Report IPNetwork errors

I believe IPNetwork Monitor encountered an error. How should I report that? Q: IPNetwork reported an error or crashed. What shall I do in such a case? A: We regret to hear that the program encountered a problem. While this is rare, it can occur. To help us resolve your issue quickly, please provide us with as much relevant information as possible by following these steps. Ensure the error can be reproduced. For instance, temporary network outages might prevent monitors from updating. Restarting the monitoring service often resolves this. If the problem continues, please gather the following information to help us pinpoint and fix the error.

1. Collect IPNetwork Monitor Log Files

Gather all log files from the C:\ProgramData\IPNetwork Monitor\logs directory. The primary IPNetwork Monitor’s log file is service.log. Attach these files to an email to our Support team. Please compress them (e.g., using WinZIP or a similar tool) if possible.

2. Obtain the Configuration File

Find the IPNetwork Monitor configuration file (nms.ini). This file is located in C:\ProgramData\IPNetwork Monitor.

3. Retrieve System Log Files (from Event Viewer)

Open the Event Viewer (found in Administrative Tools in the Control Panel) and search for entries mentioning “IPNetwork Monitor” If found, copy these events and paste them into your email.

4. Supplementary Information

In your email, please include your IPNetwork Monitor version, describe the steps to reproduce the error (what you did, the expected result, and what actually occurred), and attach the files detailed in steps 1-3. Send the email, and we’ll do our best to assist you. Note: If your database file is corrupted, we may be able to restore it. We can set up an FTP account for you to upload the database. Please contact us if you need database recovery. Note: Some errors are common and have known solutions. For instance, if the monitoring service frequently stops after starting, the database file may be corrupted. See the article about restoring corrupted databases.