Gather console logs on Firefox

AI-generated summary

Genesys Cloud provides browser console and network logging capabilities to enable product support teams to diagnose issues by monitoring actions and events on an agent's computer. To gather console logs in Firefox, users must access Web Developer Tools via the menu, select the Console tab, enable relevant filter categories (particularly XHR for XMLHttpRequests), activate Persist Logs and Show Timestamps options, reproduce the issue, right-click to save all messages to file, allow the save operation to complete fully, and upload the resulting file to a support ticket through the Product Support Communications Portal. Console logs combined with cloud-side logging provide comprehensive visibility into system behavior, facilitating more effective troubleshooting. The procedure is identical across Mac and Windows platforms. Users should exercise caution when handling saved log files immediately after creation, as premature relocation or copying may corrupt the data; waiting for the complete data transfer before moving or uploading files is essential.

When problems occur, console and network logs provide visibility into the actions and events on an agent’s computer. Troubleshooting issues without complete information can be difficult. However, when combined with Cloud-side logging, browser logs (console logs and network logs) provide Product Support with a full picture of the issue.

Note: Third-party browsers are subject to change without notice. There may be differences between the video content and your user interface experience.

The method to get a console log on Mac and Windows is the same:

In Firefox, click > More Tools > Web Developer Tools.
Select the Console tab, if it is not selected by default.
Click a filter category that is not selected to display in the log. Filter categories include Errors, Warnings, Logs, Info, Debug, CSS, XHR, and Requests.
Note: To capture XMLHttpRequests, click XHR.
Click and select Persist Logs.
Click again and select Show Timestamps.
Leave the console open and perform the steps that reproduce the issue.
Right-click any line and select Save all Messages to File.
Save the file.
Note: If you copy or move log files soon after saving, they can break. Ensure to wait for the data transfer to complete after saving the file and then, move the file to a different location or upload the file to the Support ticket.
Upload the file to the Support ticket along with any other requested information. Use Our Product Support Communications Portal to open and manage your support cases.

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Gather console logs on Firefox

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