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Get log files - Internal Error

Alexandra Meiler

Hello,

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. 



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  • 0

    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? 

    Regards, 

     

     

    RodS

    Technical Support Engineer | Sophos Support
    Sophos Support Videos | Knowledge Base  |  @SophosSupport | Sign up for SMS Alerts |
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  • 0 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.
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  • 0 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.
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