Endpoint Security and Control: How to enable verbose logging for the Sophos Remote Management System

Sophos Technical Support may ask you to change to verbose level logging on a client computer before sending log files for analysis.

To enable verbose logging change the logging level in the Registry Editor, as described below.

What to do

To enable verbose Sophos Message Router logging:

1. Stop the 'Sophos Message Router' service.
2. Open the Registry Editor. See Registry Editor for more information.
3. Browse to the following registry key:
   • 32-bit systems - HKEY_LOCAL_MACHINE\software\SOPHOS\messaging system\router.
   • 64-bit systems - HKEY_LOCAL_MACHINE\software\WOW6432Node\SOPHOS\messaging system\router
4. Create a new DWORD value named 'LogLevel'.
5. Change its value to 2.
6. Re-start the 'Sophos Message Router' service.

To enable verbose Sophos Agent logging:

1. Stop the 'Sophos Agent' service.
2. Open the Registry Editor. See Registry Editor for more information.
3. Browse to the following registry key:
   • 32-bit systems - HKEY_LOCAL_MACHINE\software\SOPHOS\remote management system\ManagementAgent
   • 64-bit systems - HKEY_LOCAL_MACHINE\software\WOW6432Node\SOPHOS\remote management system\ManagementAgent
4. Create a new DWORD value named 'LogLevel'.
5. Change its value to 2.
6. Re-start the 'Sophos Agent' service.
7. Right-click the Sophos Shield and select Update Now.

In order to collect and submit the logs to Sophos Technical Support you should download, install and run the Sophos Diagnostic Utility.

After you have sent the logs to Sophos Technical Support, please remove the DWORD values created in the registry.