Gather network logs on Chrome

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.

The network log helps diagnose WebRTC issues. In addition, it helps with call control issues. 

To get a network log with Genesys Cloud running on Chrome, follow these steps:

  1. To the right of the address bar, click and then More tools > Developer tools. Chrome’s Developer tools window appears.

  2. Click the Network tab.

  3. Select the Preserve Log check box.

  4. Click .

  5. Leave the console open, and reproduce the issue.

  6. After you have reproduced the issue, right-click on any line and select Save all as HAR with content.

  7. Name and save the file.

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