How to Collect Debug Information

This guide will cover how to capture debugging information that the Descope team may need as they assist you with issues you may have with the product. It is always good to gather as much information as possible about a problem when it occurs to facilitate a swift resolution.

Flows

Within the flow builder in the Descope console, you can run and debug your flows. Capturing the errors that are presented and sharing them with the Descope team when reporting an issue is crucial. It is also best to export and share the flow with Descope as well.

You can also capture applicable debug information live using the flow debug flag.

Configuration

If you are troubleshooting issues with Custom Domains, templates, connectors, etc, please capture screenshots of the configuration and details of the applicable items potentially causing the problem.

HAR and Console Logs

It is critical to capture a HAR file and console logs when reporting issues with your application related to Descope. The below covers generating a HAR file and console log to be shared with the Descope team. When sharing a HAR file with the Descope team, go to the Descope console, click the ? icon in the top right of the UI, click Get Help, and start a new conversation, or open the relevant existing conversation, and upload the HAR file within the conversation. If it pertains to a flow, please also share an export of the flow.

When troubleshooting, check if the same behavior reproduces within an incognito browser as well.

1. Open Chrome and open the Developer Tools by selecting the ⋮ button > More Tools > Developer Tools.
2. Select the Network tab. You must keep it open while you reproduce the issue.
3. Find the round record button in the upper left corner of the tab, and make sure it is red. If it is grey, click the button once to start recording.
4. If not already selected, check the Preserve log box.
5. Now navigate to the page and reproduce the issue you have faced.
6. Click the download button in the header section above the timeline, filter within the row with the record, and preserve log configurations. Once you've clicked the download button, save the file with your desired filename.
7. Now navigate to the console tab.
8. Right click within the console log and click Save as.
9. Zip the HAR file and Console log and share with the Descope team.

Generating Video

Sometimes a video of the behavior is worth a thousand words. When applicable, you may want to also provide the team with a video reproducing the issue along with the above mentioned items. There are a variety of tools that you can use to generate a screen recording. Some examples are listed below, but there are many more out there:

• QuickTime
• Jam
• Microsoft Stream
• Record as a meeting within your meeting provider like Zoom or Google Meets