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Find out how we support MDR.

Remote assistance for data collectors

Sophos Support can help to troubleshoot data collectors used by Sophos NDR or third-party integrations.

In some cases Sophos Support need to access the data collector remotely. You can give them access for up to 24 hours as follows.

The data collector must be online.

  1. Go to Threat Analysis Center > Integrations.
  2. On the Integrations page, select the Data collectors tab.

    Data collectors tab.

  3. Find the data collector. In the Actions column, click the More menu (three dots) and select Remote Assistance.

    Actions menu.

  4. In the Remote Assistance dialog:

    1. Select Enable.
    2. Select the checkbox to acknowledge the Sophos Group Privacy Notice.
    3. Click Save.

    Sophos Central requests an Access ID from the data collector. When it's available it's shown in the dialog.

    Remote assistance dialog.

  5. Copy the Access ID and send it to Sophos Support. They use it to access your data collector.

Remote assistance turns off automatically after 24 hours. Alternatively, to turn it off manually, go back to the Remote assistance dialog and turn off Enable.