How to Get Information from Your Browser Console – Powtoon Business

When the Powtoon Customer Support Team is investigating a complex issue, they may ask you to share diagnostic files from your browser. This article explains how to generate and send those two files: a console log and a HAR (HTTP Archive) file.

Follow each step in order. Step 4 is critical — skipping or reordering it will produce inaccurate diagnostic data.

Before you begin

Stay on the page in Powtoon where the problem is occurring. Do not navigate away or refresh the page until step 4 instructs you to.

Step 1: Open the DevTools panel

Open your browser's DevTools (Developer Tools) panel using the keyboard shortcut for your operating system:
► Mac: Cmd + Option + I
► PC: Ctrl + Shift + I
The DevTools panel will open, usually docked to the side or bottom of your browser window.

Step 2: Save the console log

Select the Console tab inside the DevTools panel.
Right-click anywhere inside the Console area.
Click Save As and save the file to your downloads folder.

Step 3: Open the Network tab

Select the Network tab inside the DevTools panel. Leave the DevTools panel open and do not refresh the page yet.

network tab.png

Step 4: Reproduce the issue

Refresh your browser and reproduce the exact issue you are experiencing. This step captures the network activity that occurs during the problem, so it is important to trigger the issue after the Network tab is already open and recording.

Step 5: Export the HAR file

Once the issue has occurred, click the option to Export HAR (the icon or button label may vary slightly by browser).
Save the HAR file to your downloads folder.

► Attach this HAR file when you reply to the Powtoon Customer Support Team.

download har.png

► Please attach the HAR file in your reply to the Powtoon support team.

Sending your files to support

Reply to your open support conversation and attach both files — the console log and the HAR file. Our Customer Support Team is at your service 24/7 and will use these files to investigate your issue.

Notes:

Both files are required. Sending only one may not give the support team enough information to diagnose the issue.
The exact appearance of the DevTools panel and the Export HAR option may differ slightly depending on which browser you are using (for example, Chrome, Firefox, or Edge).
HAR files can contain session data from your browser. The Powtoon support team uses these files solely for diagnostic purposes.

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