We may request some additional information to help us identity and fix any issues that occur inside your browser.

 

This is done by turning on Developer Tools and saving the generated information for our investigative purposes.

 

Chrome

  1. In Chrome, go to the page where you are experiencing trouble.
  2. At the top-right of your browser window, click the Chrome menu (⋮).
  3. Select Tools > Developer Tools. The Developer Tools window opens as a docked panel at the side or bottom of Chrome.
  4. Click the Network tab.
  5. Select Preserve log.
  6. You will see a red circle at the top left of the Network tab. This means the capture has started. If the circle is black, click the black circle to start recording activity in your browser.
  7. Refresh the page and reproduce the problem while the capture is running.
  8. After you successfully reproduce the issue, right click on any row of the activity pane and select Save as HAR with Content.
  9. Select the Console tab.
  10. Right-click anywhere in the console and select Save as....
  11. Name the log file Chrome-console.log.
  12. Send both files back on your support ticket for the technician to examine

 

Internet Explorer (IE11)

  1. In Internet Explorer, go to the page where you are experiencing trouble.
  2. Click the gear icon in the top right.
  3. Select F12 Developer Tools.
  4. Click the Network tab.
  5. Clear the Clear entries on navigate option, which is selected by default. The icon looks like blue arrow with a red X.
  6. The green play button (Start Profiling Session), should be selected by default. This means the capture function is running.
  7. Refresh the the page and reproduce the problem while the capture is running.
  8. Once you have reproduced the issue, click the Export as HAR icon. The icon looks like a floppy disk.
  9. Click the Console tab.
  10. Right-click any row and select Copy all.
  11. Paste the content in a text file and name it console-log.txt.
  12. Send both files back on your support ticket for the technician to examine.



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