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Gathering Browser Network Logs (HAR File) to Diagnose GUI Issues in a Browser

Objective

Gather browser network logs to help diagnose any 8x8 Web Application symptoms or issues.

Applies To

  • Web Browsers
  • Troubleshooting

Procedure

Before running the capture, ensure that:
  • The user is logged on.
  • Press F12 then F5 to enure that the browser logs are turned on.
  • Ensure that the issue is captured before downloading and saving the file.
  1. Open Browser. If using Chrome Incognito ensure that you un-select block third party cookies
  2. Log in to your 8x8 Application (Contact Center, Analytics for Contact Center)  > press F12 before the issue occurs.
    For Agent Workspace It is very important that F12 then F5 are pressed before the issue occurs otherwise the data is incomplete and will not be useful as it wont have collected the data needed.
    • In Chrome it will then bring up a side panel:
      2018-12-19_10-28-57.png

       
    • In Firefox it will look like this: 
      2018-12-19_10-30-10.png
  3. Press F5 to refresh the screen.
  4. Click Network tab.
    • Chrome example:
      2018-12-19_10-33-37.png
    • Firefox example:
      2018-12-19_10-36-33.png
  5. You will need to Enable logging:
    • In Chrome click Preserve Log:
      2018-12-19_10-38-17.png
    • In Firefox click Persist Logs: 
      2018-12-19_10-41-21.png

Saving Network Logs (HAR File)

When the issue occurs then follow the below steps and then attach the saved.HAR file to the case or email to us for investigation.

Chrome

  1. Right click in the main body.
  2. Click Save as HAR with content.
    2018-12-19_10-43-44.png
  3. Find a location to save to > click Save.

Firefox

  1. Click HAR (far right).
  2. Click Save All As HAR.
    2018-12-19_10-46-34.png
  3. Click Save file to save in download folder.
    2018-12-19_10-48-29.png
  4. Click OK.

Microsoft Edge

  1. Select the horizontal ellipsis menu button.
  2. Select More Tools.
  3. Select Developer Tools.
  4. Select the Network tab.
  5. Select Record in the upper left corner of the tab and verify that it is red.
  6. If it is grey, click it to start recording.