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When we ask for console output: how to open it on the tab as it stands, save the log to a file, and send us that. Refreshing throws the evidence away.
Collect it
- Stay on the tab where the problem happened. Do not refresh it.
- Right-click on the page and choose Inspect, the last option in the menu.
- In the panel that opens, choose Console.
- Right-click inside the console and choose Save as. The file lands in your Downloads folder.
- Send us that file on the ticket, and tell us roughly what time the problem happened.
Refreshing throws the evidence away. The record of what just went wrong is sitting in that tab. Reload it and you are handing us a clean page instead of a broken one. Open the console on the tab as it stands.
If the console is empty
Then, and only then, reproduce the problem with the console already open: refresh with Cmd-Shift-R on a Mac or Ctrl-F5 on Windows, do whatever triggers it, and save the log afterwards.
Save the file rather than copying lines
Saving takes everything, in order, with timestamps. Copying the red lines takes what looked important to you, which is a guess made by the person who does not yet know what went wrong. If you would rather paste something into the ticket as well, paste text and not a photograph of the screen, so we can search it.
Red is the interesting part
Yellow warnings are normal on almost every page and rarely mean anything. The red lines are errors. You do not need to pick them out if you send the whole file, but they are what to look at if you want to know what you are handing over.
Reproduce it while you are there
If the problem needs a call or a click to appear, do that with the console open and send everything that arrives. An error caught in the act is worth more than a description of it.
What ends up in it
Console output can contain the address you are on and technical details about your session. It does not contain your password. Have a look before sending if you would rather not include something.
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