This article covers how to run (and if needed download) the Sophos Diagnostic Utility (SDU) tool to collect system information, including Sophos Home files, for Support to investigate and troubleshoot Sophos Home issues.
Windows SDU gathering
Step-by-step guide- Windows
- Click Start (A)> Sophos (B) > Sophos Diagnostic Utility (C).
(Or click Start and type Sophos Diagnostic Utility) - If the SDU tool is missing >>download it here
- 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).
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Click Start
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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
- Copy the zip file on the folder and paste it on the desktop.
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Upload your logs to SendSafely and provide the submission ID by replying to your Support ticket.
NOTE: In order for the SDU files to reach the Sophos Home team submit the .zip file itself and not the link generated by the 'Submit' button
macOS SDU gathering
Step-by-step - Mac
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Press cmd + space to open Spotlight /click on the magnifying glass at the top right of your screen
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MacOS 10.14, 10.15 Type Sophos Diagnostic Utility and hit Enter to launch it
macOS 11 and others not listed above please use:
/Library/Sophos Anti-Virus/Tools and double click SDU4OSX OR Sophos Diagnostic Utility - If the SDU tool does NOT appear>> download it here
- Click Run and follow the onscreen prompts until the utility is finished collecting all required data.
- Once log collection is completed, the archived file is created on the desktop.
- Upload your logs to SendSafely and provide the submission ID by replying to your Support ticket.