How to collect troubleshooting information for RX-RDP, RX420(RDP), RX300 and LEAF OS and submit to NComputing?

How to collect troubleshooting information for RX-RDP, RX420(RDP), RX300 and LEAF OS and submit to NComputing?

Please refer to RX-RDP, RX420(RDP), RX300 and LEAF OS user configuration guide for additional details:  https://support.ncomputing.com/portal/kb/articles/rx300-rx-rdp-user-configuration-guide

Collecting troubleshooting information

In case when NComputing Technical Support will have to be contacted to resolve any kind of technical issue with an RX-series device or LEAF OS system the troubleshooting logs should be collected on the affected device and provided to NComputing support representative. When preparing the troubleshooting file the device will capture its current configuration, collect numerous logs, and use internal tools to obtain additional information about the current state of the device.

The logs should be collected with all related peripheral devices still connected, after reproducing the issue in terminal session, and before rebooting the device. The troubleshooting file will be saved then to a connected USB mass storage device.


The admin can remotely collect the device troubleshooting file from PMC (2.7.0 and higher version) or manually from the device.

To collect the troubleshooting file from the device, click on Settings icon.

 

At the tabs on the left of the window, select "Support" and click on "Collect Logs". 

 

 

You will see your drive's name listed. Select it and click "Collect". 



The troubleshooting logs collection process will be started after selecting a storage device and clicking the [COLLECT] button.