Many times the support team will ask for browser logs to investigate an issue further. It is really easy to get these logs however you must have your developer tools open before the error occurs.
There are three steps:
- Open the developer tools
- Generate the HAR file
Save console log
We break out the steps for each of the most popular browsers below. However, keep in mind that due to version updates things may change. Also, if you are using a different browser, the steps below will be very similar.
Browsers:
Chrome
Open the developer tools
- Open Google Chrome and go to the page where the issue is occurring.
- Look for the Vertical ellipsis button ( ) and select More Tools > Developer Tools.
Generate the HAR file
- 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, in Chrome, click Download. Then save the file to your computer: Save as HAR with Content
- Upload your HAR file to your ticket or attach it to your email so that our Support team can analyze it.
Save console log
- From the panel opened, select the Console tab
- Click the Clear button ( ) to clear out any existing logs from the Console tab.
- Reproduce the issue that you were experiencing before
- Right-click somewhere in the console log and press Save as... Then save the file to your computer.
- Upload your log file to your ticket or attach it to your email so that our Support team can analyze it.
Safari
Open the developer tools
- Open the Develop menu and select Show Web Inspector.
Generate the HAR file
- From the panel opened, select the Network tab and complete the activity that is causing issues.
- Click the Export icon on the far right of the network tab and save the HAR
Generate the HAR file
- From the panel opened, select the Network tab and complete the activity that is causing issues.
- Click the Export icon on the far right of the network tab and save the HAR
Save console log
- From the panel opened, select the Console tab
- Click inside the console and press ⌘ + s. Then save the file to your computer.
- Upload your log file to your ticket or attach it to your email so that our Support team can analyze it