I'm dealing with an issue that involves both my customer and Nuance. We've done some troubleshooting and I was asked to retrieve the network logs off of the affected device we were testing with. It turns out that the network logs are encrypted and completely unusable in their current form. How do I decrypt the logs or what viewer do I need to use so I can extract them in a usuable format for Nuance support? The device I am working with is a 3655, version 73 firmware.
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Nuance already has the tools required.
But most of them are readable anyway, you just use a compression program like 7zip and open it like it is a zip file.
Unfortunately, after opening up the download (diagData.tar), I have a passfile.sym.enc and a ESSDebugLogs.V2.tgz.enc. I've used 7-Zip and several other file managers to try and open it with no luck. 7-Zip does not recognize either as an archive file. Wireshark originally associated itself with the file when I downloaded it, and it also cannot read the archive.
If you're confident that Nuance can open this type of file, I'll send it on. But I can't open it and I'm curious to see the actual logs myself.
They are encrypted, if you open them in notepad you could eventually decrypt the info (no I will not be giving a how to on that).
Xerox has a tool to do so at 3rd level (Engineering, they do not deal with customers directly)
Nuance is a business partner of Xerox and very likely has the tool at some level, if they don't they would be able to contact Xerox Engineering and work with them directly, or indirectly through 2nd level/Discovery groups, and get the data they need from the logs.