If you're troubleshooting errors, performance issues or unexpected behaviour's with the dashboard or portal, and you need to contact Tyk support, you may want to first capture some additional information. For example, it can be helpful to share a network trace or console output from the browser. This information can provide important details about what exactly is happening in the dashboard or developer portal when your issue occurs.
Note:
Tyk support uses these traces for troubleshooting purposes only. Please be mindful
of who you share your traces with, as they may contain sensitive information about
your environment.
A network trace file (.HAR) might be requested by support engineers during their investigation, so if you attach it when you open a ticket, it can help expedite the troubleshooting process. You can capture this information and share the details with us for analysis on any of the following browsers: Google Chrome, Microsoft Edge, Mozilla Firefox, and Safari (on Mac).
Google Chrome
- Open Google Chrome and navigate to the page where the issue is occurring.
- Press F12 to launch the developer tools or you can also launch the developer tools from the Chrome menu bar, select More tools > Developer tools.
- The developer tools open as a docked panel (on the left, bottom or right) or a separate window based on your settings. Make sure you are on the Network tab
- The browser keeps trace information only for the page that's currently loaded. Set the following options so the browser keeps all trace information. This can be essential if your issue requires visiting multiple pages
- Select the Console tab, select Console settings, and then select Preserve Log.
- Select the Network tab, then select Preserve log.
- By default, the recording starts automatically if there are background processes or when you start performing actions in the browser. Click on the greyed-out avoid/clear icon to remove any existing logs
- Ensure the recording isn't stopped by observing the record icon at the upper-left corner of the tab is red. If it is grey, click it once to start recording. Proceed to reproduce the issue you are experiencing on the dashboard.
- Once you have reproduced the issue, stop the recording and verify that you can see all of the actions have been generated in the Network tab. Next, click the download icon to Export HAR.
- If visiting multiple pages, navigate back in the browser developer tools pane, and select the Console tab. Right-click one of the messages, then select Save as..., and save the console output to a text file.
Microsoft Edge
- Open Microsoft Edge and navigate to the page where the issue is occurring.
- Press F12 to launch the developer tools or you can also launch the developer tools from the Chrome menu bar, select More tools > Developer tools.
- The developer tools open as a docked panel (on the left, bottom or right) or a separate window based on your settings. Make sure you are on the Network tab
- The browser keeps trace information only for the page that's currently loaded. Set the following options so the browser keeps all trace information. This can be essential if your issue requires visiting multiple pages
- Select the Console tab, select Console settings, and then select Preserve Log.
- Select the Network tab. If that tab isn't visible, click the More tools (+) button and select Network. Then, from the Network tab, select Preserve log.
- By default, the recording starts automatically if there are background processes or when you start performing actions in the browser. Click on the greyed-out avoid/clear icon to remove any existing logs
- Ensure the recording isn't stopped by observing the record icon at the upper-left corner of the tab is red. If it is grey, click it once to start recording. Proceed to reproduce the issue you are experiencing on the dashboard.
- Once you have reproduced the issue, stop the recording and verify that you can see all of the actions have been generated in the Network tab. Next, click the download icon to Export HAR
- If visiting multiple pages, navigate back in the browser developer tools pane, and select the Console tab. Right-click one of the messages, then select Save as..., and save the console output to a text file.
Mozilla Firefox
- Open Firefox and navigate to the page where the issue is occurring.
- Press F12 to launch the developer tools. You can launch the developer tools from the Firefox menu (three horizontal parallel lines) at the top-right of your browser window, then select More tools > Web Developer.
- The developer tools open as a docked panel (on the left, bottom or right) or a separate window based on your settings. Make sure you are on the Network tab.
- The browser keeps trace information only for the page that's currently loaded. Set the following options so the browser keeps all trace information. This can be essential if your issue requires visiting multiple pages
- Select the Console tab, select the Settings icon, and then select Persist Logs.
- Select the Network tab, select the Settings icon, and then select Persist Logs.
- By default, the recording starts automatically if there are background processes or when you start performing actions in the browser. Click on the trashcan icon to remove any existing logs
- Ensure the recording isn't stopped by checking the icon sandwiched between the plus icon and the search bar. If the icon state is showing play, click it once to start recording. Proceed to reproduce the issue you are experiencing on the dashboard.
- Once you have reproduced the issue, stop the recording and verify that you can see all of the actions have been generated in the Network tab. Next, right-click anywhere under the Network tab or click the settings gear icon and select Save All As HAR.
- If visiting multiple pages, navigate back in the browser developer tools pane, and select the Console tab. Right-click one of the messages, then select Save as..., and save the console output to a text file.
Safari
- Open Safari and verify you have enabled developer tools.
-
Select Safari, then select Preferences.
- Select the Advanced tab, then select Show Develop menu in menu bar.
-
- Navigate to the page where the issue is occurring. Select Develop, then select Show Web Inspector.
- The developer tools open as a docked panel (on the left, bottom or right) or a separate window based on your settings. Make sure you are on the Network tab
- The browser keeps trace information only for the page that's currently loaded. Set the following options so the browser keeps all trace information. This can be essential if your issue requires visiting multiple pages
- Select the Console tab, then select Preserve Log.
- Select the Network tab, then select Preserve log.
- By default, the recording starts automatically if there are background processes or when you start performing actions in the browser. Click on the trashcan icon at the upper-right corner of the tab to remove any existing logs
- Ensure the recording isn't stopped. If it is then start the recording process. Proceed to reproduce the issue you are experiencing on the dashboard.
- Once you have reproduced the issue, stop the recording and verify that you can see all of the actions have been generated in the Network tab. Next, click the upload icon to Export HAR.
- If visiting multiple pages, navigate back in the browser developer tools pane, select the Console tab, and expand the window. Place your cursor at the start of the console output then drag and select the entire contents of the output. Use Command-C to copy the output and save it to a text file
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