When experiencing an issue with Finance Active applications, most of the time, an error message displays in the application, helping the Support team to quickly identify and fix the issue.
However, sometimes, there are no such messages and you then need to rely on the browser logs.
Data stored in your browser may include useful information for the investigation. There are 2 types of logs:
- Information in the request sent over the network, i.e. the various steps used to process a web page
- Information in the browser console
In both cases, to recover the logs during an issue:
- Identify the last link you click on that triggers the issue.
- Navigate back to the page right before the issue occurs.
Recover Network Information...
... in Google Chrome
- Navigate to Settings
> More Tools > Developer Tool.
- Navigate to Network.
- Ensure the recording button is enabled (red). 3* : In case of an issue resulting of redirection through different urls, make sure the "Preserve log" tickbox is ticked. This will allow to preserve the network logs even in the case of a website redirection.
- Perform the steps triggering the issue, in this example clicking Alpha.
The data is logged.
- Right-click the first row of the table and click Save as HAR with Content.
Note: HAR is a file format.
- Attach the file to the support ticket.
... in Mozilla Firefox
- Navigate to Settings > Web Developer > Toggle Tools.
- Perform the steps triggering the issue, in this example clicking Alpha.
The data is logged.
- Right-click the first row of the table and click Save All as HAR.
Note: HAR is a file format.
- Attach the file to the support ticket.
Recover Console Information...
... in Google Chrome
- Navigate to Settings > More Tools > Developper Tool.
- Navigate to Console.
- Perform the steps triggering the issue, in our example clicking Alpha.
- Right-click anywhere in the console and click Save as.
- Attach the file to the support ticket.
... in Mozilla Firefox
- Navigate to Settings > Web Developer > Web Console.
- Enable Persist Logs.
- Perform the steps triggering the issue, in this example clicking Alpha.
- Select and copy all the logs, then save the logs in a text file.
- Attach the file to the support ticket.