Sophos Support may ask you to gather logs from your Sophos for Virtual Environments estate to assist with troubleshooting. This knowledge base article explains how to gather these logs and submit it to Sophos.
The following sections are covered:
Applies to the following Sophos product(s) and version(s) Sophos For Virtual Environments
Logs can be gathered for support both from the Security Virtual Machine (SVM) and also from the Guest Virtual Machine running the Guest VM Agent.
These logs are stored in the extraction directory of the installer. By default this is:
The log name is install-yyyy-mm-dd_hh-mm-ss.log.
To create the diagnostic bundle, trigger the diagnostic utility to gather the logs on the Security VM itself:
Once gathered, the logs are stored on the SVM in a password protected share. This can be reached by navigating to the address below and entering the username of sophos and the support password specified during the installation of the SVM:
\\<SVM IP ADDRESS>\logs
Note: Replace <SVM IP ADDRESS> with the IP address of the primary network interface specified during the SVM installation Wizard.
<SVM IP ADDRESS>
In this folder, the logs are contained in the logs.tgz archive which can be submitted to Sophos support.
Send these logs to support by either:
A set of useful logs can be gathered from the Guest Virtual Machine by running the general Sophos Diagnostic Utility (SDU).
Sign up to the Sophos Support SMS Notification Service to get the latest product release information and critical issues.
Every comment submitted here is read (by a human) but we do not reply to specific technical questions. For technical support post a question to the community. Or click here for new feature/product improvements. Alternatively for paid/licensed products open a support ticket.