Get log files - Internal Error


I am trying to use the functions "set log level" and then "get client log files". However, if I try to get the logs, I receive following error message:

Nov 4, 2019, 3:10 PM   0 Accepted
Nov 4, 2019, 3:10 PM   0 Started
Nov 4, 2019, 3:10 PM   0 Notified
Nov 4, 2019, 3:10 PM   0 Commands sent
Nov 4, 2019, 3:10 PM Internal error. -27 Completely failed

Transfering task bundles, sending messages, etc do work.

Any ideas what I missed? 

Thanks for your help. 

  • Hi Alexandra, 

    Just to first confirm what variant of Mobile Control are you using? (e.g. on-premises, As a Service, or through Sophos Central).

    What kind of device are you trying to get the client logs? 

    Is the Mobile Control app on the client up to date? 

    Is the connection to the SMTP server on the device configured correctly? 




  • In reply to RodS:

    Hello Rod,


    Here’s the answers to your questions:

    1. We are using the On-premise variant of Mobile Control.
    2. The device is a Samsung Galaxy S8 with Android 9 installed.
    3. Yes, the Mobile Control app is the latest version 9.5.2 (rev 19162).
    4. Where am I supposed to configure the SMTP server on the device? Currently the mailbox is connected via Exchange active synch and works perfectly fine.
  • In reply to Alexandra Meiler:

    Hi Alexandra, 

    Thanks for your reply. 

    Considering that the device has the latest version of the app, and email works (SMTP settings are in the Exchange setup in Mobile Control), can I get you to open a case with Support. Also, can reproduce the sending out the task then gather and send to the case the following: 

    Server Logs.

    Device Logs. (manually run from the device). 

    Please PM me the case number when opened. 


  • In reply to RodS:

    Hi Rod,

    That's exactly what I did and I already sent them the server and device logs.
    I am now waiting for the answer.

    If there is a fix from our side to do, I will update it in here. 

    Thanks for your help!