Windows steps
Mac steps

The Sophos Diagnostic Utility (SDU) is a tool used to collect system information of the computer including log files of installed Sophos product. The generated logs are then analyzed by support to better assist in fixing issues with Sophos Home.

Windows computers

Downloading the SDU tool: (if missing from the computer)
If the SDU tool is missing from your computer, please download it here 

Otherwise, if the tool is already present, access it by following these steps:

Video steps: Click here!

1. Click Start > Sophos > Sophos Diagnostic Utility.
   (Or click Start  and type Sophos Diagnostic Utility)
   
2. 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). 
   
3. Click Start
   
   
   
4. 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
   
5. Copy the zip file on the folder and paste it 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 with the subject  "Logs for <replaceWithExistingTicketNumber> ".
   
   

Mac computers

Downloading the SDU tool: (if missing from the computer)
If the SDU tool is missing from your computer, please download it here 
Note  : MacOS 10.11 customers, please use this download instead 

Otherwise, if the tool is already present, access it by following these steps:

Video steps: click here!

1. Press cmd + space to open the Spotlight.
   
2. Current MacOS Type Sophos Diagnostic Utility and hit Enter to launch it
   
   
   OR -- especially if using older versions of MacOS- type:
    /library/Sophos Anti-Virus/Tools  and double click SDU4OSX
   
3. Click Run  and follow the onscreen prompts until the utility is finished collecting all required data.
4. Once log collection is completed, the archived file is created on the desktop.
5. 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 with the subject  "Logs for <replaceWithExistingTicketNumber> ".
   

Related information

• Contacting Sophos Home Support