Knowledge Base

Yes

Environment

Capture diagnostic logs from a web browser for UI troubleshooting using Safari

Open Safari
Browse to the URL in question
Confirm that the "Develop" menu is visible at the top of the window
- If the "Develop" menu is not visible then go to Safari > Preferences > Advanced > check the box, "Show Develop Menu in menu bar"
Navigate to Develop > Show Web Inspector
Refresh the page to start capturing traffic
Reproduce the issue
Control + click on the resource in question and click "Export HAR"
Check for and save HTTP Error details
1. For any errors observed above, note the Request URL and HTTP error number (4## or 5##)
2. Select the Console tab
3. Locate the error number tied to the Request URL
4. Right-click matching error and click "Save As..."
5. Set name of file, including at least HTTP error number, and save file to your computer
```
Example
Original filename: defense-prod05.conferdeploy.net-1646930859819.log

Updated filename: 400_defense-prod05.conferdeploy.net-1646930859819.log
```
Attach the HAR file and HTTP Error file to the case, or use CB Vault if the file is larger than 25 MB

The "Show Web Inspector" option will not be available until the user browses beyond Safari's home page.
All credentials and session cookies within a HAR file should be removed before sharing with Carbon Black
- The HAR file is a text file, it can be opened in a text editor and searched for the SESSION cookie value and replaced with <REDACTED>
- This can also be done for passwords and API tokens if they were part of the recording
- It's also recommended to logout from the Carbon Black session after recording a HAR session. This is a precaution that should invalidate session IDs if any were missed.
HAR Files under 25 MB can be attached directly to a Carbon Black Technical Support case.
Files larger than 25 MB should be uploaded to CB Vault.