Advanced troubleshooting steps

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Daria Serebriakova
  • Updated

If the basic troubleshooting steps didn't help, we need to collect the following information for further investigation and for submitting a bug to our developers:

  • Developer Console. Part of the Developer tools of your browser. Developer Console collects information about logs, web applications, network requests, errors, etc.) 
  • HAR file. A HAR file is an HTTP archive file, a record of your recent browser activity.

If there are any errors in Dev Console or HAR file, this will help to investigate the issue further. 

Please follow these steps:

  1. Open your browser
  2. Open the Developer Tools
  3. Reproduce the issue
  4. Make a screenshot of the Console
  5. Collect the HAR file

You can find detailed instructions for different browsers below. 

Chrome

Open Chrome and select the ellipsis (three dots) in the top right, go to “More Tools,” then select “Developer tools".

Developer tools will open on the right side of your screen. Click the "Console" tab at the top panel, then use these shortcuts to make a fullscreen screenshot:

Mac: Shift+Command+3

Windows: Windows logo key+Shift+S

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Next, move to the "Network" tab to save the HAR file. 

  1. Look at the upper left corner and check if the round button is red. This means log recording is enabled. If it's grey, click on the button
  2. Check the box "Preserve log"
  3. Click on the "Clear button" located near the red button and clear the logs
  4. Reproduce the issue and you'll see the logs in the tab
  5. Once you have reproduced the issue, click on the Export Har file button (grey down arrow button)
mceclip0.png mceclip1.png mceclip2.png mceclip3.png mceclip4.png

Safari

In Safari, first, enable Develop menu in the menu bar. Select "Safari" in the menu bar at the top right, then "Settings". In the pop-up window, go to the Advanced tab and tick the "Show Develop menu in the menu bar". 

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After that, select "Develop" in the menu bar and click "Show Web Inspector" from the dropdown. 

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The Web inspector will open at the bottom of your screen. Click on the "Console" tab at the top and make a fullscreen screenshot by using this shortcut Shift+Command+3.

mceclip5.png

Next, move to the "Network" tab to save the HAR file and:

  1. Click on the Trash bin at the top right to clear the logs
  2. Reproduce the issue
  3. Click on the Export button
mceclip6.png mceclip7.png

Microsoft Edge

To open the Console, select the three ellipses (three dots) in the top right of the browser, go to “More tools”, then select "Developer tools".

Developer tools will be opened on the right side of your screen. Click on the "Console" at the top. Use these shortcuts to make a fullscreen screenshot:

Mac: Shift+Command+3

Windows: Windows logo key+Shift+S

mceclip0.png mceclip2.png

Next, move to "Network" to save the HAR file. 

  1. Look at the upper left corner and check if a round button is red. This means log recording is enabled. If it's grey, click on the button
  2. Check the box "Preserve log"
  3. After, click on the Clear button located near the red button and clear the logs
  4. Reproduce the issue and you'll see the logs in the tab
  5. Once you have reproduced the issue, click on the Export Har file button (grey down arrow button)
mceclip3.png mceclip6.png mceclip7.png mceclip8.png mceclip9.png mceclip10.png

Firefox

Select the Menu icon at the top right, then “More tools.” In the right panel choose "Web Developer tools".

Developer tools will be opened at the bottom of your screen. Select the Console. Next, Use these shortcuts to make a fullscreen screenshot:

Mac: Shift+Command+3

Windows: Windows logo key+Shift+S

mceclip12.png mceclip13.png mceclip14.png

After that, move to "Network" and: 

  1. Make sure that logs recording is enabled
  2. Select the gear icon on the right, then "Persists logs"
  3. After, click on Trash bin on the left
  4. Reproduce the issue
  5. Click on the gear icon on the right and select "Save All as HAR"
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Opera

On Mac, select "Developer" in the menu bar, then "Developer tools".

If you are using Windows, click the red Opera icon at the top left corner, go to "Developer" and click on "Developer tools". 

On the right panel click on "Console" and make a fullscreen screenshot. Use these shortcuts to make a fullscreen screenshot:

Mac: Shift+Command+3

Windows: Windows logo key+Shift+S

mceclip20.png mceclip21.png

Next, move to the "Network" to save the HAR file. 

  1. Look at the upper left corner and check if a round button is red. This means log recording is enabled. If it's grey, click on the button
  2. Check the box "Preserve log"
  3. After, click on the Clear button located near the red button and clear the logs
  4. Reproduce the issue and you'll see the logs in the tab
  5. Once you have reproduced the issue, click on the Export Har file button (grey down arrow button)
mceclip22.png mceclip23.png mceclip24.png mceclip25.png mceclip26.png

Note:

If the HAR file size exceeds the limit and you have difficulties attaching it to your ticket, you can use any cloud storage (Google Drive, One Drive, etc.) and share the link in your ticket with the Support Team.
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