How to troubleshoot on-box reporting issues

Hello Maichael,

You look to have the garner not logging/reporting issue detailed here:

Raise a case with Sophos and specifically reference having no logging or reports until after you restart garner. This should return it to function but it could fail again: service garner:restart -ds nosync

This should be done in advanced shell.

Emile

This problem is solved only one day with this command.
why Sophos does not solve this problem???????

This is a bug

There is a KBA for this Issue:

https://community.sophos.com/kb/en-us/134173

We tested this solution , but it did not solve

When will the 17.5 MR8 release be released?

You actually disabled the Email Notifications (both) and restarted the Garner? Still failing with not Reports after some time? 

Yes i'm sure

When will the 17.5 MR8 release be released?

When will the 17.5 MR8 release be released??????

You should get in touch with Support to get a clear statement, whether your issue is caused by this Bug or not. 

Because as far as i know, this workaround, like mentioned in the KBA, resolves the issue. 

And if this does not resolve your issue at all, it is likely, you have another issue. 

When will the 17.5 MR8 release be released??

This has caused the device to get out of circulation in the next few days

Still not sure, are you affected by this and is it resolved by restarting the Daemon "once" and disabling the Notifications? 

Your solution did not solve our problem. It has not been resolved for over a month. Sophos support is very weak.

Your solution did not solve our problem. It has not been resolved for over a month. Sophos support is very weak.

Can you share your Case ID with us? 

Can you share the Screenshot of your Log & Reporting Settings? 

The solution you mentioned has not resolved the problem. Why do you insist? Please tell when the new version will be released ??? If the new version is not released we will remove the second device.

I cannot help you, if you deny to share something with us. 

There is a hotfix for you available. You simply need to get in touch with Sophos Support. 

https://community.sophos.com/kb/en-us/134173

Affected customers could contact support for installing the patch .

This bug exists in the version 17.5. Mr8

The issue was supposed to be fixed in this version but failed