Get a console log with the desktop app

Note: Genesys Customer Care recommends that you gather console logs with Genesys Cloud running in the Chrome browser. Chrome browser-gathered console logs preserve extra detail.

Console and network logs provide visibility into the actions and events on an agent’s computer when problems occur. When combined with Cloud-side logging, console and network logs provide Customer Care with a full picture of an issue. It can be difficult, if not impossible, to troubleshoot issues with incomplete information.

If you cannot reproduce your issue with Genesys Cloud running in Chrome, you can get your console log with the Genesys Cloud desktop app.

  1. To display the console, use advanced preferences.

  1. Simultaneously press the Option key and click Genesys Cloud > Advanced Preferences…
  2. Select the Enable Developer Tools check box.
  3. Click Genesys Cloud a second time and click Show Console.The console appears.

  1. Click Genesys Cloud Advanced Preferences, and select the Enable Developer Tools check box.
  2. Click Genesys Cloud a second time and click Show Console.The console appears.

  1. Click the Console tab.
  2. At the upper right of the Console window, click .
  3. Click Settings.
  4. In the Console group, select the following check boxes:
    • Log XMLHttpRequests
    • Show timestamps
    • Preserve log upon navigation 
      Note: On Macs, the check box disappears when you click it. If the check box is present, the option is off.
  5. At the upper right, to close the page, click .
  6. Return to the Console tab.
  7. To the right of the Filter field, click the list of filter levels, and click any filter levels not already selected. Make sure that you select All levels.
  8. On the left side of the Filter field, to clear the console click
  1. Leave the console open and replicate the steps to reproduce your issue.
  2. Use your mouse to select all the console text.
  3. Copy the console text. On a Mac use Command+C. On Windows, use Ctrl+C.
    Note: The Save as … command does not work in the Genesys Cloud desktop app.
  4. Paste the log in a plain text file. 
  5. Upload the file to your Support ticket along with any other requested information. Use My Support to open and manage your support cases.