Download Sensor Diagnostic Information

NOTE: This functionality requires that a user account has the Organization Administrator role. See User Roles for more information about user roles.

Sensors and their performance are constantly monitored. Information about each Sensor and its performance is compiled into a set of diagnostic files that is updated and stored on Cloud Email Protection's secure servers every 24 hours. An on-demand set of files can be requested from Fortra Cloud Email Protection's technical support.

NOTE: Download is only available for on-premises sensors. Not applicable for hosted sensors.

That on-demand set of diagnostic files can also be downloaded directly from the Sensors page in Cloud Email Protection.

TIP: When you request or download an on-demand set of Sensor diagnostic files, the 24-hour clock for when the next set of diagnostic files will be updated and stored on Cloud Email Protection's secure servers is reset.

  1. Go to Manage > Sensors.
  2. Click the tab of the Sensor for which you want to download a set of diagnostic files.
  3. Click Get link to download diagnostic information.
  4. Copy the link and paste it into a browser's address bar, then go to that address. (You can click the icon to copy the URL to your clipboard.)

The file will be downloaded automatically to the default locations for your browser's downloads. The file has a name of diagnostics-YYYYMMDD-HHMMSS.tar.gz. This file type is commonly known as a tarball, and is a doubly compressed file. When you uncompress it, you will get a set of folders that will typically include /shared, /container, /host, and /log. (The actual contents of the file set may change over time because the amount of diagnostic information generated and saved over time may change.) If you are performing diagnostics, you will likely want to look at the files in the /log folder, which contains several log files with records of Sensor actions.