Provide a Screen Shot of the Console Tab

Overview: During the troubleshooting process, Admins may be asked to send BrainStorm Support Team a screenshot of the Console Tab or Network Tab. This information provides visibility to any errors that may be occurring in the browser.

In the of Admins' browser of choice:

  1. Navigate to BrainStorm platform page.

  2. Open Developer Tools (how to do this will vary depending on Admins' browser).

    • In the Edge browser, click Settings and More (3 dots) at the top right of Admins' browser, and choose More tools > Developer tools. This will open a window with several different tabs. (Or click the F12 button the keyboard)

    • In theChrome browser, click Customize and control Google Chrome (3 dots) at the top right of Admins' browser, and choose More tools > Developer tools. This will open a window with several different tabs. (Or click the F12 button on the keyboard)

    • In the Firefox browser is a little different. Click Open menu (3 lines) at the top right of Admins' browser, and choose Web Developer. In the new menu that opens, choose either Web Console or Network. This will open a window with several different tabs, but with the selected option as the active tab.

    • In Safari web browser: Click Safari then Preferences at the top left of Admins' browser. Then Admins will choose Advanced and check the box Show Develop menu in menu bar. Under the Develop tab, select Show JavaScript Console.

  3. In the newly opened window, choose either Console or Network.

  4. Perform the action that is causing the problem (video not playing, for example). Please note that in the Network tab, Admins may be required to Start recording the network log by clicking an icon that looks like a "Play" button.

  5. Once the action is completed, take a screenshot of the requested tab. There may be some obvious errors (in red) - this information will be the helpful for the BrainStorm Support Team to diagnose errors that Admins are having.

  6. Attach the console error screen shot to the email

HTTP Archive or HAR

Overview: An HTTP Archive or HAR is a file that contains a log of all the requests and responses that occur between a web browser and a web server during a browsing session. HAR files are commonly used to debug or analyze web applications because they provide detailed information about each request. If you are experiencing an issue with BrainStorm that cannot be resolved, our support team may request an HAR.

To export an HTTP Archive, enable Developer Tools for your browser (see instructions below for your browser).

Microsoft Edge & Chrome

  1. Click ellipses at the top followed by More Tools > Developer Tools.

  2. Click the Network tab.

  3. Using the same browser window, navigate to BrainStorm and repeat the steps that caused the original issue.

  4. When finished, click the down arrow at the top and save the .har file.

  5. Reply to the support ticket and attach the .har file. You can also email the .har file to [email protected].

 

Safari

  1. Navigate to Safari > Settings and click Advanced.

  2. Check the box next to Show Develop menu in menu bar.

  3. Using the menu bar at the top, click Develop > Show Web Inspector.

  4. Click the Network tab at the top.

  5. Using the same browser window, navigate to BrainStorm and repeat the steps that caused the original issue.

  6. When finished, click Export at the top and save the .har file.

  7. Reply to the support ticket and attach the .har file. You can also email the .har file to [email protected].

Clear DNS Cache

Overview: Your DNS cache might have old IP addresses for websites that have changed, which can lead to errors when accessing the BrainStorm platform. Flushing your cache updates this information. Here are the steps to clear DNS cache on your Google Chrome browser:

  1. Type in the following address into your browser’s address bar: chrome://net-internals/#dns

  2. Click the Clear host cache button.

Clear Cache on Web Browser

Overview: There may be times when we ask you to "clear the cache" to resolve a problem your end users are experiencing.

Note: Clearing your web browser’s cache, cookies and history may remove some data that you wish to keep. For example: address bar predictions, current authenticated sessions, and shopping cart contents.

In most computer-web browsers:

  1. Ctrl-Shift-Delete (Windows) or Command – Shift- Delete (Mac).

  2. Verify that the following are selected:

  • Browsing history

  • Cookies and other saved data

  • Cached images and files

3. Click Delete Data.