The Sophos Diagnostic Utility (SDU) collects vital system information as well as log files for all Sophos products that are installed on the computer. If you have not already done so you can download and install or locate the SDU by following article Sophos Diagnostic Utility (SDU): How to locate and download. The instructions below describe how to run and send the results to Sophos Technical Support.
Applies to the following Sophos products and versions Sophos Diagnostic Utility
In managed Sophos environments, the Sophos Diagnostic Utility may be available in more than one location.
Running Sophos Diagnostic Utility from Autoupdate cache, Distribution Location, or ZIP extraction
Running an installed version of the Sophos Diagnostic Utility (EXE Version)
After the Sophos Diagnostic Utility has been launched
Note: Alternatively you can run the program from the folder /Library/Sophos Anti-Virus/Tools/. Example:
Log into SophServ our case management portal where you can open, view, and manage your current tickets:
Note: You will have to register with Sophos ID and have your SophServ access approved when using the portal for the first time.
For more information on SophServ refer to Frequently asked questions on SophServ, the customer case management portal.
Note: You must be provided with credentials to upload to the FTP server, these will be issued by Support or an account manager.
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