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Troubleshooting
Generating a Har and Console Log Files for Troubleshooting
When troubleshooting complex issues, it is sometimes necessary for our support team to obtain additional information about the errors being seen in the console along with network requests that are generated in your browser while an 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.

Steps for Chrome

To generate the HAR file for Chrome
  1. 1.
    Open Google Chrome and go to the page where the issue is occurring.
  2. 2.
    From the Chrome menu bar select View > Developer > Developer Tools.
  3. 3.
    From the panel opened, select the Network tab.
  4. 4.
    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.
  5. 5.
    Check the box Preserve log.
  6. 6.
    Click the Clear button to clear out any existing logs from the Network tab.
  7. 7.
    Reproduce the issue that you were experiencing before, while the network requests are being recorded.
  8. 8.
    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.
  9. 9.
    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.
  10. 10.
    Here is a brief video showing this process:
To generate a Console log file for Chrome
  1. 1.
    Open Google Chrome and go to the page where the issue is occurring.
  2. 2.
    From the Chrome menu bar select View > Developer > Developer Tools.
  3. 3.
    From the panel opened, select the Console tab.
  4. 4.
    Click the Clear button to clear out any Console history.
  5. 5.
    Reproduce the issue that you were experiencing before, while the console is collecting scripts and activities.
  6. 6.
    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.
  7. 7.
    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.
  8. 8.
    Here is a brief video showing this process:
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Steps for Chrome