If you report an issue with the Krisp Admin Portal, our Customer Engineering team may ask you for a network log file, also known as a HAR file. The file records the network requests your browser makes while the issue occurs, which shows the team which request failed and why.
Before you start
Prepare the following so that the recording captures the issue on the first attempt:
- Sign in to the Admin Portal with the account that experiences the issue
- Identify the exact action that triggers the issue, for example saving a setting, assigning a license, or opening a specific tab
- Close any other Krisp tabs, so the recording only covers the session you are troubleshooting.
Collect the network log file
To collect a network log file from the Admin Portal:
- Go to the Admin Portal page where the issue occurs.
- Click the 3-dot button in the upper right corner of the browser. Go to More Tools >>> Developer Tools.
- Select the Network tab.
- Make sure that the Record button in the upper left corner of the tab is red. If it is grey, click it to start recording.
- Check the Preserve log box. This keeps the recorded requests when the Admin Portal reloads or takes you to another page.
- Click the Clear button next to the recording button to clear out any existing logs from the Network tab.
- Reload the Admin Portal page, then reproduce the issue while the network requests are being recorded.
- Once you have reproduced the issue, click the download button and save the file. You can also right-click in the area where the network records are shown and select Save all as HAR with Content.
- Upload the file to your ticket so that our Customer Engineering team can analyze it.
Hint
If your browser offers a choice between Export HAR (sanitized) and Export HAR (with sensitive data), select Export HAR (with sensitive data). The sanitized file removes the authentication details our Customer Engineering team needs to trace the failing request.
What to send with the file
A network log file is faster to analyze when it comes with the context around it. Include the following in your ticket:
- The date, time, and time zone when you reproduced the issue
- The name of the team or organization where the issue occurs
- The email address of the affected User, if the issue is specific to one person
- The action you performed, and what you expected to happen instead.
Share the file with the Customer Engineering team
Attach the network log file to your existing ticket, or send it to support@krisp.ai. Because the file contains your session details, attach it to the ticket rather than sharing it in a group chat or a public channel.