These guidelines are intended to assist NoMachine customers and users evaluating NoMachine software in gathering the relevant diagnostic information from the system and define with accuracy the case they intend to report. They apply to NoMachine version 4 or higher.

You have to gather the following information:

• - What version and type of NoMachine server are you running on the server side?
• - On which platforms has it been installed?
• - Have you downloaded the latest packages from your Customer Area or from the NoMachine web site?
• - What type of session was being run on the server: connection to the physical desktop, virtual desktop, RDP, VNC or XDM session?
• - In the case of virtual desktop, is this a desktop session or a custom session (single application)?
• - In case of virtual desktop, is the X11 vector graphics mode (previously known as “lightweight” mode) enabled?
• - In the case of desktop session, which desktop environment is run inside the session? (For example KDE, GNOME)
• - In the case of custom session, which application(s) is run inside the session?
• - Do other applications show the same problem?
• - Do the applications listed as supported by NoMachine show the same problem?
• - What steps led to the failure/odd behaviour?
• - Can the problem be reproduced on a regular basis? If so, what steps are required?
• - Does the problem affect only one user or all the users?
• - What is the local operating system of the user(s) experiencing the problem?
• - What version of NoMachine client is installed on the user's local machine?
• - If the problem didn't occur before, are you aware of any changes made to the target systems that might have triggered the issue?
• - Were any messages or other diagnostic information produced? If so, what were they?
• - Were there any error number(s) or any messages received during the time of issue?
• - Is there any reference in the Knowledge Base to a similar problem?

Please see the following documents on how to extract the logs if the Support Team requests them:

https://www.nomachine.com/AR07K00677