Troubleshoot

You can troubleshoot problems with the following tools:

• Endpoint Self Help: This tool lets you gather data on problems and identify possible causes.
• Sophos Diagnostic Utility: This tool lets you generate logs that Sophos Support can use to investigate problems.

Endpoint Self Help

To use Endpoint Self Help, do as follows:

1. Click About in the lower right of the page.

   

2. Click Open Endpoint Self Help Tool to start. Alternatively, you can follow the link to the Community Forum.

   

Sophos Diagnostic Utility

The Sophos Diagnostic Utility (SDU) collects logs that you can send to Sophos Support for analysis.

You can run SDU from the user interface or from the command line.

• The user interface version collects a preconfigured set of logs.
• The command-line version lets you specify the log types you want and how to export them.

Run SDU from the user interface

To run SDU, do as follows:

1. Click About in the lower right of the page.

2. Click Open Endpoint Self Help Tool.

3. Click Launch SDU.

   

4. Click Start.

   The tool collects log information about Sophos products on the device.

   

5. When log collection finishes, click Submit to send the logs to Sophos.

Run SDU from the command line

Command-line SDU lets you configure log collection. You can also use it to generate forensic logs. See Forensic logs.

1. In your program files, go to Sophos/Sophos Diagnostic Utility.
2. Run sducli.exe from the command line.

You use parameters to configure SDU.

Help

Shows the help for SDU.

-help

System information

Collects system information. This is on by default, unless you use SDU's forensic logs mode.

-[no-]sysinfo

Sophos product logs

Collects logs from Sophos products. This is on by default, unless you use SDU's forensic logs mode.

-[no-]sophos

Output name

Creates output at the path you specify. The default path is <output>\<dirhostname>_timestamp_sdulog.zip.

-outputname="<path>"