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Sophos Endpoint Agent Troubleshooting from the App UI🔗

You can troubleshoot Sophos Agent issues using the built-in tools in the Windows app interface. These tools help you gather information, identify possible causes, and create logs for Support.

Troubleshooting Tools🔗

  • Endpoint Self Help: Gather data about problems and identify possible causes.
  • Sophos Diagnostic Utility (SDU): Generate logs that Support can use to investigate issues.

Use Endpoint Self Help🔗

Follow these steps to use Endpoint Self Help:

  1. Select About in the lower right of the page.

Tip

You can update Sophos Agent using the Update Now button on the About page.

  1. On the About page, select Open Endpoint Self Help Tool.

    Self Help Tool

  2. The Endpoint Self Help tool opens. You can review diagnostic information or follow the link to the Sophos Community Forum.

Use Sophos Diagnostic Utility🔗

The Sophos Diagnostic Utility (SDU) collects logs that help Support analyze and resolve issues. You can run SDU from the user interface or the command line.

  • The user interface version collects a standard set of logs.
  • The command-line version allows you to specify log types and export options.

Note

You can use the command-line SDU to generate forensic logs for incident response teams. For more information, see the Forensic Logs section in Sophos product documentation.

Run SDU from the User Interface🔗

To run SDU from the app interface:

  1. Select About in the lower right of the page.

  2. In the Endpoint Self Help tool, select Launch SDU.

    Run SDU

  3. On the SDU page, select Start. The tool collects log information about Sophos products on your device.

  4. When log collection finishes, select Submit to send the logs to Sophos.