Password for Collected Cortex Logs? | Razer Insider

Password for Collected Cortex Logs?

  • 22 August 2022
  • 7 replies
  • 21 views
G
When I use the Cortex log collector tool, it creates a zip file that requires a password to open any of the files inside it. Does anyone else have this same experience? In talking with people at Razer support, they seem to think this shouldn't happen and they believe I'm somehow setting the password myself after the fact, which is of course ridiculous. Can anyone else confirm this same behavior?
This topic has been closed for comments

7 Replies

Razer.Speedcr0ss
Userlevel 7
Goosh
When I use the Cortex log collector tool, it creates a zip file that requires a password to open any of the files inside it. Does anyone else have this same experience? In talking with people at Razer support, they seem to think this shouldn't happen and they believe I'm somehow setting the password myself after the fact, which is of course ridiculous. Can anyone else confirm this same behavior?


Please check if your computer somehow sets encryption to your files. Are you using a personal computer, or it's a company-provided unit?
A
Goosh
When I use the Cortex log collector tool, it creates a zip file that requires a password to open any of the files inside it. Does anyone else have this same experience? In talking with people at Razer support, they seem to think this shouldn't happen and they believe I'm somehow setting the password myself after the fact, which is of course ridiculous. Can anyone else confirm this same behavior?

Hey there!

Thank you very much for sharing your concern with us here. I'm Michelle from the Razer Cortex technical support team. I am happy to assist you with your issue.

Regarding the Razer Cortex log tool, the password is created by the Razer Cortex engineering team to protect users' data from leaking since all the Razer Cortex logs will be sent to us via cloud services. The password would avoid such risks.

Could you let us know the reason you need to open the logs?

If you check them due to privacy concerns, please let us know, you can collect your logs via this path: C:\\ProgramData\\Razer\\RazerCortex\\Log.

If your issue is related to installation or update, our engineering team may also need your LWI logs and Razer Central logs:
C:\\ProgramData\\Razer\\Installer\\Logs
C:\\ProgramData\\Razer\\Razer Central\\Logs

Razer Cortex log collector tool can help users quickly and easily download the logs our engineering team needs. But if you have privacy concerns, you can collect the logs in the way I mentioned above.

We look forward to your reply soon.

Please feel free to let me know if you have any questions regarding Razer Cortex PC.

Appreciate your patience.

@Razer.Speedcr0ss Thank you for your reply. Have a wonderful day!

Michelle
G
I have an open support ticket 220803-000267, the support people (yes, more than one) have a long running thread going with me where they want me to provide them the password for the cortex logs zip file, and I keep telling them I don't know what it is and they're the ones who are supposed to know. It's a pretty spectacular feat of support incompetence, and it goes on, and on, and on, and on.
G
I'll just add, that your users have every right to examine what information has been collected in that zip file, by the way. The collection tool really needs to tell users what the password is.
G
Razer.Speedcr0ss
Please check if your computer somehow sets encryption to your files. Are you using a personal computer, or it's a company-provided unit?


This has nothing to do with it. The log collection program is creating a password-protected zip file. It may (or may not) be encrypted at the file system level, but that's irrelevant.
Razer.Speedcr0ss
Userlevel 7
Goosh
This has nothing to do with it. The log collection program is creating a password-protected zip file. It may (or may not) be encrypted at the file system level, but that's irrelevant.


Your point is well taken. It's also good to know that @Michelle-RazerCortex explained/confirmed that the logs were from the collector tool is password-protected. Anyhow, if you need more assistance with your Razer Cortex, please send my peer a PM or ping me.
A
Goosh
I'll just add, that your users have every right to examine what information has been collected in that zip file, by the way. The collection tool really needs to tell users what the password is.

I have sent you a PM about the information we collected. Please check it out. Thank you!

Michelle
CookiesCookie settings