Troubleshooting logs and CTR

You can download individual log files or generate a Consolidated troubleshooting report (CTR).

Troubleshooting logs

To download individual log files, do as follows:

1. Go to Diagnostics > Tools.
2. Scroll down to Troubleshooting logs.
3. Select the files and click Download.

Consolidated troubleshooting report

You can generate a CTR and download all the log files and a system snapshot. The encrypted file includes the system's current status and log files with details, such as the active processes and resource usage.

You can generate a CTR and send it to Sophos Support to diagnose and troubleshoot an issue. The firewall generates the file with the following name format: CTR_<APPKEY>_<MM_DD_YY>_<HH_MM_SS>

• APPKEY: Firewall's serial number.
• MM_DD_YY: Date of report generation.
• HH_MM_SS: Time of report generation.

Generate a CTR

To generate a CTR, do as follows:

1. Turn on Generate CTR for.
2. To generate a snapshot of system issues, select System snapshot.

3. To collect all the log files, select Log files.

   Note

   Some log files in the CTR only show the number of log lines specified on the CLI. See How to see logs.

4. Enter a reason for generating the CTR.

5. Click Generate.

Log lines in CTR

By default, the CTR includes 10,000 log lines for the service subsystem logs. You can lower this limit on the CLI. The log files and the number of lines they show in the CTR are as follows:

• Default subsystems: These log files always include all the log lines.
• Service subsystems: These log files are limited to the configured number of log lines.

To lower the CTR limit, sign in to the CLI, enter 4 for Device console, and enter the following command:

system diagnostics ctr-log-lines <number>

Debug-level logs

You can turn on debug mode for each subsystem to get debug-level logs. You'll get the detailed logs with Troubleshooting logs, CTR, and on the CLI.

You can only turn on debug mode for the following subsystems.

More resources

• Diagnostics