Knowledge Base

Tracking down what process is responsible for resource consumption or usage spikes

Use DebugView to capture trace/debug information on screen and save to a log file.

Sophos Technical Support may require to investigate what files and registry keys are being accessed by an application. In these events, we will request that you gather a Process Monitor log for us.

This article explains how to view the Event ID data from Sophos Anti-Virus for use in third party event log monitoring applications.

This article covers information on how to record steps to reproduce an issue as required from Technical Support using Problem Steps Recorder (psr.exe) tool.

Sophos Diagnose may have trouble acquiring the Group Policy applied to the computer if it is disconnected from the Domain, there is a modified config file for Sophos Diagnose that skips this task.

This article lists the causes and the solution to the issue where the Sophos diagnostic utility is not able to create diagnostic logs.

With the aid of the task scheduler you can run the SDU tool from the server to collect logs on a client

Running sducli from the command line to collect logs for troubleshooting

This article describes how to run the Sophos Diagnostic Utility (SDU) and send the results to Sophos Technical Support.