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Resources for troubleshooting

You can use the files containing troubleshooting logs, configuration, and endpoint information to diagnose and resolve connectivity, authentication, and performance issues with VPN tunnels established through the Sophos Connect client.

These log files don't have a maximum size limit. However, each log file undergoes a single rotation. Log rotation stores the previous session's logs in another file.

Each time users restart their endpoint or the Sophos Connect client, logs generated since the previous restart are stored in a .old file, for example, openvpn.log.old, and logs generated since the current restart are stored in the openvpn.log file. Log rotation doesn't apply to .txt files.

The technical support report available in the Sophos Connect client generates a .zip file containing the following log and text files.

Sophos Connect files

File	Content
`openvpn.log`	Connection details, including attempts and status Virtual interface and packet flow information Error messages
`charon.log`	strongSwan operations, including security events and configuration changes IKE (Internet Key Exchange), ESP (Encapsulating Security Payload), and packet flow information
`scvpn.log`	Log messages for all VPN events Includes sign-in, connection, and disconnection information
`scgui.log`	Version details for the Sophos Connect client, OpenVPN, and the WebView2 engine Log messages for SSO sign-ins
`configs.txt`	Configuration details of imported connections Information from the `.pro`, `.ovpn`, and `.scx` files Doesn't contain personally-identifiable information

Endpoint information files

File	Content
`route.txt`	Endpoint's routing tables
`ipconfig.txt`	Endpoint's IP configuration
`systeminfo.txt`	Endpoint's system information

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