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

If you telephone or email Sophos Technical Support, in order that we can assist you as quickly and efficiently as possible, please have available the information listed in this article.

• If you are telephoning us, have the information ready to give to your support representative.
• If you are emailing us, please include the information in your initial email.

Follow the links in this article for more details of how to obtain the required information.

Please have the following information available:

General information

• The name of your company, and your name and contact phone number/email address.
• Your Sophos license number.
• The username and password supplied to you by Sophos when you bought the license. (You may have two of these combinations.)
• Existing call reference number. (You will have been given a call reference number if you recently contacted us with the same issue, and the issue remained 'open'.)

Technical information

• Which Sophos product is installed.
• Which version of the Sophos product are you using.
• On the computer on which the Sophos product is installed:
  • which operating system is installed
  • which service packs are applied
• 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.