Customer checklist: information you will be asked for when you contact technical support

When you contact Sophos Technical Support, please have the following information available when you phone or email us.

General information

Information	Notes
Your company's name
Your name	Provide any alternative contact names, if appropriate
Your contact phone number	You can omit this if you'd prefer to receive an email instead.
Your email address	You can omit this if you'd prefer to receive an phone call instead.
Your Sophos license number.	This is listed on your licence schedule.
The username and password supplied to you by Sophos when you bought the licence.	You may have two of these combinations. Follow the link to see which username and password we need.
Existing call reference number.	If you already have a case open for this issue, please include the reference number in the subject line of your email or mention it when you call us. If you are contacting us about a new issue, we don't need this reference number.

Which Sophos product you are contacting us about?	This article explains how to tell Sophos software product is installed.
Which version of the Sophos product are you using.	This article explains how to find the version number in Sophos software products.
On the computer on which the Sophos product is installed:
which operating system is installed	We only need this information if the problem is related to Sophos software.
which service packs are applied	We only need this information if the problem is related to Sophos Software.

Sophos Endpoint Security and Data Protection products only

Where does your Sophos software update from? Check whichever of the following applies to you:
- the update location for your Sophos Small Business anti-virus software
- the update location for your Sophos Endpoint Security and Control software.
Check the Sophos shield icon in the system tray. If there is an X on the shield, you can probably find more information in the AutoUpdate log.

If you are getting an error message or error code:
- make an exact note of what the message and/or error code says, or if possible, send us a screenshot.
- is the message displayed on screen or in the log files? If it is in a log file, make a copy of the log file and record its name.
- if it is difficult to describe the issue, we suggest you use a tool such as Microsoft's Problem Steps Recorder (psr.exe) tool (pre-installed on Windows Vista and later operating systems) or a screen capture tool and attach the file to your email. (Please ensure the file size is under 5MB).

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