Reporting logs in .csv format contain incorrect characters in many fields

Products

• Cloud Secure Web Gateway - Cloud SWG

Issue/Introduction

Cloud SWG reporting logs when are downloaded in .csv format show random characters (or question marks) in many fields. There are present in some headers and fields.

• It can be seen like this:
  
  
  
• or like this:
  

Cause

The issue is related to the non-latin characters present in the logs (for example Chinese letters). When the logs are downloaded in .xml or .pdf format, those characters are visible normally.

Resolution

The issue is related to MS excel that needs to open the CSV file using Data import instead of opening the CSV file directly.  

1. Open Excel then go to Data Menu.
2. Under Get External Data, click From Text.
3. Select the CSV file that you want to open.
4. Set the character encoding File Origin to 65001: Unicode (UTF-8) from the drop-down list.