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. 

If you cannot reproduce your issue with Genesys Cloud running in Chrome, you can get your console log with the Genesys Cloud desktop app.

1. To display the console, use advanced preferences.
   To display the advanced preferences on MacClick to expand

   1. Simultaneously press the Option key and click Genesys Cloud > Advanced Preferences.
   2. Select the Enable Developer Tools check box and close the window.
   3. Click Genesys Cloud a second time and click Show Console. The console appears.

   To display the advanced preferences on WindowsClick to expand

   1. Click  Genesys Cloud > Advanced Preferences, select the Enable Developer Tools check box, and click OK.
   2. Click Genesys Cloud a second time and click Show Console. The console appears.
2. Click the Console tab.
3. At the upper right of the Console window, click the Settings icon next to the Customize and control DevTools icon.
4. In the Console section, select the following check boxes:
   • Log XMLHttpRequests
   • Show timestamps
   • Preserve log upon navigation
     Note: On Macs, the check box disappears when you click it. If the check box is present, the option is off.
5. To close the Settings window and return to the Console tab, click Close .
6. To the right of the Filter field, click the list of filter levels, and click any filter levels not already selected. Make sure that you see the text All levels.
7. On the left side of the Filter field, to clear the console click Clear log .
8. Leave the console open and replicate the steps to reproduce your issue.
9. 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.
10. Upload the file to your Support ticket along with any other requested information. Use Our Product Support Communications Portal to open and manage your support cases.