Gather network logs using Microsoft Edge

When problems occur, console and network logs provide visibility into the actions and events on an agent’s computer. When combined with Cloud-side logging, browser logs (console logs and network logs) provide Customer Care with a full picture of an issue. Troubleshooting issues without complete information can be difficult, if not impossible.

The network log helps diagnose WebRTC issues and helps diagnose call control issues. To retrieve a network log while Genesys Cloud runs on Edge, follow these steps:

  1. To the right of the address bar, click Settings and more and then More Tools > Developer Tools. Microsoft Edge DevTool window opens.
  2. Click the Network tab.
  3. Enable the Preserve log checkbox.
  4. Click Clear network log .
  5. While the console remains open, reproduce the issue.
  6. After you reproduce the issue, export the log as a HAR file.
    • To export as a sanitized HAR file: On the Network panel, click the Export HAR (sanitized) button.

      Option to export a sanitized HAR file on Microsoft Edge

    • To export as a HAR file with sensitive data:
      1. On the menu bar, click Customize and control DevTools and then click Settings.

        Customize and control DevTools option in Microsoft Edge

        Settings option on the customize and control DevTools menu in Microsoft Edge

      2. On the Preferences tab, under the Network section, select Allow to generate HAR with sensitive data.Option to allow generation of HAR file with sensitive data in Microsoft Edge
      3. Close the Settings window.
      4. Long-click the Export HAR (sanitized) button and from the drop-down menu, select Export HAR (with sensitive data).Option to export HAR file with sensitive data on Microsoft Edge
  7. Name and save the file.

    Note: If you copy or move log files soon after saving, they can break. Ensure to wait for the data transfer to complete after saving the file and then, move the file to a different location or upload the file to the Support ticket.

  8. Upload the file to the Support ticket along with any other requested info. Use My Support to open and manage your support cases.

    Note: Ensure to redact or scrub user passwords from the HAR files that you upload, if relevant. If necessary, you can ensure that users change their passwords after the logs have been captured.