|Resolution||Follow the instructions below, based on your web browser type and version. If you don't have exactly the version listed below, it may still be possible to use these instructions.|
Google Chrome (v64)
- Open a new browser tab in Google Chrome.
- Click on the three dot menu in the upper right corner of the Chrome window (it has a tooltip labeled Customize and control Google Chrome):
- Select More Tools > Developer Tools:
- A new frame will open up in your Chrome tab, showing some markup language, and a menu at the top that looks like this:
- Click on Console in the menu, to start the browser console for this tab.
- Click on the blue cog icon on the right of the browser console. Some checkboxes will be displayed in the browser console as shown below:
If some apparent errors are displayed in the browser console window, such as in the example above, they can safely be ignored.
- Make sure that the options to both Preserve Log and Show Timestamps are checked. Any displayed messages will now show timestamps, as shown below.
- You are now ready to test. Reproduce the issue in the same Chrome tab where the browser console is running. While you are testing, output will be logged by Chrome to the browser console.
- When the test is complete, right-click any of the messages in browser console window, and choose Save as... from the displayed menu.
- When prompted, specify a location to save the browser console log file. Note the filename and location so you can send the file to RSA Support.
Mozilla Firefox (v58)
- Open a new browser tab in Firefox.
- Click to open the three bar menu in the upper right corner of the Firefox window (it has a tooltip labeled Open menu):
- Select Web Developer > Web Console from the Firefox menu. The browser console will be displayed:
- Click the cog icon on the right of the browser console (it has a tooltip labeled Toolbox options):
- Scroll down to the Web Console section in the center of the browser console and tick the checkbox option for Enable timestamps.
- Click the Console item on the browser console menu to return to the console view, then tick the Persist Logs checkbox on the far right of the menu.
The console menu should now look like this:
- You are now ready to test. Reproduce the issue in the same Firefox tab where the browser console is running. While you are testing, output will be logged by Firefox to the browser console.
- When the test is complete, right-click any of the messages in browser console window, and choose Select All from the displayed menu. This will highlight all the messages in the window.
- Keeping all the messages highlighted, right click them and select Copy Message to copy all the messages to the Clipboard:
Once the browser console log file has been captured, it should be uploaded to RSA Customer Support.
- Paste the messages into a file using a text editor such as Notepad (Windows) or TextWrangler (macOS).
- Save the file and note the folder and filename to send to RSA Customer Support.