In this article, you will learn more about:
Console logs
- What are console logs
- How to gather console logs on:
- Chrome
- Edge
- Mozilla Firefox
- Safari
Network logs
- What are network logs
- How to gather network logs on:
- Chrome
- Edge
- Mozilla Firefox
- Safari
Logs for iOS applications
Console logs
What are console logs?
Console logs provide visibility into the actions and events on a user's computer when problems occur. When combined with Cloud-side logging, console and network logs provide Engineers Team with a full picture of an issue. It can be difficult, if not impossible, to troubleshoot issues with incomplete information.
How to gather console logs?
The method to get a console log on Mac and Windows is the same:
- In your Chrome browser, click on three dots in the upper right corner of the page
- Then choose "More tools"
- Select "Developer tools".
- In the upper right corner of the developer tools menu, click on the "Settings" icon
- Under the "Console" section, make sure that bellow checkboxes are marked: Log XMLHttpRequests; Show timestamps; Preserve log upon navigation;
- Quit the settings, they are saved automatically
- Make sure you're on the console tab of developer tool.
- On the right side of the filter field, click on the dropdown with a list of filter levels. Make sure that all filter levels are selected.
- Clear the console, by clicking to the icon on the left corner
- Leave the console or open and reproduce the steps of the issue under investigation
- After you reproduce the issue, return to the network logs as done previously. Do a screenshot of the page (check this article to know how to take a screenshot).
- Right-click on any line of the logs and save the log file.
- Upload the file to the support ticket along with any other requested information.
The method to get a console log on Mac and Windows is the same:
- In your Edge browser, click on three dots in the upper right corner of the page
- Then choose "More tools"
- Select "Developer tools".
- In the upper right corner of the developer tools menu, click on the "Settings" icon
- Under the "Console" section, make sure that bellow checkboxes are marked: Log XMLHttpRequests; Preserve logs;
- Quit the settings, they are saved automatically
- Make sure you're on the console tab of developer tool
- On the right side of the filter field, click on the dropdown with a list of filter levels. Make sure that all filter levels are selected.
- Clear the console, by clicking to the icon on the left corner
- Leave the console open and reproduce the steps of the issue under investigation
- After you reproduce the issue, return to the network logs as done previously. Do a screenshot of the page (check this article to know how to take a screenshot).
- Right-click on the logs and save the log file
- Upload the file to the support ticket along with any other requested information.
The method to get a console log on Mac and Windows is the same:
- In your Firefox browser, click on the 3 lines icon in the top right corner of the page
- Select "Web Developer"
- Then click on "Web Console"
- Click on the settings' icon in the upper right corner of the console panel and
- Make sure that "Persist logs" and "Show timestamps" are ticked
- Delete the current logs by clicking on the bin icon in the upper left corner of the console panel
- Leave the console panel open and perform the steps that reproduce the issue.
- After performing the actions, open the console panel if you closed it. Do a screenshot of the page (check this article to know how to take a screenshot).
- Right-click on the logs to copy it. Open a blank note on your laptop or the text app and paste the logs in it.
- You will then be able to save it on a folder
- Upload the file to the support ticket along with any other requested information.
- In your Safari browser, right-click on the page and select "Inspect Element"
- Select the "Console" tab
- Make sure that "Preserve Log" checkbox is ticked
- Select "All" for the filter section
- Delete the current logs by clicking on the bin icon
- Leave the console open and reproduce the steps of the issue under investigation
- After you reproduce the issue, return to the network logs as done previously. Do a screenshot of the page, (check this article to know how to take a screenshot). Click on any entry in the Console log and copy it.
- Paste the content into a blank text file and save it
- Upload the file to the support ticket along with any other requested information
Network logs
What are Network logs?
The network log helps diagnose WebRTC (Real Time Communication for Web) issues. In addition, it helps with call control issues.
How to collect network logs?
To get a network log with Sherpany running on Chrome, follow these steps:
- Click on three dots in the upper right corner
- Then choose "More tools"
- Select "Developer tools"
- Select the Network tab
- Check the "Preserve Log"
- Clear the network panel, by clicking to the icon on the left corner
- Leave the network panel open and reproduce the steps of the issue under investigation
- After you reproduce the issue, return to the network logs as done previously
- Right-click on any line and select "Save all as HAR with content"
- Name and save the file
- Upload the file to the support ticket along with any other requested information
To get a network log with Sherpany running on Edge, follow these steps:
- In your browser, click on three dots in the upper right corner of the page
- Then choose "More tools"
- Select "Developer tools"
- Go to the Network tab"
- Check the "Preserve log" box
- Clear the network panel, by clicking to the icon on the left corner
- Leave the window open, and reproduce the steps of the issue under investigation
- After you reproduce the issue, return to the network panel as done previously
- Right-click on any line of the logs and save the log file "Save all as HAR with content"
- Upload the file to the support ticket along with any other requested information
To get a network log with Sherpany running on Firefox, follow these steps:
- In your Firefox browser, click on the 3 lines icon in the top right corner of the page
- Select "Web Developer"
- Then click on "Network"
- Click on the settings' icon on the upper right corner of the panel and
- Make sure that "Persist logs"is ticked
- Delete the current logs by clicking on the bin icon in the upper left corner of the console panel
- Leave the console panel and perform the steps that reproduce the issue
- After performing the actions, open the network panel as previously
- Right-click on any line of the logs and select "Save all as HAR with content"
- Upload the file to the support ticket along with any other requested information
To get a network log with Sherpany running on Safari, follow these steps:
- In your Safari browser, right-click on the page and select "Inspect Element"
- Select the "Network" tab
- Make sure that "Preserve Log" checkbox is ticked
- Delete the current logs by clicking on the bin icon
- Leave the console open and reproduce the steps of the issue under investigation
- After you reproduce the issue, return to the network logs as done previously and reload the Network tab
- Click on any activity line, then click on the “Export” icon or right-click and choose “Export HAR”
- Upload the file to the support ticket along with any other requested information
Logs from iOS Applications
If you notice any issues with your application, you can send us your application logs.
The log file records your activity on the application. This information helps us identify errors and improve the tool's performance.
To do so, you can :
- Open the Sherpany Application where you could observe the issue
- Access your account (if necessary)
- Sync the application (if necessary)
- Click on the help center button
- « Report an issue »
Here you will be asked to provide us with some information and add an explanation about the error you are facing in order to help our engineers to understand better what is happening.
Finally, the logs will be sent directly to us.
The customer team will recontact you as soon as we can find a solution.