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Gather logs for engineers

In this article you will learn more about:

Console logs

  • What are console logs
  • How to gather console logs on: 
    • Chrome
    • Internet Explorer/Edge
    • Mozilla Firefox 
    • Safari

Network logs

  • What are network logs
  • How to gather network logs on: 
    • Chrome
    • Internet Explorer/Edge
    • Mozilla Firefox 
    • Safari
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?

Chrome Explorer/Edge FirefoxSafari

The method to get a console log on Mac and Windows is the same:

  1. In your Chrome browser click on three dots in the upper right corner of the page
  2. Then choose "More tools" 
  3. Select  "Developer tools".
  4. In the upper right corner of the developer tools menu, click on the "Settings" icon
  5. Under the "Console" section, make sure that bellow checkboxes are marked: Log XMLHttpRequests; Show timestamps; Preserve log upon navigation;
  6. Quit the settings, they are saved automatically
  7. Make sure you're on the console tab of developer tool.
  8. 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.
  9. Clear the console, by clicking to the icon on the left corner
  10. Quit the console or leave it open and reproduce the steps of the issue under investigation
  11. After you reproduce the issue, return to the console as done previously. Do a screenshot of the page (check this article to know how to take a screenshot). 
  12. Right-click on any line of the logs and save the log file.
  13. 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?

ChromeExplorer/Edge FirefoxSafari

To get a network log with Sherpany running on Chrome, follow these steps:

  1. Click on three dots in the upper right corner
  2. Then choose "More tools" 
  3. Select  "Developer tools"
  4. Select the Network tab
  5. Check the "Preserve Log"
  6. Clear the network panel, by clicking to the icon on the left corner
  7. Quit the network panel or leave it open and reproduce the steps of the issue under investigation
  8. After you reproduce the issue, return to the console as done previously
  9. Right-click on any line and select "Save all as HAR with content"
  10. Name and save the file
  11. Upload the file to the support ticket along with any other requested information

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