Gather network logs on Chrome

AI-generated summary

Genesys Cloud provides comprehensive network logging and diagnostic capabilities through Chrome Developer Tools to troubleshoot WebRTC and call control issues. Users can access network logs by enabling the Preserve Log checkbox, clearing the log, reproducing the issue, and exporting data as a HAR file. Two export options are available: a sanitized HAR file (default) or one containing sensitive data, with the latter requiring explicit enablement in Developer Tools settings and reserved for SSO or token-related troubleshooting. Users must wait for data transfer completion before moving or uploading files to prevent corruption, and network logs should be uploaded to Support tickets with passwords redacted. The platform includes administrative capabilities for managing user security and system diagnostics, including functionality to enforce password changes log capture events. Genesys Cloud supports log collection across both web and desktop applications, with options for automatic scheduled log capture. Console and network logs together provide Product Support with comprehensive visibility into agent computer activity, enabling effective issue diagnosis by combining browser-side logs with Cloud-side logging data. The platform offers multiple support pathways for users, including community support options and self-service troubleshooting resources. Product Support can request console and network logs as part of the troubleshooting process, and guidance is available to help users troubleshoot independently before contacting support. The system accommodates various user roles including Agent, Administrator, Developer/Engineer, Partner, Supervisor, and Support designations, and includes a feedback mechanism for documentation improvement

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 network log helps diagnose WebRTC issues and helps diagnose call control issues. To retrieve a network log while Genesys Cloud runs on Chrome, follow these steps:

To the right of the address bar, click and then More Tools > Developer Tools. Chrome Developer Tools window opens.
Click the Network tab.
Enable the Preserve log checkbox.
Click Clear network log .
While the console remains open, reproduce the issue.
After you reproduce the issue, export the log as a HAR file.
- To export as a sanitized HAR file: On the Network panel, click the Export HAR (sanitized) button.
- To export as a HAR file with sensitive data:
  Note: A HAR file containing sensitive data is required only for troubleshooting issues related to SSO or tokens.
  1. Click the Settings button on the menu bar.
  2. On the Preferences tab, under the Network section, select Allow to generate HAR with sensitive data.
  3. Close the Settings window.
  4. Long-click the Export HAR (sanitized) button and from the drop-down menu, select Export HAR (with sensitive data).
Name and 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 info. Use Our Product Support Communications Portal to open and manage your support cases.
Note: Ensure to redact or scrub user passwords from the HAR files that you upload, if relevant. If necessary, you can ensure that users change their passwords after the logs have been captured.