How to run the collector reporter on version 6.21 and higher

Question:

How to run the collector reporter on the device with the Collector installed V6.21 and higher?

Answer:

Nexthink Collector Reporter is a troubleshooting tool for the Nexthink Collector which runs on Windows and creates a bundle of files relevant for investigating and troubleshooting Nexthink collector related issues.

Since collector version 6.21 and higher the collector reporter is part of the collector package itself and can be found under C:\Program Files\Nexthink\Collector\Reporter.

Steps:

For connection and simple issues the instructions below can be followed.

Please follow these steps below in order to capture the required output in nxtreporter.

1. Open a CMD on the endpoint in question with administrative privileges.

2. Set the collector in debug mode by with the following command: nxtcfg /s logmode=2

3. Restart the collector with: nxtcfg /restart

4. Wait for about 15 minutes for the collector to fully startup and to initialize connections

5. Run the nxtreporter.exe from C:\Program Files\Nexthink\Collector\Reporter

6. Upload the output file by the nxtreporter and a copy of "nxtcfg /l" output to Nexthink support

Note: The output zip file by default is found under C:\users\%username%\Appdata\Local\Temp

Upload the output file created by the nxtreporter to Nexthink support for analysis.

For problems with an intermittent nature or where one has to reproduce a certain behavior the instructions below can be followed.

Note: Leaving the collector in debug mode has almost no impact. However, we strongly advise reverting to normal log mode once the issue is reproduced.

1. Open a CMD on the endpoint in question with administrative privileges.

2. Set the collector in debug mode with the following command: nxtcfg /s logmode=2

3. Restart the collector with: nxtcfg /restart

4. Wait for the problem to happen or for certain behavior to be reproduced.

5. Run the nxtreporter.exe from C:\Program Files\Nexthink\Collector\Reporter

6. Upload the output file created by the nxtreporter to Nexthink support for analysis.

Note: The output zip file by default is found under C:\users\%username%\Appdata\Local\Temp

7. Revert debug mode with the following command: nxtcfg /s logmode=0

To see the list of items the Collector Reporter gathers from the system please refer to the following community document: What does the Collector Reporter gather from the system?

It is the customer’s responsibility to ensure that these files do not contain personal data as Nexthink does not require personal data to provide its support services. Customers are requested to anonymize all files before sending them to Nexthink.

Note: If you have ACT module, You can also use RA for setting collector to debug mode and gathering the collector reporter: https://www.nexthink.com/library/collector-configuration/