Collect Sophos Logs for Troubleshooting

please follow the steps in this video (you can start at 1:45) to collect the log.  https://techvids.sophos.com/share/watch/VVs7hAWkppYQWYeP3zNsVL

Steps also illustrated below with screenshots

First you need to obtain admin sign-in password from Sophos Administrator by emailing helpdesk@getcaret.com

1- Open Sophos Endpoint and click the Admin sign-in button and enter your password. 

2- Click the Settings tab and check Override Sophos Central Policy checkbox

3- Click About

4- Click Open Endpoint Self Help Tool

5- Click on Tools 

6- Click on Product Logging section

7- Click Elevate button on the Elevated privileges required. The window will close and reopen shortly

8- Expand SFS and change Scan Summaries to Debug, then click Save

9- Click on Launch SDU button. Hit accept if prompted

10- Sophos Diagnostics Utility will popup, click Start button 

11- Very important, when completed change back the Scan Summaries to Default and Save. 

12- The CSV log file is saved under C:\ProgramData\Sophos\Sophos File Scanner\Logs. Share the latest CSV file generated by attaching it to the ticket