000032919 - Files to submit when reporting issues related to the RSA Security Analytics User Interface

Document created by RSA Customer Support Employee on Jun 14, 2016Last modified by RSA Customer Support Employee on Apr 21, 2017
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Article Number000032919
Applies ToRSA Product Set:  Security Analytics
RSA Product/Service Type: Security Analytics UI
RSA Version/Condition: 10.4 / 10.5 / 10.6
Platform (Other): Google Chrome, Microsoft Internet Explorer, Mozilla Firefox
IssueTo best troubleshoot UI related issues it is highly recommended to upload browser log files that capture the incorrect behavior of the UI. This article describes how to complete that process. 
TasksGenerate a log file.
Provide any screenshots or videos of the errant behaviour.
Resolution

Google Chrome


To learn more about the Chrome's developer tools, follow this link.


  1. Bring up the developer tools using one of these methods:
    • Using Keyboard Shortcut (⌘⌥I on OS X, Ctrl + Shift + i on Linux, F12 on Windows)
    • From Chrome Menu at the top-right of your browser window, then select Tools > Developer Tools.
  2. Navigate to the Network tab on the Development Tool
  3. Uncheck Disable Cache option to prevent caching of resources for this specific page.
  4. Refresh the page to start capturing the traffic between the browser to the server.
    • Please capture a full page load so we can see the requests made prior to the problem we're analyzing.
  5. Complete the steps that trigger or demonstrate your issue.
  6. Right Click on the Development Tool and Select Save as HAR with content
For more information on this process, refer to the article entitled How to generate a HAR file in order to troubleshoot issues in RSA Security Analytics.
 

Mozilla Firefox


Starting with Firefox 41 and newer, HAR files can be generated without an addition extension. If you are using an older version of Firefox you will need to follow instructions to install a third-party add-on. 


New Versions of Firefox


Firefox version 41 and newer:
  1. Start Firefox Developer Tools in Network mode (Top right menu > Developer > Network, or ctrl-shift-Q)
  2. Reproduce the issue
  3. Save the capture by right-clicking on the grid and choosing "Save all as HAR"
  4. Export the capture to a HAR file

Old Versions of Firefox


Firefox version 40 and later:
Older versions of Firefox do not come with default option to save the output into HAR format. An extension is required on Firefox in order to generate a HAR file. 


Installing the extension may contribute to browser performance - if you find performance problems after installing it please try removing the plugin. The guide here is targeted for troubleshooting purposes, and the plugin is a third-party plugin. Consequently, RSA can not guarantee providing any support for them.


  1. Install the Firefox extension Firebug.
  2. Install the Firebug extension NetExport. This enables export in HAR format. Be sure to install the latest version from the releases page.
  3. Open the Firebug console using one of these methods:
    • Click on the Firebug Icon at the top right of the browser window:
        User-added image
    • Ctrl + F12 (Windows) or CMD + F12 (Mac) to open Firebug in new windows
  4. Navigate to the Net tab in Firebug console.
  5. Refresh the page to start capturing the traffic between the browser to the server.
    • Note: Please capture a full page load so we can see the requests made prior to the problem we're analyzing.
  6. Complete the steps that trigger or demonstrate your issue.
  7. Click on Export followed by Save As... to save the HAR file
    User-added image

Microsoft Internet Explorer


Internet Explorer supports the Developer Toolbar.


  1. If using IE 9 please follow the steps as covered in IE9 Developer Tools: Network Tab to save an XML file.
  2. If using IE 11 please follow the steps as covered in Analyzing your webpage's network traffic, and use Export captured traffic. 
NotesYou can upload the generated files directly to the case that you created via https://knowledge.rsasecurity.com/ if you are unable to log in, please follow the steps in RSA NetWitness Technical Support script (nwtech.sh) output is too large to upload to a Salesforce case to upload the file to support. Please note the last step in that article (item #4)

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