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, see article Sophos Diagnostic Utility (SDU): How to locate and download for information on how you can download and install, or locate the SDU. 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 UtilitySophos Anti-Virus for Linux 9.15.0Sophos Linux Security 10.4.0
Sophos Endpoint (On-Premise) and Standalone
Sophos Central Windows Endpoint/Server
Sophos Diagnostic Utility 1.26.0 and below:
Sophos Diagnostic Utility 6.2 and above:
Note: This version of the SDU is being released on the 18th February 2020.
SDU Submitted to URL: https://sdu-feedback.sophos.com/prod/7a1cd20a-95fc-5786-bf14-1873043abecd_2020-01-17-10-36-50.zip
Note: If you do not want to use either of the options provided in the utility, the diagnostic output can still be sent to support using one of the alternate methods detailed below.
Note: To use the Upload to Sophos option you must allow a connection to sdu-feedback.sophos.com on port 443 via any firewall. If the connection is blocked the upload will fail and the following (example) window will appear:
Note: The URL location provided in the log cannot be accessed by design.
Launching the SDU from Sophos Endpoint Self-Help (Central-managed installs only)
Server Protection for Linux protected servers are servers where MTR and EDR Live Discover has been implemented.
The diagnose tool gathers all logs from the Base agent installed on the server, all plugins and audit logs.
To run the command run:
This will output a tar.gz file to the current directory where the command was run.
Please see the below link for more details:
Sophos SPL for Linux : Gathering logs and setting log levels
For information on how to submit from Sophos Central see article Sophos Diagnostic Utility (SDU) - How to run from Sophos Central.
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.
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.