Obtaining a Console Log

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  2. Obtaining a Console Log

Obtaining a Console Log


Google Chrome
  • On Google Chrome, click on the three dots from the upper-right corner of the web browser.
  • Then, click on More tools > Developer Tools. The Developer Tools panel opens.
  • From the Developer panel, select the Console tab.
  • Click on the Cog icon to open the Console settings.
  • From the Console settings, click on the Preserve log checkbox and Log XMLHttpRequests.
  • Next, click on the Clear button. This is to start clean when reporting an issue.
  • Try to repeat the issue you have observed. The network activity will be recorded.
  • Once you have repeated the issue, right-click on the Console panel. A context menu will open.
  • From the context-menu, click on the Save as menu.
  • Save the .log file to your computer and attach to your email for our Support team.

Mozilla Firefox
  • On Mozilla Firefox, click on the hamburger icon from the upper-right corner of the web browser.
  • Then, click on Web Developer > Toggle Tools. The Developer Tools panel opens.
  • From the Developer panel, select the Console tab.
  • Next, click on the Persist log checkbox.
  • Enable both Debug and XHR filters.
  • Then, click on the Clear button. This is to start clean when reporting an issue.
  • Try to repeat the issue you have observed. The console activity will be recorded.
  • Once you have repeated the issue, right-click on the Console panel. A context menu will open.
  • From the context-menu, click on the Select all menu.
  • Then, open the context-menu again, and click on the Copy message menu.
  • Open a text editor and paste the log that you have copied.
  • Save the file as a text file with .txt extension to your computer and attach to your email for our Support team.

Apple Safari

Enable Apple Safari Develop menu

Apple Safari includes a Develop menu that is disabled by default. The Develop menu provides additional tools in troubleshooting issues in the web player. Following this guide will help you enable the Develop menu from your web browser.

  • Start Apple Safari.
  • Click on the Safari menu and choose Preferences.
  • Click on the Advanced tab.
  • On the Advanced tab, click on the checkbox to Show Develop menu in menu bar.
  • Ensure that the Develop menu is visible between the Bookmarks and Window menus.
  • Then, close the Preferences window.
Proceed with the Console log
  • On Apple Safari, click on the Develop menu.
  • Then, click on Show Web Inspector. The Developer panel opens.
  • From the Developer panel, click on the Console tab.
  • Ensure that the filter for All is selected.
  • Next, click the checkbox for Preserve Log.
  • Then, click on the Clear Network Items button.
  • Try to repeat the issue you have observed. The console activity will be recorded.
  • Once you have repeated the issue, select all and copy the entire contents of the console activity.
  • Then, paste the contents into a text editor and save to your computer.
  • Send the log file to the Support team for analyses.

Microsoft Edge
  • On Microsoft Edge, click on the three dots icon from the upper-right corner of the web browser.
  • Then, click on More tools > Developer Tools. The Developer Tools panel opens.
  • From the Developer panel, select the Console tab.
  • Next, click on the Preserve log checkbox.
  • Ensure that the All filter is selected.
  • Then, click on the Clear button. This is to start clean when reporting an issue.
  • Try to repeat the issue you have observed. The console activity will be recorded.
  • Once you have repeated the issue, right-click on the Console panel. A context menu will open.

Note: The console activity records all events during the session. You can click on the triangle icon of an event to collapse and show additional logging information useful for troubleshooting.

  • Next, manually highlight and select all entries from the Console tab.
  • Then, right click to open the context-menu, and click on the Copy menu.
  • Open a text editor and paste the log that you have copied.
  • Save the file as a text file with .txt extension to your computer and attach to your email for our Support team.

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