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    Retrieving ScreenMeet logs/ID for troubleshooting purposes
    • 16 May 2023
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    Retrieving ScreenMeet logs/ID for troubleshooting purposes

    • Aktualisiert am 16 May 2023
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    Artikel-Zusammenfassung

    Retrieving Browser Logs

    Browser logs are relevant for the following use cases

    Products
    • Live, CoBrowse(both agent + customer), Replay, Remote Support or Beam(agent viewer if issues getting into session, etc) 
    CRM 
    • Salesforce/ServiceNow/Dynamics/Zendesk
      • If issue relates to loading the component on a page or is prior to the tool opening successfully.


      1. Open Google Chrome or Mozilla Firefox on your computer.
      2. Press "Ctrl + Shift + I" (or "Cmd + Option + I" on a Mac) to open the Developer Tools panel. Alternatively, you can right-click on any webpage and select "Inspect" or "Inspect Element" from the context menu.
      3. In the Developer Tools panel, navigate to the "Console" tab.
      4. Reproduce the issue or perform the actions that cause the problem you want to investigate. Interact with the website or application in a way that triggers the error or unexpected behavior you want to capture.
      5. After reproducing the issue, the console logs will likely contain relevant information. Right-click anywhere on the console area and select "Save as" or "Save all as...". Choose a location on your computer to save the console logs, provide a filename, and click "Save". This will save the console logs in a text file.
      6. In the Developer Tools panel, switch to the "Network" tab.
      7. Perform the same actions again to reproduce the issue.
      8. The Network tab will capture the network requests and responses related to the issue. Right-click anywhere on the Network area and select "Save as HAR" or "Save all as HAR with Content". Choose a location on your computer to save the network logs, provide a filename, and click "Save". This will save the network logs in a HAR (HTTP Archive) file format.
      9. Attach files to ScreenMeet support case.


    Retrieving Remote Support/Beam local logs

    Local remote support logs are helpful when troubleshooting issues on the end user or customer machine.

    This could be related to issues joining the session, performance issues mid-session, feature not working as expected when in session, etc. 

      1. As the customer/end user/agent controlling the end users machine, launch the exe/MSI.
      2. Press "F2" after clicking on the ScreenMeet application to bring it into focus
      3. A log viewer will open.
      4. Set the "min log level" to "trace"
      5. Reproduce the issue or if the issue was reproduced upon opening the application, proceed to next step.
      6. Press the "save" option to save the .log file
      7. Attach this file to the support case.

    Retrieving ScreenMeet Session ID for troubleshooting purposes

    If your issue relates to a particular session(s), please retrieve the session ID and attach it to the support case. 

    The session ID is a critical component in the troubleshooting process as it allows internal investigation into the session to detect any anomalies.

    Remote Support/CoBrowse session ID

    Copy and paste the URL of the sessionor trim the characters after index.html?

    Live Session ID

    Copy and paste the URL of the session or trim the characters after live.screenmeet.com

    Retrieving from CRM

    Salesforce  

    Open the ScreenMeet session object. It may be attached to the case as part of a related list

    ServiceNow

    Session ID is contained within the related records of an incident or ServiceNow object

    ScreenMeet Console

    The agent can retrieve the session ID based on knowing the date/time of the session from "My session history"

    System administrators can find the session ID in a similar way by clicking on global session history and isolating the session ID of note. 


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