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Generate Console Logs/HAR Files for Troubleshooting

Melissa Borup
  • Updated

 

If you are experiencing technical difficulties using ZenVideo in a supported browser, ZenVideo Support may request that you attach screenshots or files to help troubleshoot and debug the issue. This may include console logs and HAR files. 

  • Console logs help provide insight into how your browser interacts with the code of a webpage. 

  • HAR files (HTTP ARchive format files) help provide insight into how your browser interacts with a website on the Network level. 

⚠️ Note: HAR files may contain the content and cookies of any pages you are recording, which may include sensitive information (including, but not limited to: passwords, user IDs, and credit card numbers). Please ensure that you clear any logs before and after capturing the data, as instructed for each browser below. 

In this article:

Apple Safari

Console Log: 

💡 Tip: By default, Safari hides the Develop menu from the menu bar, which you will need to enable to access the Developer Panel - home of Console. You will need to enable it in your browser if it does not appear in your menu bar.

To show the Develop menu: 

  1. From the top menu, click Safari and navigate to the Preferences menu (or select ⌘, on the keyboard)
    mceclip0.png

  2. In the Preferences menu, click on the Advanced tab

  3. Click the checkbox next to ‘Show Develop menu in menu bar’ if it is currently not selected. 

  4. Exit the Preferences menu after you’ve confirmed the Develop menu appears in the top bar (between Bookmarks and Window) 

To access the Console log

  1. In Apple Safari, click on the Develop menu 

  2. Click on Show Web Inspector to open the Developer panel. 

  3. Click on the Console tab, and make sure that the All filter is selected on the right-hand side of the panel. 

  4. Right-click the Console panel and select Clear Log to clear any previous logs recorded.

  5. Click the checkbox for Preserve Log mceclip1.png

  6. Replicate the issue that you faced in the Safari browser. The Console panel will record the activity. 

  7. Right-click on the Console panel (now with your recorded activity log), and click Save selected to save as a file on your local drive. You can attach this file to your ZenVideo Support ticket if the Support team requests it. 

  8. Uncheck the Preserve Log checkbox, right-click the Console panel, and click Clear Log to clear the console activity log from your browser.

HAR file: 

  1. Click on the Develop menu in the top menu bar and click Show Web Inspector. 

  2. In the Web Inspector console, click the Network tab

  3. Click the garbage can mceclip3.png icon on the right of the Network Panel to clear any previous cache of network items. 

  4. Check the Preserve Log checkbox. 

  5. Replicate the issue that you faced in the Safari browser. 

  6. Click Export at the top-right of the Network panel to export the HAR file and save it to your local drive. You can attach this file to your ZenVideo Support ticket if the Support team requests it.
    mceclip4.png

  7. Uncheck the Preserve Log checkbox and click the garbage can icon to clear the log from the browser. 

    💡Tip: The Export button may be hidden if your browser window is too small. If you are unable to see the Export button, resize your browser window to a larger size.

Read about troubleshooting Apple Safari at Apple Safari’s Help Center

Google Chrome

Console Log: 

  1. Click on the three dots mceclip5.png in the top-right of the browser. 

  2. Click More tools > Developer Tools to open the Developer Tools panel.

  3. Click the Console tab and select Preserve log in the top menu panel. 

  4. Click the Clear mceclip7.png button in the upper-left of the panel to clear any existing logs. 

  5. Click the settings gear  mceclip6.png on the right of the panel and select Preserve log. 

  6. Replicate the issue that you experienced in the browser. 

  7. Right-click the Console panel and select Save As to save the log to your local hard drive. You can attach this file to your ZenVideo Support ticket if the Support team requests it.

  8. Unselect the Preserve log option from the menu panel and click the Clear button in the upper-left of the tab to clear the log from the browser.

HAR file: 

  1. Click the three dots mceclip5.png  in the upper-right corner of the browser window. 

  2. Click More Tools > Developer Tools to open the Developer Tools console 

  3. Click the Network tab

  4. Click the Clear mceclip7.png button in the upper-left corner of the tab to clear any existing logs. 

  5. Click the checkbox to select the Preserve Log box option. 

  6. Locate the round Record mceclip8.png button in the upper-left corner of the tab to start recording.
    💡 Tip: If the Record button is grayed out ( mceclip14.png) it is not recording. If it is red/highlighted (mceclip8.png), it is recording.

  7. Replicate the issue that you were facing in the Chrome browser.

  8. After replicating, right-click the panel and select Save As to save the HAR file to your local drive. You can attach this file to your ZenVideo Support ticket if the Support team requests it.

  9. Click to uncheck the Preserve Log checkbox and click the Clear button mceclip7.png in the upper-left corner of the tab to clear the log from the browser.

Read about troubleshooting Google Chrome at Google Chrome’s Help Center.

Microsoft Edge 

Console Log: 

  1. Click the three dots  mceclip16.png in the upper-right corner of the browser window.

  2. Click More tools > Developer Tools to open the Developer Tools panel 

  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. Right-click the console log and select 'Save as' to save the log in a file on your local drive. You can attach this file to your ZenVideo Support ticket if the Support team requests it.

  8. Uncheck the Preserve Log checkbox, right-click the Console panel, and select Clear Console to clear the log from the browser.

HAR file: 

  1. Click the three dots in the upper-right corner of the browser window. mceclip16.png

  2. Click More tools > Developer Tools to open the Developer Tools panel 

  3. Click the Network tab at the top of the Developer Tools panel.
    💡Tip: The Network button may be hidden if your browser window is too small. If you are unable to see the Network button, click the double arrows icon mceclip18.pngat the top of the Developer Tools panel

  4. Click the Clear button mceclip19.png in the upper-left of the tab to clear any existing logs. 

  5. Check the Preserve Log checkbox. 

  6. Locate the round Record mceclip20.png button in the upper-left corner of the tab to start recording.
    💡 Tip: If the Record button is grayed out (mceclip21.png ) it is not recording. If it is red/highlighted ( mceclip20.png), it is recording.

  7. Replicate the issue that you were facing in the Edge browser.

  8. After replicating, click the Export HAR button. You can attach this file to your ZenVideo Support ticket if the Support team requests it.

  9. Uncheck the Preserve Log checkbox and click the Clear button mceclip19.png in the upper-left of the tab to clear the log from the browser.

Read about troubleshooting Microsoft Edge at Microsoft Edge Help & Learning

Mozilla Firefox 

Console Log: 

  1.  In the Mozilla Firefox browser window, click on the three horizontal lines (also known as the hamburger icon) mceclip9.png in the top-right of the browser window

  2. Click on More Tools >  Web Developer Tools to open the Web Developer Panel. 

  3. Click on the Console tab. 

  4. Click the garbage can mceclip11.png icon on the left of the panel to clear any pre-existing logs. 

  5. Click on the gear icon mceclip10.png on the right side of the Console Panel and select "Persist Log." 

  6. Ensure the Debug and XHR filters are enabled. 
    mceclip12.png

  7. Replicate the issue that you experienced in the Firefox browser. 

  8. Right-click the Console panel and select "Save all as Messages to File” to save the console log directly to your local drive. You can attach this file to your ZenVideo Support ticket if the Support team requests it.

  9. Unselect the "Persist Log" button on the right side of the Console panel and click the garbage can icon on the left side of the panel to clear the log from the browser.

 

HAR File: 

  1.  In the Mozilla Firefox browser window, click on the three horizontal lines (also known as the hamburger icon) in the top-right of the browser window. mceclip9.png

  2. Click on More Tools >  Web Developer Tools to open the Web Developer Panel. 

  3. Click on the Network tab. 

  4. Click on the garbage can mceclip11.png icon on the left of the Network panel to clear any pre-existing logs. 

  5. Click on the gear icon A gear icon. on the right side of the Console Panel and select "Persist Log."

  6. Replicate the issue you were facing in the Firefox browser —the recording will autostart. 

  7. Right-click in the Network panel and select 'Save all as HAR' to save the file to your local drive. You can attach this file to your ZenVideo Support ticket if the Support team requests it.

  8. Unselect the Persist Log option by clicking the gear icon mceclip10.png  on the right of the Network panel. Click the garbage can icon on the left of the panel to clear the log from the browser. 

Read about troubleshooting Mozilla Firefox at Mozilla’s Firefox Support. 

 

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