Support File Password

cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 
Announcements

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

  • 1 accepted solution
  • 2799 Views
  • 1 replies
  • 0 Likes
Like what you see?

Show your appreciation!

Click Like if a post is helpful to you or if you just want to show your support.

Click Accept as Solution to acknowledge that the answer to your question has been provided.

The button appears next to the replies on topics you’ve started. The member who gave the solution and all future visitors to this topic will appreciate it!

These simple actions take just seconds of your time, but go a long way in showing appreciation for community members and the LIVEcommunity as a whole!

The LIVEcommunity thanks you for your participation!