How To Generate HAR and Log files for troubleshooting.

If the above video is not accessible due to your internal network policy please follow the instructions below:

(Below steps assumes using Google Chrome browser, similar instructions when using Edge):

1.  Open Google Chrome or Edge, and go to your ControliQ Login Page and log in as normal. (If your issue is preventing you from logging in, such as a 404 error – Please skip to step 3 to access Developer Tools and start the Record Network Log just prior to attempting login.)

2.  Attempt to start your RTM session (OR proceed to complete the action where you last encountered the error/fault, e.g. “500 error” page or “An unexpected error has occurred”).

3.  Once your RTM session has begun, OR upon successful replication of the issue, press F12 to open the Developer Tools. Alternatively, click on the 3 dots (menu) button in the top right, highlight “More tools >” and click on “Developer Tools”.

4.  Ensure that the Network and Console tabs are present, if they are not, please click the Add button as shown below and add both Network and Console.

5.  Click on Network and ensure that Preserve Log (#1) is ticked (If the Network tab is not available, click the Add button shown below and Add the Network Tab)

6.  Click the Record Network Log (Circle button, #2) - it should go red when recording has begun.

7.  Attempt to use RTM as normal and if the “errors” don’t appear, keep attempting to log and switch activities a couple of more times (OR attempt to replicate the fault/performance issue last experienced).

8.  If you successfully replicate the error/performance issue you last encountered, stop the recording (Circle Button, #2 again), and then click the Export HAR button (#3)

9.  Save the .HAR file somewhere you'll be able to find it again.

10.  Open the Console tab, right click the middle of the screen (anywhere there is text), and click Save As... (#4)

11.  Save the .LOG file somewhere you'll be able to find it again.

12.  Alternatively, if successful in replicating the RTM “Errors” OR relevant fault/performance issue, leaving this on screen, stop the recording, as mentioned in step 6 -- so that the last thing recorded should be this screen.

13.  Follow steps 7-9 to save the files.

  
 
 
Once this is done, please email us back with both the .HAR file saved from the Network tab, and the .LOG file saved from the Console tab. This assumes you're able to replicate the blank page seen when selecting your team in RTM, the 3x RTM “Error” message, “500 error” OR the error/fault/performance issue that you last encountered.