In some instances, the support team may request event logs for Windows. These logs are required to analyze certain issues related to working with the downloaded encrypted files.

To collect the logs, follow the steps below.

  • Try opening encrypted files that you had issues with.

  • Click the Start button and enter Event Viewer in the search field, launch the app.

  • In the Event Viewer unfold the menu Windows Logs:

    • Select Application. On the right-sidebar menu click Save All Events As..., save the file.

    • Select System. On the right-sidebar menu click Save All Events As..., save the file.

In addition to the above, in the case of issues with opening IRM-encrypted files:

  • In the Event Viewer unfold the menu Applications and Services Logs:

    • Select Microsoft Office Alerts.

    • On the right-sidebar menu click Save All Events As..., save the file.

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