Retrieve support logs from an endpoint - Administrator Guide - Cortex XSIAM - Cortex - Security Operations

Cortex XSIAM Documentation
Product
Cortex XSIAM
Creation date
2024-03-06
Last date published
2024-12-02
Category
Administrator Guide
Abstract

Retrieve support logs from an endpoint when additional forensic data is needed.

When you need to investigate or share additional forensic data, you can initiate a request to retrieve all the support logs and alert data dump files from an endpoint. After Cortex XSIAM receives the logs, you can download the log files or generate a secured link to access them on the Cortex XSIAM server.

How to retrieve support files

  1. Retrieve support files.

    1. Go to Incident Response → Response → Action Center → + New Action.

    2. Select Retrieve Support File and click Next.

    3. Select the target endpoints (up to 10) from which you want to retrieve logs and click Next.

    4. Review the action summary and click Done.

      In the next heartbeat, the agent will retrieve the request to package and send all logs to Cortex XSIAM .

    You can also retrieve support files from the All Endpoints table by right-clicking and selecting Endpoint Control+Retrieve Support File.

  2. In the Action Center, locate your Support File Retrieval action type and wait for the Status field to display Completed Successfully.

    If you need to cancel the action, you can right-click it and select Cancel for pending endpoint. You can cancel the retrieval action only if the endpoint is still in Pending status and no files have been retrieved from it yet. The cancellation does not affect endpoints that are already in the process of retrieving files.

  3. When the status is Completed Successfully, right-click and select Additional data.

    In the Actions table, you can see the endpoints from which support files were retrieved.

  4. Select an endpoint, right-click and select either Download files or Generate support file link.

    Cortex XSIAM retains retrieved files for up to 30 days.

    The secured link is valid for only 7 days. Following the 7 day period, in order to access the files, you will need to initiate a new support file link.

    To open the file you will need the support file password. For more information, see Retrieve support file password.