Troubleshooting

When troubleshooting complex issues, it is sometimes necessary for our support team to obtain additional information about the errors that is being generated by your browser while the issue occurs

A support team member may request that you record a HAR and Console log file or a log of network requests, and console errors/actions while that issue is occurring, and then provide those files to them for further analysis.

To generate the HAR file for Chrome

• Open Google Chrome and go to the page where the issue is occurring.

• From the Chrome menu bar select View > Developer > Developer Tools.

• From the panel opened, select the Network tab.

• Look for a round record button in the upper left corner of the tab, and make sure it is red. If it is grey, click it once to start recording.

• Check the box Preserve log.

• Click the Clear button to clear out any existing logs from the Network tab.

• Reproduce the issue that you were experiencing before, while the network requests are being recorded.

• Once you have reproduced the issue, right-click anywhere on the grid of network requests, select Save as HAR with Content, and save the file to your computer.

• Upload your HAR file to your ticket or attach it to your email and send it to [email protected] so that our Support team can analyze it.

Here is a brief video showing this process:

To generate a Console log file for Chrome

• Open Google Chrome and go to the page where the issue is occurring.

• From the Chrome menu bar select View > Developer > Developer Tools.

• From the panel opened, select the Console tab.

• Click the Clear button to clear out any Console history.

• Reproduce the issue that you were experiencing before, while the console is collecting scripts and activities.

• Once you have reproduced the issue, right-click anywhere on the grid of console action, select Save as…, and save the file to your computer as a log file.

• Upload your Console log file to your ticket or attach it to your email and send it to [email protected] so that our Support team can analyze it.

Here is a brief video showing this process:

As stated earlier, these files will allow us to address issues as promptly as possible for you.

You may send these files to us via LiveChat or by sending an email to [email protected]

Still have questions?

We're here to help! If you have ANY questions, need help with setup, or just want to chat about customer support (really, we are always up for a good chat), please don't hesitate to reach out via:

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Email: [email protected]

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