Support File Password

eumbach — Wed, 22 Feb 2023 20:41:08 GMT

We used to be able to access endpoint files and now the zip is asking for a password. Is this the 'admin password' setup under agent settings?

Re: Support File Password

mavraham — Wed, 22 Feb 2023 23:14:31 GMT

Hi @eumbach, thank you for writing to Live Community

You are correct, this is a relatively new feature was introduced in version 7.8.

There are two methods to retrieve the password:

Retrieve Support File Password from Endpoints → All Endpoints.

At the top of the page, click the Tokens and Passwords button and select Retrieve Support File Password option.
In the Retrieve Support File Password dialog, in the Encrypted Password field, paste the token that you copied from the metadata file located in the saved file when running the Cytool log collect.
Click the copy button to copy the password displayed and then click Ok. Use the password to unzip the TSF file.

Retrieve Support File Password from Action Center → All Actions.

Right-click the relevant action of action type Support File Retrieval and select Additional Data.
Right-click the action and select Retrieve Support File Password.
In the Retrieve Support File Password dialog, in the Encrypted Password field, paste the token that you copied from the metadata file located in the download file.
Click the copy button to copy the password displayed and then click Ok. Use the password to unzip the TSF file.

The instructions on how to obtain the password file can be found here.

Hope this helps!