How to download logs for SMTP Crash issue

03/26/2020 50 6106

DESCRIPTION:

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 

RESOLUTION:

Please follow the steps as mentioned below:

• Login into Email security device as Admin
• Step 1 : Screenshot of Alerts page
  • Go to Manage | System Setup | Server | Monitoring | View Alerts and Take a screenshot of the alerts page

NOTE: The alerts page will contain alerts as " The SonicWALL Email Security Gateway is not responding to SMTP test". 

• Step 2 : Making sure the log level is in "DEBUG"
  • Go to Manage | System Setup | Server | Advanced , Under Other Settings , Log Level , click the Manage button and set log level to "DEBUG".When downloading logs , the logs must be in "debug". If the logs level is in "info" , "warn" , "error" or "fatal" , you may need to move the log level to "debug" , wait for the issue to re-occur and download the logs again. (Reason : The logs in debug mode have detailed information about the crash) 

    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".

• Step 3 : Downloading Logs 
  
  • Technical Support package : Scroll down the Advanced page , Miscellaneous Settings | Download System/Log Files , select Technical Support Package , Select Basic Settings and Logs  and click on download button.
  • 
  • SMTP logs : Next , Download logs:SMTP (Select all)
  • 
  • System logs : Download logs:system 

    NOTE: The system logs will be available only on Appliance and virtual appliance and wont be available for softwares. This log will show if there are any hardware error on the device.

 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