Workstation and Network Data Collector (rntinfo.bat utility)

The Workstation and Network Data Collector is a .bat utility that can be run on a work station to collect pertinent system and performance information. This information is written to a text file so that our RightNow support agents can review and evaluate the following:

• Workstation information -- including memory and disk space
• Network connectivity -- traceroute information with loaded packets
• Component Manager Log file -- list of RNT components that have been downloaded to the machine

If you have reported performance issues related to your RightNow application, your Support Account Manager may request that you run the data collector .bat utility and attach the resulting .txt file to the incident.

To run the RNT_Info.bat utility, use the steps below. Typically, when the file runs, it will take 2-3 minutes for the file to run. Upon completion, the window will close automatically and a new text file named rntinfo is saved to your desktop.

Obtaining Site and Interface name: To run this file, you must know the site name and interface name for the application. On-premise customers should contact your IT staff for this information.

1. Click on the file attachment below named rntinfo.bat and save the file to the desktop of your local machine.  Once it has fully downloaded, run the file.
2. At the prompt, enter the site name and press Enter. The site name is the same as the database name shown in Site Stats from the My Stuff tab (example: acme).
3. At the next prompt, enter the interface name and press Enter (example:  acme.custhelp.com).
4. While the check is performed, text will scroll in the window and then periodically pause. Leave the window running; it will close automatically upon completion.
5. When complete, a file named rntinfo.txt will be saved to your desktop.
6. Attach the rntinfo.txt file to your incident and update the incident.

It would also help us more quickly resolve your issue if you could please include answers to the following:

1. Does your network use a proxy server?  If so, what kind?
2. Does your network use a hardware firewall?  If so, what kind?
3. Does the affected PC(s) run a local firewall or anti virus program?  If so, what kind?
4. If an unaffected user logs into an affected person's PC, does the issue persist?
5. If an affected user logs into an unaffected person's PC, does the issue persist?