able to collect as much information as we would like.
- The diagnostic can take a little while to run.
- When complete, the diagnostic will place a file NLSUPPDIAGNOSTIC.LOG.TXT on your desktop. Depending on the options chosen it may also place a file NLSUPPDIAGNOSTIC.LOG.ZIP on your desktop. Please email the files to your support technician.
If the Diagnostic seems to hang or exit unexpectedly, you can recover the partial logs with this procedure:
- Terminate Support Diagnostic (if running)
- Start Support Diagnostic again
- Click the Recover button on the bottom left, then click OK
- Exit (Cancel) the Support Diagnostic
It should place this file on the desktop which you should email to us: NLSUPPDIAGNOSTIC.recover.zip