Where do I find dashboard console logs and HAR files?

If any kind of error occurs while using the Token dashboard, it is very helpful to provide us with your browser’s console logs. This information allows our team to diagnose and resolve the issue more efficiently.

Follow the appropriate instructions below based on your browser and operating system:

• For Google Chrome:

  OS	Shortcut
  Windows	Ctrl + Shift + J
  Mac OS	Cmd + Opt + J

• For Microsoft Edge:

  OS	Shortcut
  Windows	CTRL + Shift + i or  In your Edge browser, click and then More tools > Developer tools
  Mac OS	In your Edge browser, click and then More tools > Developer tools

• For Firefox:

  OS	Shortcut
  Windows	Ctrl + Shift + J
  Mac OS	Cmd + Shift + J

We may occasionally need additional information about the network requests that are generated in your browser. A member of the team may ask you to record a HAR file, or a log of network requests, while that issue occurs. It's helpful to include any browser console logs in addition to a HAR file.

Note: A HAR file includes data such as the content of your cookies and the pages you downloaded while making the recording. Anyone with access to the HAR file can view the data submitted while recording, which may include personal data or other sensitive data. Make sure that you secure your HAR files accordingly. Cloudflare has released a HAR sanitizer that can be used to strip any sensitive information.

Instructions for generating HAR files

• Generate a HAR file in Chrome

1. Open Chrome and go to the page where the issue is occurring.
2. Look for the ⋮ button and select More Tools > Developer Tools.
3. From the panel that appears, select the Network tab. You must keep the menu open while you reproduce the issue. 
   
   Optional: If Token requests a HAR file with WebSockets, select the WS option in the Network tab. Reload your browser to start seeing the traffic over the WebSocket. Note that WS option does not capture all logs when downloading the HAR file but for display filter purposes and download WebSocket logs only.
   
    
4. 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 the button once to start recording.
5. If it isn't, check the Preserve log box.
6. Click the grey crossed circle button to clear any existing logs from the network tab.
7. Reproduce the issue while the network requests are recorded.

8. Click the download button, Export HAR, to download, and save the file to your computer: Save as HAR with Content.

    

   

The instructions are the same for a MAC computer or a Windows computer. Find below a brief animation with the steps to retrieve a HAR file in Chrome.

For any issues generating this file, see this article from Google's Help Center: Capture web session traffic.

If you generate an empty HAR file, see the Why are exported Chrome HAR files returning zero bytes? troubleshooting article. You may need to enable HAR exports with sensitive data.

To retrieve console logs in Chrome

1. Open Main Menu for Chrome.
2. Navigate to More Tools > Developer Tools.
3. Open the Console tab and screenshot any errors that appear.

• Generate a HAR file in Firefox

1. Open Firefox and go to the page where the issue is occurring.
2. Open the Network Monitor.
3. Reproduce the issue while the network requests are recorded.
4. Right-click anywhere under the File column and click Save All As HAR.
5. Save the HAR file somewhere convenient.

The instructions are the same for a MAC computer or a Windows computer. For any issues generating a HAR file in Firefox, see this article from Firefox Source Docs: Network Monitor.

To retrieve console logs in Firefox

1. In the Tools menu, select Web Developer.
2. Console logs will appear in a separate window.
3. Screenshot any errors that appear.

• Generate a HAR file in Safari

1. Open Safari and go to the Develop menu. If you don't see the Develop menu, follow the instructions in this article from the Safari User Guide: Use the developer tools in the Develop menu in Safari on Mac.
2. Select Show Web Inspector.
3. Click the Network tab. You must keep it open while you reproduce the issue.
4. Reproduce the issue while the network requests are recorded.
5. Click the Export icon and save the HAR file.
   
6. Upload the HAR file to your ticket with Zendesk Customer Support for further investigation.
   See Instructions for sending HAR files. 

For any issues generating a HAR file in Safari, see this article from Safari Developer website: Web Inspector.

To retrieve console logs in Safari

1. Open Preferences and navigate to the Advanced tab.
2. Select Show Developer menu in the menu bar.
3. Close Preferences.
4. In the menu bar, select Developer > Show error console.
5. Screenshot any errors that appear.

• To generate a HAR file in Edge

1. Open Edge and go to the Network tool.
2. Reproduce the issue while the network requests are recorded.
3. Export captured traffic as a HAR file.
4. Upload the HAR file to your ticket with Zendesk Customer Support for further investigation.
   See Instructions for sending HAR files. 

For any issues generating a HAR file in Safari, see this article from Microsoft Edge website: Inspect network activity.

To retrieve console logs in Edge

1. Select the three dots in the upper-right corner of your browser window.
2. Click More tools > Developer Tools.
3. In the DevTools panel, click the Console tab.
4. Right-click the console and select Clear Console of any pre-existing logs.
5. Check the Preserve Log checkbox.
6. Replicate the issue that you experienced in the Edge browser.
7. Screenshot any errors that appear.