Sophos Diagnostic Utility (SDU): Using the utility and sending files to Sophos Technical Support

  • ID de l'article 33556
  • Mis à jour : 15 août 2014

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 you can download and install or locate the SDU by following article 33533. The instructions below describe how to run and send the results to Sophos Technical Support.

Known to apply to the following Sophos product(s) and version(s)

Sophos Diagnostic Utility

Running SDU - Windows computers

In managed Sophos environments, the Sophos Diagnostic Utility may be available in more than one location.

Running Sophos Diagnostic Utility from Autoupdate cache, Distribution Location, or ZIP extraction

  • Double-click on sdugui.exe to launch the Sophos Diagnostic Utility.

Running an installed version of the Sophos Diagnostic Utility (EXE Version)

  • Go to Start | Programs | Sophos | Sophos Diagnostic Utility and select Sophos Diagnostic Utility.

After the Sophos Diagnostic Utility has been launched

  1. The Sophos End-User License Agreement (EULA) will appear if you have not previously accepted it, if you agree to the terms, check the box next to 'I have read and agree...' and click Accept to continue.
  2. Click 'Continue'. The utility will take several minutes to collect all of the required data.
  3. When the utility has finished collecting the data, click 'Archive logs and send to Sophos'
  4. Either:
    1. Click 'Locate archive' to show the location of the zip archives of the collected files (The current user's %TEMP% directory, under an SDU directory) and submit them to Sophos using one of the methods below. The file will be named [Computername]_[DATE]_[TIME]_sdulog.zip
    2. Fill in the fields and click 'Send mail to Sophos'. This uses the default e-mail program on the computer. If you do not have a case reference number, please leave the field blank.
  5. Click 'Exit' to quite the SDU utility.

Running SDU - Mac OS X computers

Mac OS X 10.4 and 10.5

  1. Double click the 'sdu.command' file found inside of the DMG file. This will launch a Terminal window that collects the relevant files and information.
  2. The files are archived and compressed into a file called Sophos_SDU.tgz and placed on the user's Desktop.
  3. Submit the archive to Sophos using one of the methods below.

Mac OS X 10.6 and above

  1. Double click the SDU4OSX application found inside the DMG file.  This will launch the Sophos Diagnostic Utility application for Mac
  2. Accept the End User License Agreement and then click Run
  3. The files are archived and compressed into a file called Sophos_SDU.tgz and placed on the user's Desktop
  4. Submit the archive to Sophos using one of the methods below.

Running SDU - Linux / UNIX computers

  1. From a console terminal run the following command with root privileges
    (If you installed SAV to a non-standard directory, you will need to change the path below)

    /opt/sophos-av/bin/savdstatus --diagnose

    The files will be archived into a file called
    SAV_diagnose_[DATE]_[TIME].zip in the directory where you ran the command from.

  2. Submit the archive to Sophos using one of the methods below.

Submitting an SDU archive to support

Via an email to support

Option 1:

  1. Reply to an open Sophos Support ticket e-mail in regards to your case. Please ensure it is for the correct case.
  2. Attach the Archive and send.

Option 2:

  1. Click this mailto link to open your default email client with required fields completed.
  2. Change the [#CASEREF] field to match the case reference provided by support (For example: [#1234567]), if you do not have a case reference we recommend you contact support via an online query to ensure the required information is included.
  3. Attach the Archive and send.

Option 3:

  1. Create a new e-mail to support@sophos.com
  2. In the subject line, if it is regarding an existing case, ensure [#CASEREF] is included, where CASEREF is your case reference number (eg: [#1234567]). If you do not have an existing case, do not add this information.
  3. Attach the archive and send.

Via an online support query 

  1. Navigate to this URL: https://secure2.sophos.com/en-us/support/contact-support/support-query.aspx
  2. Fill in the required details, if you have already contacted Sophos Support, please enter the Case reference field.
  3. At Step 3 you will be able to submit files to the case, if you have used a password to secure any files you wish to upload, include this also.

Via the Support FTP server

Note: You must be provided with credentials to upload to the FTP server, these will be issued by Support or an account manager.

  • The connection details for the Sophos FTP site are available here.

 
Si vous avez besoin de plus d'informations ou d'instructions, veuillez contacter le support technique.

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