03/26/2020 70 People found this article helpful 451,855 Views
This article walks through on downloading logs related to SMTP crash. When a device freezes , mail flow stops and only a reboot fixes it , you can immediately download the Technical Support package and SMTP logs from Email Security and provide it to the Technical Support team to troubleshoot the SMTP crash issue.
NOTE: This article applies to Email security software , Virtual Appliance and hardwares but NOT Hosted Email Security
Please follow the steps as mentioned below:
NOTE: The alerts page will contain alerts as " The SonicWALL Email Security Gateway is not responding to SMTP test".
DEBUG"
NOTE: Logs submitted in "info" will not assist Technical support in finding the root cause and hence it is required to submit logs in "debug".
NOTE: If the navigation or the screenshot looks different from the one mentioned above , you may be in an older firmware version and would require a firmware upgrade. Please refer the link below to upgrade the firmware to latest version.
https://www.sonicwall.com/en-us/support/knowledge-base/170504270079039