Support File Password

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Support File Password

L3 Networker

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? 

 

eumbach_0-1677098454680.png

 

1 accepted solution

Accepted Solutions

L4 Transporter

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.

  1. At the top of the page, click the Tokens and Passwords button and select Retrieve Support File Password option.
  2. 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.
  3. 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.

  1. Right-click the relevant action of action type Support File Retrieval and select Additional Data.
  2. Right-click the action and select Retrieve Support File Password.
  3. 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.
  4. 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!

Visit our Cortex XDR Customer Corner on Live Community to access resources for your product journey, engage in discussions with community members and subject matter experts, and register for upcoming events: Cortex XDR Customer Corner

View solution in original post

1 REPLY 1

L4 Transporter

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.

  1. At the top of the page, click the Tokens and Passwords button and select Retrieve Support File Password option.
  2. 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.
  3. 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.

  1. Right-click the relevant action of action type Support File Retrieval and select Additional Data.
  2. Right-click the action and select Retrieve Support File Password.
  3. 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.
  4. 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!

Visit our Cortex XDR Customer Corner on Live Community to access resources for your product journey, engage in discussions with community members and subject matter experts, and register for upcoming events: Cortex XDR Customer Corner

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