Common tools that can help our Support Team investigate reported platform issues are an exported HAR file and a screenshot of the Console. A HAR file is a log that captures all the interactions between a web browser and a website, detailing every network request made by a web page, including URLs, response headers, request headers, and timings. Essentially giving our team a snapshot of network activity if an issue were to occur. The article below outlines how to simply export this file so that it can be provided to our team. The Console also gives our team further insight into the browser while an issue is occurring.
We recommend following this guide when prompted by the Support Team directly.
This article covers the following topics:
Download a HAR File
In order to provide an informative HAR file, it is best practice to begin recording browser logs before accessing the issue area. This is to ensure the potential problems are captured in the HAR file.
1. Once in the platform, before accessing the issue area, right-click in the browser and click on Inspect as shown below.
2. Within the Inspect tool, open the Network Log.
3. You may have to click on the icon with two arrows '>>' to open the Network Log.
4. Within the Network Log, ensure the Preserve Log checkbox is checked.
5. Clear the network log to remove any irrelevant requests.
6. Ensure the log is recording requests. This is indicated by the red record icon. If the icon is greyed out, click the same to begin recording logs.
7. With the Network Log still open, proceed to the issue area after toggling the checkbox, clearing any irrelevant requests, and ensuring log recording is in progress.
8. After encountering the issue within the platform, please click on the Export HAR icon on the top left.
9. Once the HAR file has been downloaded, please send the file to our team so we can further investigate.
Gather a Console Screenshot
1. Once in the platform, before accessing the issue area, right-click on the browser and click on Inspect as shown below.
2. Within the Inspect tool, open the Console as shown below.
3. With the Console open, proceed to the issue area and take a screenshot of this screen. Please send the file to our team so we can further investigate.
Clearing Browser Cache and Hard Reloading
If any performance slowness occurs while using the platform, we first recommend clearing your browser's cache, hard reloading, and trying again. Please see the instructions based on browser below. If the issue persists after hard refreshing, we recommend reaching out to the Support Team regarding the same.
Chrome
Quick hard refresh can be done by using the following shortcut keys
Windows/Linux:
1. Hold down Ctrl and click the Reload button.
2. Hold down Ctrl and press F5.
3. Right click anywhere on the browser and select 'Inspect'. Once the chrome dev tools are open, just right click on the refresh button and a menu will dropdown. This menu gives you the option of doing a hard refresh, or even clearing the cache, and do a hard refresh automatically.
Mac:
1. Hold ⇧ Shift and click the Reload button.
2. Or, hold down ⌘ Cmd and ⇧ Shift key and then press R.
Mozilla Firefox and Related Browsers
Windows/Linux:
1. Hold the Ctrl key and press the F5 key.
2. Or, hold down Ctrl and ⇧ Shift and then press R.
Mac:
1. Hold down the ⇧ Shift and click the Reload button.
2. Or, hold down ⌘ Cmd and ⇧ Shift and then press R.