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.

1. Via the PMC Web Interface (Recommended)

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

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 the PMC Virtual Appliance Text User Interface (TUI)

If the web interface is unresponsive, you can generate and extract logs directly from the Virtual Appliance console.

Step A: Generate Logs via Console

1. Access the PMC Virtual Appliance console (via your hypervisor or direct terminal).
2. From the main menu options, select Option 5: Collect Troubleshooting Info.
3. Select Option 1 to initiate the collection process.
4. The console will display the progress of the commands. Once finished, the log file path will be displayed on the screen.

Step B: Extract Logs via SFTP/SCP

Since the TUI does not provide a direct download link, you must move the file to your local machine:

1. Connect: Use an SFTP/FTP client (such as Termius or FileZilla) or a command-line tool like SCP.
2. Locate: Navigate to the directory path provided by the console in Step A.
3. Transfer: Download the compressed log file to your local machine and provide it to the NComputing Support Team.

Visual Guide

Step A: Access the Virtual Appliance and Select Option 5: Collect Troubleshooting Information

Select Option 1: Collect Troubleshooting Information

The console will display the progress of the commands. Once finished, the log file path will be displayed on the screen.

Step B: Connect via SFTP/FTP, locate the file and transfer it to your local machine for later sharing to the NComputing Support Team

 

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


Article #KB869

Last Edited: 06/03/2026