In this article, you will learn:
- What network logs are.
- What console logs are.
- How to gather log files on:
- Chrome
- Edge
- Mozilla Firefox
- Safari
It is possible that a support member requests log files while trying to support you with an issue. This can seem confusing at first, but this guide will show you step by step just what to do.
Why do we need log files?
Log files serve as a valuable source of information for troubleshooting, performance optimization, and security analysis. Log files contain detailed information about the communication between your browser, your network and our servers. This information helps the support team to identify the root cause of the issues that you reported.
What are network logs?
Network logs are records of events and activities that occur on a computer network. Network logs capture various types of data, including network traffic, device configurations, user activity, and system errors. They provide a detailed account of every action and communication that takes place on the network, making them essential for understanding network behaviour and identifying potential issues.
What are console logs?
Console logs provide visibility into the actions and events on a user's computer when problems occur. The console log file appends the console outputs of all services into one common log file, which we can then review in order to understand and identify the issue.
Please select your browser:
How to gather logs in the Chrome browser
The method to gather logs on Mac and Windows is the same.
Warning
Make sure you are doing the following steps while on your Sherpany page where the issue is occurring. Depending on your browser settings, version and company restrictions, your setup may look different from the examples shown below. If at any point you need help, please do not hesitate to contact us for assistance.
To gather the Network Logs
- First, to open the developer tools, you can either:
- Right-click on the page where the error occurs and select "inspect",
- Press "F12" on Windows, or "command + option + I" on Mac,
- Or click on the three dots in the upper right of the browser, then go to "more tools" and then "developer tools".
- This will open a side panel. You will still be able to see the webpage you are on as well. Should any of the options not be visible, please try pulling this panel larger, as some options may be hidden if the panel is too small.
- Then select "Network" from the tabs at the top of the developer tools panel.
- Directly under the different tabs you will see "preserve log", please make sure that there is a blue checkmark next to this option.
- On the same line as "preserve log", you should see this
icon, please click this to delete the current log.
This will ensure that only information relevant to the error is recorded - Next to the button to delete the current log is the record button. Please make sure this is red
. If it is grey
, click it once to activate the recording. - You should see a menu for "Request types" below the "preserve log", please click on this and make sure that "All" is selected.
If you do not see this option, it may be that it is under "Filters", in which case, make sure the selection for the filter is set to "All". Should you not see any of these options, try clicking this icon 
to open the filter section. - Now you can reproduce the error. Simply leave the developer tools panel open, and reproduce the issue in Sherpany.
You should see this being recorded in the developer tools panel, if there is nothing happening, please:
- Make sure your settings are correct.
- Try starting your reproduction a few steps before the actual error occurs, as the error code might be hidden in the logs before that.
Once you have recorded the error, make a screenshot of the developer tools panel and then click the download button
to the right of "preserve log", and save the file to your desktop. The file type is .HAR.
Finally, send this .HAR file and the screenshot via e-mail to [email protected].
To gather the Console logs
- First, to open the developer tools, you can either:
- Right-click on the page where the error occurs and select "inspect",
- Press "F12" on Windows, or "command + option + I" on Mac,
- Or click on the three dots in the upper right of the browser, then go to "more tools" and then "developer tools".
- This will open a side panel. You will still be able to see the webpage you are on as well. Should any of the options not be visible, please try pulling this panel larger, as some options may be hidden if the panel is too small.
- Then select "Console" from the tabs at the top of the developer tools panel.
- Enter the settings by clicking on the little cog icon in the row under where you just selected the console.
- Please make sure the following settings are active, then close the settings by clicking the cog again:
- Log XMLHttpRequests
- Preserve Log
- Delete the console logs by clicking this icon
in the same row as the settings cog, on the left side. This will ensure that only information relevant to the error is recorded.
- Now you can reproduce the error. Simply leave the developer tools panel open, and reproduce the issue in Sherpany.
You should see this being recorded in the developer tools panel, if there is nothing happening, please:
- Make sure your settings are correct.
- Try starting your reproduction a few steps before the actual error occurs, as the error code might be hidden in the logs before that.
- Once you have recorded the error, make a screenshot of the developer tools panel and then right-click on the field where the error is shown, and save the file to your desktop. The file type is .log.
- Finally, send this .log file and the screenshot via e-mail to [email protected].
How to gather logs in the Edge browser
The method to gather logs on Mac and Windows is the same:
Warning
Make sure you are doing the following steps while on your Sherpany page where the issue is occurring. Depending on your browser settings, version and company restrictions, your setup may look different from the examples shown below. If at any point you need help, please do not hesitate to contact us for assistance.
To gather the Network Logs
- First, to open the developer tools, you can either:
- Right-click on the page where the error occurs and select "inspect",
- Press "F12" on Windows, or "command + option + I" on Mac,
- Or click on the three dots in the upper right of the browser, then go to "more tools" and then "developer tools".
- This will open a side panel. You will still be able to see the webpage you are on as well. Should any of the options not be visible, please try pulling this panel larger, as some options may be hidden if the panel is too small.
- Then select "Network" from the tabs at the top of the developer tools panel.
- Directly under the different tabs you will see "preserve log", please make sure that there is a blue checkmark next to this option.
- On the same line as "preserve log", you should see this icon, please click this to delete the current log.
This will ensure that only information relevant to the error is recorded - Next to the button to delete the current log is the record button. Please make sure this is red . If it is grey, click it once to activate the recording.
- Under the Filter, please make sure that "All" is selected.
- Now you can reproduce the error. Simply leave the developer tools panel open, and reproduce the issue in Sherpany.
You should see this being recorded in the developer tools panel, if there is nothing happening, please:
- Make sure your settings are correct.
- Try starting your reproduction a few steps before the actual error occurs, as the error code might be hidden in the logs before that.
Once you have recorded the error, make a screenshot of the developer tools panel and then click the download button
to the right of "preserve log", and save the file to your desktop. The file type is .HAR.
Finally, send this .HAR file and the screenshot via e-mail to [email protected].
To gather the Console logs
- First, to open the developer tools, you can either:
- Right-click on the page where the error occurs and select "inspect",
- Press "F12" on Windows, or "command + option + I" on Mac,
- Or click on the three dots in the upper right of the browser, then go to "more tools" and then "developer tools".
- This will open a side panel. You will still be able to see the webpage you are on as well. Should any of the options not be visible, please try pulling this panel larger, as some options may be hidden if the panel is too small.
- Then select "Console" from the tabs at the top of the developer tools panel.
- Enter the settings by clicking on the little cog icon in the row under where you just selected the console.
- Please make sure the following settings are active, then close the settings by clicking the cog again:
- Log XMLHttpRequests
- Preserve Log
- Delete the console logs by clicking this icon in the same row as the settings cog, on the left side. This will ensure that only information relevant to the error is recorded.
- Now you can reproduce the error. Simply leave the developer tools panel open, and reproduce the issue in Sherpany.
You should see this being recorded in the developer tools panel, if there is nothing happening, please:
- Make sure your settings are correct.
- Try starting your reproduction a few steps before the actual error occurs, as the error code might be hidden in the logs before that.
- Once you have recorded the error, make a screenshot of the developer tools panel and then right-click on the field where the error is shown, and save the file to your desktop. The file type is .log.
- Finally, send this .log file and the screenshot via e-mail to [email protected].
How to gather logs in the Mozilla Firefox browser
The method to gather logs on Mac and Windows is the same:
Warning
Make sure you are doing the following steps while on your Sherpany page where the issue is occurring. Depending on your browser settings, version and company restrictions, your setup may look different from the examples shown below. If at any point you need help, please do not hesitate to contact us for assistance.
To gather the Network Logs
- First, to open the web developer tools, you can either:
- Right-click on the page where the error occurs and select "inspect",
- Press "F12" on Windows, or "command + option + I" on Mac,
- Or click on the three lines in the upper right of the browser, then go to "more tools" and then "web developer tools".
- This will open a panel at the bottom of the window. You will still be able to see the webpage you are on as well. Should any of the options not be visible, please try pulling this panel larger, as some options may be hidden if the panel is too small.
- Then select "Network" from the tabs at the top of the developer tools panel.
- Directly under the different tabs you will see a cog icon
on the right side. Click this to open the options and make sure there is a check next to the option "persist logs".
- On the same line as the options, you should see the
trash bin icon on the left side, please click this to delete the current log.
This will ensure that only information relevant to the error is recorded - Right of the button to delete the current log is the pause button. Please make sure it looks like this
. If you see a play button
instead, click it once to activate the recording. - There are several filters you can select, please make sure that "All" is selected.
- Now you can reproduce the error. Simply leave the web developer tools panel open, and reproduce the issue in Sherpany.
You should see this being recorded in the web developer tools panel, if there is nothing happening, please:
- Make sure your settings are correct.
- Try starting your reproduction a few steps before the actual error occurs, as the error code might be hidden in the logs before that.
Once you have recorded the error, make a screenshot of the web developer tools panel and then click the cog icon
on the right side, and save the file to your desktop. Or you can right-click in the panel and "Save All As HAR". The file type is .HAR.
Finally, send this .HAR file and the screenshot via e-mail to [email protected].
To gather the Console logs
- First, to open the developer tools, you can either:
- Right-click on the page where the error occurs and select "inspect",
- Press "F12" on Windows, or "command + option + I" on Mac,
- Or click on the three dots in the upper right of the browser, then go to "more tools" and then "web developer tools".
- This will open a panel at the bottom of the window. You will still be able to see the webpage you are on as well. Should any of the options not be visible, please try pulling this panel larger, as some options may be hidden if the panel is too small.
- Then select "Console" from the tabs at the top of the developer tools panel.
- Enter the settings by clicking on the little cog icon
in the row under where you just selected the console on the right side.
- Please make sure the following settings are active, then close the settings by clicking the cog again:
- Show Timestamps
- Persist Log
- To the left of the cog icon, make sure all the filters are active.
- Delete the console logs by clicking this icon
in the same row as the settings cog, on the left side. This will ensure that only information relevant to the error is recorded.
- Now you can reproduce the error. Simply leave the web developer tools panel open, and reproduce the issue in Sherpany.
You should see this being recorded in the web developer tools panel, if there is nothing happening, please:
- Make sure your settings are correct.
- Try starting your reproduction a few steps before the actual error occurs, as the error code might be hidden in the logs before that.
- Once you have recorded the error, make a screenshot of the web developer tools panel and then right-click on the field where the error is shown, and "save all Messages to File" to your desktop. The file type is .log.
- Finally, send this .log file and the screenshot via e-mail to [email protected].
How to gather logs in the Safari browser
Warning
Make sure you are doing the following steps while on your Sherpany page where the issue is occurring. Depending on your browser settings, version and company restrictions, your setup may look different from the examples shown below. If at any point you need help, please do not hesitate to contact us for assistance.
To gather the Network Logs
- First, to open the developer tools:
- Click on the "Safari" menu on the top left, and enter the settings, or press the "command"
button
- Select the advanced settings tab
- Activate "Show features for Web developers", and then close the settings
- You should now see a section at the top for "Develop", click it and select "Show JavaScript Console", or press
"option + command + c"
- Click on the "Safari" menu on the top left, and enter the settings, or press the "command"
- This will open a panel at the bottom of the window. You will still be able to see the webpage you are on as well. Should any of the options not be visible, please try pulling this panel larger, as some options may be hidden if the panel is too small.
- Then select "Network" from the tabs at the top of the developer tools panel.
- Directly under the different tabs you will see this icon
click it and select "Preserve Log"
- On the same line to the right, you should see the
trash can icon, please click this to delete the current log. 
This will ensure that only information relevant to the error is recorded - Next to the icon for preserving the logs, you can select the filter settings, please make sure that "All" is selected.
- Now you can reproduce the error. Simply leave the developer tools panel open, and reproduce the issue in Sherpany.
You should see this being recorded in the developer tools panel, if there is nothing happening, please:
- Make sure your settings are correct.
- Try starting your reproduction a few steps before the actual error occurs, as the error code might be hidden in the logs before that.
Once you have recorded the error, make a screenshot of the developer tools panel and then click the export button
to the left of the trash bin, and save the file to your desktop. The file type is .HAR.
Finally, send this .HAR file and the screenshot via e-mail to [email protected].
To gather the Console logs
- First, to open the developer tools:
- Click on the "Safari" menu on the top left, and enter the settings, or press the "command" button
- Select the advanced settings tab
- Activate "Show features for Web developers", and then close the settings
- You should now see a section at the top for "Develop", click it and select "Show JavaScript Console", or press "option + command + c"
- Click on the "Safari" menu on the top left, and enter the settings, or press the "command"
- This will open a side panel. You will still be able to see the webpage you are on as well. Should any of the options not be visible, please try pulling this panel larger, as some options may be hidden if the panel is too small.
- Then select "Console" from the tabs at the top of the developer tools panel.
- Directly under the different tabs you will see this
icon click it and select "Preserve Log"
- To the left of the icon to preserve the logs, please make sure that the filters are set to "all"
- Delete the console logs by clicking this icon
in the same row as the icon to preserve the logs, on the left side. This will ensure that only information relevant to the error is recorded.
- Now you can reproduce the error. Simply leave the developer tools panel open, and reproduce the issue in Sherpany.
You should see this being recorded in the developer tools panel, if there is nothing happening, please:
- Make sure your settings are correct.
- Try starting your reproduction a few steps before the actual error occurs, as the error code might be hidden in the logs before that.
- Once you have recorded the error, make a screenshot of the developer tools panel and then right-click on the field where the error is shown, and save the file to your desktop. The file type is .log.
- Finally, send this .log file and the screenshot via e-mail to [email protected].