Logs to Generate when experiencing thumbprint/av download failures:
When initially contacting Sonicwall Email Security Technical Support, please ensure you generate the logs below on Debug (Level 2) and capture the alert, then upload to the case for a faster resolution.
To ensure that the logging is in Level 2 or Debug mode, go to Manage | System Setup | Server | Advanced . Under General Settings | Other Settings | Log Level: select the "Manage" button and turn this up to Debug. Now wait for the next alert and generate/attach the logs below:
To download logs navigate to Manage | System Setup | Server | Advanced. Under Miscellaneous Settings | select the logs mentioned below and download.