Providing console log for investigation

Sometimes to assist our IT in diagnosing an issue you are facing, we will request browser logs capturing the activity. This will help us identify why the issue is occurring and how we can fix it for you. 

This guide has been created with Chrome in mind but a similar approach may be used for all current browsers. 

It is also worth noting that the text file provided may contain sensitive information, so I recommend attaching this to the corelating Zendesk ticket you have created.

In this article:

• Preparing the console log
• Capturing the issue 
• Providing the logs

Preparing the console log

Firstly, go to the location in Atlas where the issue is occurring. Open the Chrome DevTools by pressing either F12 on your keyboard, or by clicking the  button to the right of the address bar and select More Tools > Developer Tools.

Navigate to the "Console" section, you may need to select >> to see this. Once selected, right click on the existing log and select Clear console. This is to clean the log up and make it easier for our IT to examine.

Once the console log has been cleared, select the Cog Wheel on the top right (see highlighted) and ensure your settings are as follows. Preserve Log is particularly important to retain any potential errors in the console: 

Capturing the issue

Now that the console has been prepared, capture the unexpected behaviour while keeping the console open. If this is occurring on page-load (such as a broken web-part), simply reload the current page and wait until the page is fully loaded and the console has stopped capturing information. 

Right click the console and select "Save as...". This will save the entire console log as a text file.

Providing the logs 

Since these logs may contain sensitive information it is recommended to supply these via Zendesk, using the ticket that has been created to track this issue. You can read this Knowledge Article for guidance on how to access Zendesk. 

Once the requested logs have been supplied, our IT will review to diagnose why the issue is occurring. If we need further information your CSA will be in touch to organise a screen-share session for further investigation.