Troubleshooting Console alerts and SDU process is horrible
Using MAC OS Sierra.
By the way, this entire troubleshooting and diagnostic process is not very good. Anytime a user has a problem, the first thing you send it generic information about ports. Then always request the diagnostic which takes a lot of time on the user. I have been using Sophos for over 6 years and this is always the same.
Please figure out a better way to do this. If I have 20 users with the problem, there is no way I am going to run the tool on 20 individual laptops. That process is not scalable at all and is a waste of my time. Then the next week 10 new users have the problem, so again I need to waste time running diagnostic again. It never ends because your product does not work properly ever. We always have console errors for no reason at all.
Remote SDU log collection would be a welcomed addition. Huge waste of time for everyone involved. The process is clunky and VERY outdated. Even just initiating a SDU log collection remotely from the Central console would be an improvement. Then we can just ask the user to share them via OneDrive.
Same experience here. I created a ticket for an issue and hours later I received the generic "Which ports are required for Sophos" guide which is pointless since all the connections to the Cloud are outbound and completely unfiltered. Also the diagnostic process is slow and completely manual.