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https://docs.sophos.com/nsg/sophos-firewall/19.0/Help/en-us/webhelp/onlinehelp/index.html?contextId=tools-generate-ctr

How to generate a CTR

You can increase the number of log lines and get debug-level logs in the Consolidated Troubleshooting Report (CTR).

Note

Debug mode is turned off for all subsystems by default.

Increase the log details

Changing the log lines is a global setting. It applies to all the service subsystem logs in the CTR. Debug mode must be turned on individually for each subsystem.

Increase the log lines

You can increase or decrease the number of log lines captured in the CTR for all the service subsystems. The CTR includes all the log lines for the default subsystems, such as syslog and postgres.

To change the number of log lines, do as follows:

  1. Sign in to the CLI and enter 4 for Device console.

  2. Enter the following command:

    system diagnostics ctr-log-lines <25-10000>
    Example 
    system diagnostics ctr-log-lines 10000

Turn on debug mode

You can turn on debug mode for individual subsystems to get debug-level logs on the CLI and in the CTR.

To turn on debug mode, do as follows:

  • For the system controller logs, enter the following command:

    system diagnostics CSC debug

  • For each service subsystem log you want, enter the following command:

    system diagnostics subsystems <subsystem> debug on
    Example 
    system diagnostics subsystems Pktcapd debug on

Note

Currently, you can only turn on debug mode for some service subsystems. See Debug-level logs.

Generate the CTR

To generate the CTR, do as follows:

  1. Make sure you've reproduced the issue you want to report.
  2. Sign in to the web admin console and go to Diagnostics > Tools.

  3. Under Consolidated troubleshooting report, select the following options:

    1. System snapshot: This doesn't require debug mode.
    2. Log files

  4. Enter the reason for generating the CTR.

  5. Click Generate.
  6. Click Download.

Turn off debug mode

The log files increase in size when debug mode is on. To free up disk space, turn off debug mode after troubleshooting is complete.

To turn off debug mode, do as follows:

  1. Sign in to the CLI and enter 4 for Device console.

  2. To turn off debug mode, do as follows:

    1. For the system controller logs, enter the following command:

      system diagnostics CSC debug

    2. For each service subsystem log you want, enter the following command:

      system diagnostics subsystems <subsystem> debug off
      Example 
      system diagnostics subsystems Pktcapd debug off

  3. Email the CTR or share it through FTP with Sophos Support. See Connect to Sophos FTP server using an FTP client.

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