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Logs to Generate when experiencing thumbprint/av download failures

03/26/2020 1,049 People found this article helpful 195,311 Views

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    Description

    Logs to Generate when experiencing thumbprint/av download failures:

    Cause

    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.

    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:

    Log Level

    To download logs navigate to Manage | System Setup | Server | Advanced. Under Miscellaneous Settings | select the logs mentioned below and download.

    Download Logs-

    -
    The TSP (Technical Support Package) Log
    logs:datacenter
    logs:monitoring
    logs:utils
    -
    -
    For more details on generating these see below:
    https://www.sonicwall.com/en-us/support/knowledge-base/170504631460025

    Related Articles

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    Categories

    • Email Security > Email Security Appliance
    • Email Security > Email Security Software
    • Email Security > Hosted Email Security

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