> For the complete documentation index, see [llms.txt](https://cortex-docs.paloaltonetworks.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://cortex-docs.paloaltonetworks.com/cortex-xdr-3.x/cortex-xdr-3.x-documentation/endpoint-security/install-and-manage-endpoints/manage-endpoint-protection/retrieve-support-file-password.md).

# Retrieve support file password

From Cortex XDR agent version 7.8 and later, 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 XDR 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 key icon ![Screenshot\_2025-08-04\_at\_15\_40\_52.png](/files/bRZwQ72LaRQs090VyxvS) (**Tokens and Passwords**), and select **Retrieve Support File Password**.
   2. In the **Retrieve Support File Password** dialog box, 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 box, 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.


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