Error 'Could not create log directory' when running the Sophos Diagnostic Utility

  • Article ID: 117992
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  • Updated: 25 Nov 2013

Issue

When running the Sophos Diagnostic Utility (SDU) you see:

Could not create log directory.

First seen in

Sophos Diagnostic Utility

Cause

  • The computer is low on disk space.
  • You are not logged in as an administrator.
  • Your account does not have full permission to the temporary folder.

What To Do

Check computer disk space, the membership of account you are logged with, temporary folder permissions and/or override the default output folder location.

Check available disk space

Ensure that the computer is not low on disk space.  To do this open 'My Computer', right-click the main disk drive (normally 'C:'), select 'Properties' and on the 'General' tab see the number shown next to 'Free space'.

Note:

  • If the computer is low on disk space consider if this is the cause of any other problems.  For example the initial problem resulting in the need to run the SDU program.
  • Low disk space can cause installation problems, download failures (e.g., Sophos Update Manager, Sophos AutoUpdate) or prevent information from being written to databases causing problems with a number of SQL-related programs, or even errors with non-Sophos programs like Internet Information Services (IIS).

If disk space is low but you still need to run the SDU tool see the section 'Change the default output location'.

If disk space is not low continue below.

Log on as an administrator

Ensure you are logged on as an administrative account with full access to the computer.  Generally your account should either be a direct member of the local 'administrators' group or a member of another group that is a member of the local 'administrators' group (i.e., membership is inherited).

To check what users and groups are members of the local administrators:

  1. Open command prompt (Start | Run | Type: cmd.exe | Press return).
  2. Type: net localgroup administrators
  3. Check in the list of 'Members' returned that your account is shown.

If you are not a member of the administrators (or not an administrative account) either add your account to the group (see Microsoft documentation for further help) or log on with another account that has administrative permissions then run the SDU tool again.

If your account has administrative permissions continue below.

Check temporary folder permissions

Check your administrative account has full access to its temporary folder:

  1. Select Start | Run | Type: %temp% | Press return.
  2. Using Windows Explorer move into the folder above the temporary (current) folder.
  3. Right-click on the temporary folder, click 'Properties' and select the 'Security' tab.
  4. Confirm your account is shown and has full control of the folder and sub-folders.

If your account is not listed add it to the list and ensure it has full control then run the SDU tool again.

If your account has full permissions continue below.

Change the default output location

You can override default output folder location and write the resulting file to another location - even another drive with enough disk space - using the steps below.

Note: Change 'C:\' in steps one and four to another drive if disk space is the cause of the problem.

  1. Create a new folder in the root of the C:\ drive called SDU.
  2. Open command prompt (Start | Run | Type: cmd.exe | Press return).
  3. Type one of the following commands depending on your operating system:
    • 32-bit computer: cd "C:\Program Files\Sophos\Sophos Diagnostic Utility\"
    • 64-bit computer: cd "C:\Program Files (x86)\Sophos\Sophos Diagnostic Utility\"
  4. Type the following command and press return:
    • sducli.exe -logdir="C:\SDU"

 

 
If you need more information or guidance, then please contact technical support.

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