Outlook.com problem - trace logs requested

Annie1960

I've been having ongoing problems with Outlook.com since the latest version rolled out. Funnily enough, I was a beta user, and did not experience the problems until it was rolled out to everyone!


The latest is that my two connected accounts don't use the correct 'From' addresses when I send a new message, reply or forward.


I've been in contact with Outlook support, and we've had a few emails back and forth.


The latest thing they want me to do is send them a 'trace log'. I have cut and pasted their exact request in red below:


We've engaged the concerned team to look into this concern. To investigate further, we kindly request you to provide us the network trace logs that'd help us analyze the root cause of the issue.



They sent me instructions on how to do this. However, before I do, I just wanted to check whether this is safe. I'm pretty sure these people are not scammers as I contacted them myself via the Outlook link. Perhaps I'm just being too cautious. Is it OK to provide them with the trace logs they are requesting?


Any views on this?

Slithery

You haven't told us what they want you to do...

arciere

Slithery wrote: »

You haven't told us what they want you to do...

To send them the logs.
Annie, it should be safe if you trust the guys. What log files did they ask you to send? Can you share the location and file name?

AndyPix

If they are asking you to open a command prompt and do a TRACERT command to outlook.com or to an IP address and send them the results then yes that is fine

Annie1960

I have pasted their full instructions below. I hope this clarifies exactly what they want me to do!



Please follow the steps below in order to capture the network trace:
1. To perform the trace, you must open a terminal window and then run a command. To do this, follow these steps:
a. Click Go -> Utilities -> Terminal or finder-> applications->utilities.
b. Click Applications.
c. Start the Terminal program (Terminal.app).
d. Type the following command in one line:

sudo tcpdump -s 0 -A -i en0 –w ~/Desktop/trace.dmp

Note: En0 mentioned in the command is the network interface that you use. It may change to en1 or en2 if you have multiple network cards like Wi-Fi.

Kindly check the network that you use using these steps:
1. Press the command key and space bar to open the spotlight search.
2. Type System information, and in the open window, search for Network.
3. Click Network on the left pane, on the right pane check what is mentioned next to the Wi-Fi under BSD device name (en1) if you are using a Wi-Fi or check what is mentioned next to Ethernet (en0) and use that in the command line mentioned above.

e. You may be requested to enter your administrator password at this point.


2. Start Safari and try to log on to Outlook.com. As soon as you have finished reproducing the issue you have you must stop the trace. To do this, follow these steps:
a. Click ‘Back’ on the Terminal window.
b. Press Control+C.

3. Attach the trace.dmp file along with your reply.

Note: I've attached a video for your reference.

AndyPix

You didnt mention this was an Apple


Im out


(What they are requesting is benign though - and fine to do)

Steve_KK

The tcpdump will capture all the traffic to and from your network and write the output into a file. This in itself shouldn't be a problem as long as you only send the connection that they are after. Therefore make sure that before you run this command you close as many other applications as possible to minimise the data that is sent, especially any application that may transmit sensitive data.

Run the command, do the requested bits within Outlook and then exit the tcpdump promptly (pressing CTRL+c should kill it).

The reason they want this is to determine exactly what is being transmitted between your computer and the server - essentially it is a conversation that they want to listen into.

Regards,
Steve

Annie1960

Thanks everyone. I'll try to follow their instructions, and, as advised, will close all other apps before I start.