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Re: How to decrypt basic support logs



Did you find a solution for this or is there any trick to made it works? I'm able to send send with the AWS cli but not to make it works on our C8145.

I did have a look to the pcap network log file but it was not telling me much. Any information would be appreciated. Thanks!


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Agency Analyst
Agency Analyst

Re: How to decrypt basic support logs

CathyO sent good directions, you can use the Network logs to see what traffic is going to and from the Xerox machine. Also, can you post your Firmware version and at the least make sure you are on the most general release found at:

It could be an STARTTLS issue and most likely firmware would fix that. Other things to check would be the:

  • DNS
  • Gateway
  • Subnet Mask
  • Hostname of the device (no spaces etc)
  • Make sure under DNS IPv6  is not checked
  • Check the e-mail address and make sure they match under Connectivity > SMTP and Apps > Email
Thank you,
Jordan R.
Systems Analyst / Consultant
Fiery Certified Professional

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Community Manager
Community Manager

Re: How to decrypt basic support logs

Hello WYu,

I am not sure if this helps, but here is some information on the Network Support Logs.

Community Manager

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New Member
New Member

How to decrypt basic support logs

Product Name: AltaLink C8030 / C8035 / C8045 / C8055 / C8070 Color Multifunction Printer
Operating System: Not Specified

I'm trying to set up scan-to-email for my copier with Amazon SES but I am receiving an error when testing the configuration. I know the SES credentials are working because I am able to send a test email. 

I downloaded the basic supprt logs to try and troubleshoot, but the logs are encrypted. How do I go about decrpyting the logs? If I need to open a ticket, how do I open a ticket? I called and chatted with the support folk from the Contact US page and was told to just post a question to the community forum so I am hoping someone can point me in the right direction.


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