Retrieve Support File Password

You can retrieve the password to access files from the Tech Support File (TSF), which is generated in a zip format protected by an encrypted password.
From agent version 7.8 and above, the Tech Support File (TSF) is generated in a zip format protected by an encrypted password. The TSF file is archived inside another file which also includes a metadata file that contains a token. The token is used to retrieve the password to unzip the TSF file.
  • To retrieve the password for the TSF file from the endpoint, go to the
    Cortex
    server from the
    Tokens and Passwords
    option.
  • To retrieve the password for the TSF file from the server, go to the
    Action Center
    .
  1. 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.
  2. 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.

Recommended For You