How to gather Browser Troubleshooting Information (Console & HAR)

Overview

To resolve complex support cases, the Elevatic Support team may require detailed data from your browser. This usually falls into two categories:

Console Logs: Captures errors, warnings, and internal app messages.
HAR Files: Captures network requests, performance data, and communication between your browser and the server.

These files may contain sensitive information (e.g., usernames or page titles). We treat this data with the utmost care, using it solely for troubleshooting in accordance with data security laws.

1. Gathering Console Content

Use these steps if you are asked for "Console logs" or "Console output."

Chrome & Microsoft Edge

Right-click any page element and select Inspect.
Select the Console tab.
Click the Cog (⚙️) icon and ensure Preserve Log is checked.
Ensure the filter is set to All levels (or "All messages").
Reload the page and perform the actions that trigger the issue.
Right-click anywhere in the console body and select Save as....
Attach the resulting .log or .txt file to your support ticket.

Firefox

Press F12 or right-click and select Inspect.
Select the Console tab.
Check the Persist Logs option in the settings.
Ensure all tags are selected (Errors, Warnings, Logs, etc.).
Reload the page and reproduce the issue.
Right-click in the console body > Select all.
Right-click again > Copy messages (or paste into a text editor and save).
Attach the file to your support ticket.

Safari

Right-click and select Inspect Element.
Select the Console tab.
Ensure Preserve Log is checked.
Reload the page and reproduce the issue.
Use CMD+A to select all entries, copy them, and paste them into a text file.

2. Generating HAR Files

Use these steps if you are experiencing performance issues, slow page loads, or missing data.

Chrome / Edge / Firefox

Open Developer Tools (F12) and select the Network tab.
Ensure the "Record" button (red circle) is active.
Check the Preserve log checkbox.
Reload the page to capture the full initial request.
Perform the steps that demonstrate the issue.
Export the file:
- Chrome/Edge: Right-click in the list of requests > Save all as HAR with content.
- Firefox: Click the Cog (⚙️) or Export > Save All As HAR.
Attach the .har file to your support ticket.

Verification Step

✅ Before sending, ensure the file you saved contains text/data from the timeframe when the error occurred.