Collecting Support and Troubleshooting Logs from PMC Appliance

Collecting Support and Troubleshooting Logs from PMC Appliance

Overview

The NComputing Support Team may ask you to share support files from PMC. These logs are essential for diagnosing matters like synchronization issues, licensing errors, or unexpected shutdowns.

To collect support files for the PMC (Endpoint Manager) appliance, you can use either the web interface or SSH, depending on the state of your system.

This is the standard method for generating a comprehensive support package:

  • Login: Access your PMC dashboard (e.g., https://<PMC_IP_Address>/pmc) using admin credentials.
  • Navigate: Click on the Administration tab in the top navigation bar and when the menu expands click Troubleshooting.
  • Generate: Click the Collect Troubleshooting Information button.
  • Collect: The system will compile a compressed archive and notify you of the location. You can click on the files list hyperlinked text, or navigate to the Files tab of the left-hand side menu.
  • Download: Locate the generated .tar.gz or .zip file in the list and click the download icon to save it to your local machine.

Visual Guide
Step 1: Navigate to Administration > Troubleshooting

Step 2: Click Collect Troubleshooting Information

Step 3: Access the Files list

Step 4: Download the support package

Notes
Note: This document assumes that you have already changed the credentials for PMC. However, according to your organization’s security guidelines, if you have not, the default credentials are:   
  • Default User: pmcadmin
  • Default Password: pmcadmin

2. Via SSH (Advanced)

If the web interface is unresponsive, you can access logs directly via the command line:

  • Connect: Use an SSH client (like PuTTY) to connect to the PMC appliance IP. Use your credentials to login.
  • Log Directory: Primary server logs are located at /home/pmc/pmc-server/logs/.
  • Real-time Logs: Use the command journalctl -u pmc-server -f to view live service activity.
Notes
Note: This document assumes that you have already changed the credentials for PMC. However, according to your organization’s security guidelines, if you have not, the default credentials are:   
  • Default User: root
  • Default Password: pmcadmin
Should you have any questions on this process, please contact our Support Team.

Article #KB869

Last Edited: 06/03/2026



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