Windows steps
Mac steps

This articles covers how to run (and if needed download) the Sophos Diagnostic Utility (SDU) tool to collect system information of the computer including log files of installed Sophos product, in order for support to investigate and correct Sophos Home issues. 

Windows computers

Video steps: Click here!

1. Click Start (A)> Sophos (B) > Sophos Diagnostic Utility (C).
   (Or click Start and type Sophos Diagnostic Utility)
   
   
2. Follow this step If the SDU tool does NOT appear: (otherwise, skip to step 3)
   If the SDU tool is missing from your computer, please download it here 
   Click here for video steps to download the tool
3. Click Yes in the next window to allow the tool to run. (If presented with the EULA, please review and accept it in order to continue). 
   
4. Click Start
   
5. Once log collection is done, you will see the message "Completed in #m ##s. ", click Open Folder
   
   This opens the location of the log. The file is named [Computername]_[DATE]_[TIME]_sdulog.zip
   
6. Copy the zip file on the folder and paste it on the desktop.
7. Send the file to Sophos Home Support for analysis by either replying to your existing ticket, or, if the logs are bigger than 20MBs, by creating a new ticket via your Sophos Home Dashboard  --> Support> Submit a request> Submit SDU logs for existing tickets 
   Subject "Logs for <replaceWithExistingTicketNumber> ".
   Description: "SDU file submission" 
   NOTE: In order for the SDU files to reach the Sophos Home team please submit the .zip file itself and not the link generated by the 'Submit' button

Mac computers

 Video steps: click here!

1. Press cmd + space to open Spotlight /click on the magnifying glass at the top right of your screen
   
2. MacOS 10.14+ Type Sophos Diagnostic Utility and hit Enter to launch it
   
   Older versions of MacOS- type:
    /library/Sophos Anti-Virus/Tools  and double click SDU4OSX
   
3. Follow this step If the SDU tool does NOT appear: (otherwise, skip to step 4)
   If the SDU tool is missing from your computer, please download it here 
   Click here for video steps to download the tool 
   Note  : MacOS 10.11 customers, please use this download instead 
   
   
4. Click Run  and follow the onscreen prompts until the utility is finished collecting all required data.
5. Once log collection is completed, the archived file is created on the desktop.
6. Send the file to Sophos Home Support for analysis by either replying to your existing ticket, or, if the logs are bigger than 20MBs, by creating a new ticket via your Sophos Home Dashboard  --> Support> Submit a request> Submit SDU logs for existing tickets 
   Subject "Logs for <replaceWithExistingTicketNumber> "
   Description: "SDU file submission" 

Related information

• Contacting Sophos Home Support