Advanced troubleshooting steps

Avatar
Daria Serebriakova
  • Updated

If our basic troubleshooting steps haven’t helped, we’ll want to collect the following information so we can submit a bug to our development team:

  • Developer console. This is part of your browser’s developer toolset that collects information about logs, web applications, network requests, errors, and more.
  • HAR file. This is an HTTP archive file that acts as a record of your recent browser activity.

If we find errors in the developer console or HAR file, it will help us investigate the issue further.

Please follow these steps:

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

We’ll share detailed instructions for different browsers below.

Chrome

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

Once developer tools open on the right side of your screen, select the Console tab in the top panel, then use these shortcuts to take a screenshot:

Mac: Shift + Command + 3

Windows: Windows logo key + Shift + S

mceclip0.png mceclip1.png

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

  1. Check the upper left corner to see if the round button is red. If so, this means that log recording is enabled. If it's grey, select the button.
  2. Check the box next to Preserve log.
  3. Select Clear near the red button. This will clear the logs.
  4. Reproduce the issue. You'll then see the logs in the tab.
  5. Once you’ve reproduced the issue, select Export HAR file button (the gray button with a downward arrow).
mceclip0.png mceclip1.png mceclip2.png mceclip3.png mceclip4.png

Safari

Start by enabling the Develop menu in the menu bar. Select Safari in the menu bar in the top right, then Settings. Next, in the pop-up window, go to the Advanced tab and select Show Develop menu in the menu bar.

mceclip1.png mceclip2.png

Your next step is to select Develop in the menu bar, then Show Web Inspector in the dropdown menu.

mceclip4.png

The Web inspector will then open at the bottom of your screen. Select the Console tab at the top, then take a screenshot using Shift + Command + 3.

mceclip5.png

Finally, move to the Network tab to save the HAR file, then:

  1. Select the trash bin at the top right to clear the logs
  2. Reproduce the issue
  3. Select Export
mceclip6.png mceclip7.png

Microsoft Edge

To open the Console, select the vertical ellipsis (three dots) in the top right of the browser, go to More tools, then select Developer tools.

Once developer tools open on the right side of your screen, select Console at the top, then use these shortcuts to take a 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. Check the upper left corner to see if the round button is red. If so, this means that log recording is enabled. If it's grey, select the button.
  2. Check the box next to Preserve log.
  3. Select Clear near the red button. This will clear the logs.
  4. Reproduce the issue. You'll then see the logs in the tab.
  5. Once you’ve reproduced the issue, select Export HAR file button (the gray button with a downward arrow).
mceclip3.png mceclip6.png mceclip7.png mceclip8.png mceclip9.png mceclip10.png

Firefox

Select the Menu icon in the top right, then More tools. Next, choose Web Developer tools in the right panel.

Once Developer tools opens at the bottom of your screen, select Console. Use these shortcuts to take a screenshot:

Mac: Shift + Command + 3

Windows: Windows logo key + Shift + S

mceclip12.png mceclip13.png mceclip14.png

Finally, move to Network and follow these steps:

  1. Make sure that Logs recording is enabled
  2. Select the gear icon on the right, then Persists logs
  3. Select the trash bin on the left
  4. Reproduce the issue
  5. Select the gear icon on the right, then Save all as HAR
mceclip15.png mceclip16.png mceclip18.png mceclip19.png

Opera

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

If you’re using Windows, select the red Opera icon in the top left corner, go to Developer, then select Developer tools.

Next, select Console in the right panel and take a screenshot using these shortcuts:

Mac: Shift + Command + 3

Windows: Windows logo key + Shift + S

mceclip20.png mceclip21.png

Finally, move to Network to save the HAR file by following these steps:

  1. Check the upper left corner to see if the round button is red. If so, this means that log recording is enabled. If it's grey, select the button.
  2. Check the box next to Preserve log.
  3. Select Clear near the red button. This will clear the logs.
  4. Reproduce the issue. You'll then see the logs in the tab.
  5. Once you’ve reproduced the issue, select Export HAR file button (the gray button with a downward arrow).
mceclip22.png mceclip23.png mceclip24.png mceclip25.png mceclip26.png

Note:

If the HAR file size exceeds our limit and you have trouble attaching it to your ticket, you can use a cloud storage option (Google Drive, One Drive, etc.) to share the link with our Support team.

Related articles