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How to upload HAR file and console log from browser to RMM Central Support team?

Description

When you face issues while working with RMM Central, our product experts in support will refer to your HAR file and console log to resolve UI issues that you are facing. To provide an appropriate solution for your issue, you need to send us the required HAR file and console log from browser. You can follow this document to upload the required files to our support team.

Learn in detail on how to upload:

Uploading HAR file

Below are some instructions about how you can easily generate a HAR file using different browsers.

To generate the HAR file for Chrome

  1. Open Google Chrome and go to the page where the issue is occurring.
  2. From the Chrome menu bar, select Click Customize and control Dev Tools button (3 vertical dots) > More Tools > Developer Tools.
  3. From the panel opened, select the Network tab.
  4. Look for a round record button
  5. Check the box Preserve log.
  6. Click the Clear button
  7. Reproduce the issue that you were experiencing before, while the network requests are being recorded.
  8. Once you have reproduced the issue, right-click anywhere on the grid of network requests, select Save all as HAR with Content, and save the file to your computer.

To generate the HAR file for firefox

  1. Open Firefox and go to the page where you are experiencing trouble.
  2. Select the Firefox menu (three horizontal parallel lines) at the top-right of your browser window, then select Web Developer > Network.
  3. The Developer Network Tools opens as a docked panel at the side or bottom of Firefox. Click the Network tab.
  4. The recording autostarts when you start performing actions in the browser.
  5. Once you have reproduced the issue and you see that all of the actions have been generated in the Developer Network Panel (should just take a few seconds), right-click anywhere under the File column and click on Save all as HAR.
  6. Save the HAR file somewhere convenient.

To generate the HAR file for Internet Explorer/Microsoft Edge

  1. Open Internet Explorer and go to the page where the issue is occurring.
  2. Press F12 on your keyboard (or click the gear icon > F12 Developer Tools)
  3. Click the Network tab.
  4. Reproduce the issue that you were experiencing before, while the network requests are being recorded.
  5. Once done click the Save button.
  6. Give the trace a filename and click the Save button which will save it as a .har file or .xml file.

To generate the HAR file for Safari

Before generating the HAR file, make sure you can see the Develop menu in Safari. If it is not there, follow the instructions under Use the developer tools in the Develop menu in Safari on Mac.

  1. Open the Develop menu and select Show Web Inspector.
  2. Click the Network tab and complete the activity that is causing issues.
  3. Click the download icon (the arrow pointing down icon) and save the web archive file.

Uploading Console log from browser

Below are some instructions about how you can easily upload console log from different browsers.

Enabling timestamps and preserving logs using Chrome

  1. From the menu bar click Customize and control Dev Tools button (3 vertical dots) > More Tools > Developer Tools.
  2. Click Settings
  3. Under Preferencestick the following check boxes:
    • Log XML HTTPRequests
    • Show timestamps
    • Preserve log upon navigation

Enabling timestamps and preserving logs using Firefox

  1. From the menu bar click Tools > Web Developer > Toggle Tools
  2. Click Customize Developer Tools and Get Help
  3. Click Settings
  4. Tick the following checkboxes:
    • Enable timestamps

Uploading console logs from Chrome or Firefox

  1. Open the Developer Tools (or press F12)
  2. Reproduce the particular issue that you were facing before, while the error messages are being recorded.
  3. Click on the Console tab in the developer tool.
  4. Copy the text from the console.
    • For Chrome: Right click > Save as (notepad text file)
    • For Firefox: Right Click > Select All, Right click > Copy. Paste the content and save it as a text document (.txt file)
  5. Attach the text file to your support ticket.

Uploading console logs from Internet Explorer:

  1. Press the F12 key to open the Developer Tools Window
  2. In the Console Tab, enable extra logging by executing the following command:
    • AgentSDK.EnableIE11DebugLogging(true)
  3. Reproduce the particular issue that you were facing before, while the error messages are being recorded.
  4. From the Console Tab, Right click and click Copy All
  5. You disable the extra logging by executing:
    • AgentSDK.EnableIE11DebugLogging(false)

Note: It recommended to turn debug logging off after testing as leaving it on for extended periods can cause IE to crash.

Sending it to RMM Central support

To send the files in an existing ticket, reply on the email thread which had been initiated by rmmcentral-support@manageengine.com

To send the file in a new ticket, follow the steps given below:

  1. From a web browser, connect to this link.
  2. Specify the Ticket ID, if you have one.
  3. Add the modules, of which the logs are uploaded.
  4. Specify your email address and the address to receive notifications.
  5. Specify the reason.
  6. Click Add files to browse and select the required log files.
  7. Click Upload.
 
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