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Troubleshooting

Providing system information to support

If you report an issue to Technical Support, the expert assisting you may request some information from your web browser to more quickly determine the cause of the issue and how to resolve the problem. Use the following steps for the browser you're using.

Google Chrome

  1. Select the ellipsis button on the right side of the address bar, select
    More Tools
    , and then
    Developer Tools
    .
    Press F12 on a Windows machine, or Command + Option + I on a Mac to quickly open DevTools.
  2. Select the
    Console
     tab at the top.
  3. Highlight all of the text and then copy it.
  4. Paste everything into the email thread or active chat session with an Onvio expert.
  5. In
    DevTools
    , select the
    Network
     tab at the top. There may be nothing there yet.
  6. Complete the action you were attempting when you got an error again. You will see items appear in the
    Network
     tab now.
  7. Select the first red item in the list to open more details about that item.
  8. On the
    Headers
     tab, copy everything and paste it into the email thread or active chat session with an Onvio expert.
  9. On the
    Response
     tab, copy everything and paste it into the email thread or active chat session with an Onvio expert.

Mozilla Firefox

  1. Select the menu button on the right side of the address bar, select
    Web Developer
    , and then
    Toggle Tools
    .
    Press F12 on a Windows machine or Command + Option + I on a Mac to quickly open Developer Tools.
  2. Select the
    Console
     tab.
  3. Highlight all of the text and then copy it.
  4. Paste everything into the email thread or active chat session with an Onvio expert.
  5. In
    Developer Tools
    , go to the
    Network
     tab. There may be nothing there yet.
  6. Complete the action you were attempting when you got an error again. You will see items appear in the
    Network
     tab now.
  7. Select the first red item in the list to open more details about that item.
  8. On the
    Headers
     tab, copy everything and paste it into the email thread or active chat session with an Onvio expert.
  9. On the
    Response
     tab, copy everything after the
    Response Payload
     heading and paste it into the email thread or active chat session with an Onvio expert.

Safari

  1. Select
    Safari
    Preferences
     and then select the
    Advanced
     button.
  2. Mark the
    Show Develop menu in menu bar
     checkbox.
  3. Select
    Develop
    Show Web Inspector
    .
  4. Go to the
    Console
     tab at the top.
  5. Highlight all of the text and then copy it.
  6. Paste everything into the email thread or active chat session with an Onvio expert.
  7. In
    DevTools
    , go to the
    Network
     tab at the top. There may be nothing there yet.
  8. Complete the action you were attempting when you got an error again. You will see items appear in the
    Network
     tab now.
  9. Select the first red item in the list to open more details about that item.
  10. On the
    Headers
     tab, copy everything and paste it into the email thread or active chat session with an Onvio expert.
  11. On the
    Preview
     tab, copy everything and paste it into the email thread or active chat session with an Onvio expert.
Internal use only
The steps in this article are easiest for non-technically inclined people to follow for Google Chrome. If you're having difficulty or the customer expresses difficulty following the steps, you can recommend they switch to Chrome (if not already using it).

This article applies to:

  • PRODUCT: Onvio
  • Audiences: Staff