How to get browser console and network logs for support

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.

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

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.

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.

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.

Videos

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If you've encountered a problem when using PowToon, our customer support team may require you to get some additional information from your browser. In this example, we have an issue where the animated character suddenly gets deleted after moving it around the slide. Open the developers' tool panel by pressing Ctrl, Shift, and I on your keyboard for Windows or Command, Option, and I for Mac computers. Click the Console tab at the top. Right-click anywhere and select Save As. Click Save on the pop-up window and a text file would then be saved to your computer. On the same screen, click the Network tab at the top. Press your browser and reproduce the issue that you're experiencing. Now that we have reproduced the issue, click on the Export HAR button. The one that has the down arrow and click Save on the pop-up window. A second text file will then be saved to your computer. Attach both of the files on your next reply to the customer support team.