DES/Current/Designer/Troubleshooting - Revision history

Brian.Marshall.IX: Published

2022-02-25T21:00:02Z

Published

Ed.jamer@genesys.com: Ed.jamer@genesys.com moved page PEC-ROU/Current/Designer/Troubleshooting to DES/Current/Designer/Troubleshooting: Text replacement - "PEC-ROU/Current/Designer/" to "DES/Current/Designer/"

2021-04-21T13:57:51Z

Ed.jamer@genesys.com moved page PEC-ROU/Current/Designer/Troubleshooting to DES/Current/Designer/Troubleshooting: Text replacement - "PEC-ROU/Current/Designer/" to "DES/Current/Designer/"

Bmarshall: Published

2020-10-02T14:30:50Z

Published

Bmarshall: Published

2020-09-22T15:31:28Z

Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

2020-07-25T02:31:13Z

Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"

2020-07-15T11:45:37Z

Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Bgrenon: Published

2020-06-08T15:20:52Z

Published

New page

{{Article
|Standalone=No
|DisplayName=Troubleshooting
|TocName=Troubleshooting
|Context=This page describes how to generate network logs from different types of browsers. If you are experiencing issues with Designer, this information can be used to assist with troubleshooting.
|ComingSoon=No
|Platform=PureEngage
|Prereq=
|Section={{Section
|sectionHeading=How to check your Designer version
|anchor=version
|alignment=Vertical
|Media=
|image=
|structuredtext=Your Designer version is displayed in the top-right corner of the interface:

[[File:des_check_version.png]]
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=How to capture a network log
|anchor=Howtocaptureanetworklog
|alignment=Vertical
|Media=
|image=
|structuredtext=Most browsers allow you to capture an HTTP Archive (HAR) file, which contains details about how a particular web page has been handled by the browser. If you are asked to provide a HAR file to Genesys, follow the steps for your browser.

{{NoteFormat|Depending on your browser version, some of the steps described here may differ from your version. If you get stuck, consult the help documentation for your particular browser.}}

*{{Link-SomewhereInThisManual|topic=Troubleshooting|anchor=chrome|display text=Chrome}}
*{{Link-SomewhereInThisManual|topic=Troubleshooting|anchor=firefox|display text=Firefox}}
*{{Link-SomewhereInThisManual|topic=Troubleshooting|anchor=safari|display text=Safari}}
*{{Link-SomewhereInThisManual|topic=Troubleshooting|anchor=edge|display text=Edge}}

{{AnchorDiv|chrome}}
===How to generate a HAR file using Chrome===

To start, go to the Designer page where you are experiencing the issue. From the Chrome settings menu, go to '''More tools''' > '''Developer tools''' to launch the developer tools console.

[[File:des_har_chrome_01.png]]

In the developer tools console, go to the '''Network''' tab and select '''Preserve log'''. Once you click the box, the red circle on the left indicates that the network activity is now being captured. (If the circle is still black, you can click it to toggle capturing on.)

[[File:des_har_chrome_02.png]]

While the capture is running, refresh the page and try to reproduce the issue you are having with the Designer page. When you are finished, you can stop the capture by deselecting the '''Preserve log''' box, or by clicking the red circle.

Click the '''Export HAR''' button to download the file to your computer.

[[File:des_har_chrome_03.png]]

{{AnchorDiv|firefox}}
===How to generate a HAR file using Firefox===
Go to the Designer page where you are experiencing the issue. From the Firefox settings menu, click '''Web Developer''' and select '''Network''' to launch the developer console.

[[File:des_har_firefox_01.png]]

In the developer console, go to the '''Network''' tab and select '''Persist Logs'''.

[[File:des_har_firefox_02.png]]

Refresh the Designer page and/or perform the action that isn't working correctly. When you are finished, click the '''HAR''' button and select '''Save All As HAR''' to download the file to your computer.

[[File:des_har_firefox_03.png]]

{{AnchorDiv|safari}}
===How to generate a HAR file using Safari===
Go to the Designer page where you are experiencing the issue. From the '''Safari''' menu, select '''Preferences'''. Click the '''Advanced''' tab and enable the '''Show Develop menu in menu bar''' option.

[[File:des_har_safari_01.png]]

From the '''Develop''' menu, select '''Show Web Inspector'''.

[[File:des_har_safari_02.png]]

In the '''Web Inspector''' console, go to the '''Network''' tab and select '''Preserve Log'''.

[[File:des_har_safari_03.png]]

Refresh the Designer page and/or perform the action that isn't working correctly. When you are finished, click the '''Export''' button to download the file to your computer.

[[File:des_har_safari_04.png]]

{{AnchorDiv|edge}}
===How to generate a HAR file using Edge===

To start, go to the Designer page where you are experiencing the issue. From the Edge settings menu, go to '''More tools''' > '''Developer tools''' to launch the Developer Tools console.

[[File:des_har_edge_01b.png]]

In the Developer Tools console, go to the '''Network''' tab. You can toggle the capture on/off using the '''Play''' (triangle) and '''Record''' (square) buttons. If the record button is not red (i.e. active), click it to start capturing data.

[[File:des_har_edge_02.png]]

Refresh the Designer page and/or perform the action that isn't working correctly. When you are finished, click the '''Export HAR''' button to download the file to your computer.

[[File:des_har_edge_03.png]]
|structuredtextwide=
|FAQHeading=
|Status=No
}}
}}

@@ Line 18: / Line 18: @@
 |anchor=Howtocaptureanetworklog
 |alignment=Vertical
-|structuredtext=Most browsers allow you to capture an HTTP Archive (HAR) file, which contains details about how a particular web page has been handled by the browser. If you are asked to provide a HAR file to Genesys, follow the steps for your browser.
+|structuredtext=Most browsers allow you to capture an HTTP Archive (HAR) file that contains details about how a particular web page has been handled by the browser. If you are asked to provide a HAR file to Genesys, follow the steps for your browser:
 *{{Link-SomewhereInThisManual|topic=Troubleshooting|anchor=chrome|display text=Chrome}}
@@ Line 26: / Line 24: @@
 *{{Link-SomewhereInThisManual|topic=Troubleshooting|anchor=safari|display text=Safari}}
 *{{Link-SomewhereInThisManual|topic=Troubleshooting|anchor=edge|display text=Edge}}
 {{AnchorDiv|chrome}}
@@ Line 112: / Line 112: @@
 |Status=No
 }}{{Section
-|sectionHeading=Validation issues
+|sectionHeading=Validation and publishing errors
 |anchor=validation_issues
 |alignment=Vertical
-|structuredtext=This section describes some common validation issue warning messages and the steps you can take to try and resolve them.
+|structuredtext=During a {{Link-SomewhereInThisVersion|manual=Designer|topic=SavePublish|anchor=validation|display text=validation check}}, Designer typically tells you what went wrong and where to fix it. This section describes some warnings and errors that might require a few extra steps to resolve.
-{{AnchorDiv|callback_templates}}
+*{{Link-SomewhereInThisVersion|manual=Designer|topic=Troubleshooting|anchor=callback_templates|display text=Callback Shared Modules vs. Templates}}
 ===Callback Shared Modules vs. Templates===
 ===="Module input (or output) signature does not match. Select updated input (or output) parameters."====
@@ Line 133: / Line 135: @@
 {{NoteFormat|If you see this warning for an application that is currently in Live production, it will not have any effect on how callbacks are processed in your Live production environment. Callbacks continue to be processed normally.|}}
 |Status=No
 }}
 }}

← Older revision	Revision as of 13:57, April 21, 2021
(No difference)

@@ Line 110: / Line 110: @@
 [[File:des_har_edge_03.png]]
 |Status=No
 }}
 }}

@@ Line 6: / Line 6: @@
 |ComingSoon=No
 |Platform=GenesysEngage-cloud
 |Section={{Section
 |sectionHeading=How to check your Designer version
 |anchor=version
 |alignment=Vertical
 |structuredtext=Your Designer version is displayed in the top-right corner of the interface:
 [[File:des_check_version.png]]
 |Status=No
 }}{{Section
@@ Line 23: / Line 18: @@
 |anchor=Howtocaptureanetworklog
 |alignment=Vertical
 |structuredtext=Most browsers allow you to capture an HTTP Archive (HAR) file, which contains details about how a particular web page has been handled by the browser. If you are asked to provide a HAR file to Genesys, follow the steps for your browser.
-{{NoteFormat|Depending on your browser version, some of the steps described here may differ from your version. If you get stuck, consult the help documentation for your particular browser.}}
+{{NoteFormat|For best results, Genesys recommends that you generate the HAR file while using your browser's '''private''' (or '''incognito''') browsing mode.|2}}
 *{{Link-SomewhereInThisManual|topic=Troubleshooting|anchor=chrome|display text=Chrome}}
@@ Line 37: / Line 30: @@
 ===How to generate a HAR file using Chrome===
-To start, go to the Designer page where you are experiencing the issue. From the Chrome settings menu, go to '''More tools''' > '''Developer tools''' to launch the developer tools console.
+Launch a new '''incognito''' window (you can do this from the Chrome settings menu, which appears as 3 vertical dots in the top right-side corner of the browser screen) and go to the Designer page where you are experiencing the issue.
 [[File:des_har_chrome_01.png]]
@@ Line 56: / Line 51: @@
 {{AnchorDiv|firefox}}
 ===How to generate a HAR file using Firefox===
-Go to the Designer page where you are experiencing the issue. From the Firefox settings menu, click '''Web Developer''' and select '''Network''' to launch the developer console.
+Open a new '''Private''' window (you can do this from the Firefox settings menu, which appears as 3 vertical lines in the top right-side corner of the browser screen) and go to the Designer page where you are experiencing the issue.
 [[File:des_har_firefox_01.png]]
@@ Line 73: / Line 70: @@
 {{AnchorDiv|safari}}
 ===How to generate a HAR file using Safari===
-Go to the Designer page where you are experiencing the issue. From the '''Safari''' menu, select '''Preferences'''. Click the '''Advanced''' tab and enable the '''Show Develop menu in menu bar''' option.
+Open a new '''Private''' window (you can do this from the '''File''' menu) and go to the Designer page where you are experiencing the issue.
 [[File:des_har_safari_01.png]]
@@ Line 96: / Line 95: @@
 ===How to generate a HAR file using Edge===
-To start, go to the Designer page where you are experiencing the issue. From the Edge settings menu, go to '''More tools''' > '''Developer tools''' to launch the Developer Tools console.
+To start, open a new '''InPrivate''' window (you can do this from the settings menu, which appears as 3 horizontal dots in the top right-side corner of the browser screen) and go to the Designer page where you are experiencing the issue.
 [[File:des_har_edge_01b.png]]
@@ Line 109: / Line 110: @@
 [[File:des_har_edge_03.png]]
 |Status=No
 }}
 }}

@@ Line 5: / Line 5: @@
 |Context=This page describes how to generate network logs from different types of browsers. If you are experiencing issues with Designer, this information can be used to assist with troubleshooting.
 |ComingSoon=No
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |Prereq=
 |Section={{Section

DES/Current/Designer/Troubleshooting - Revision history

Brian.Marshall.IX: Published

Ed.jamer@genesys.com: Ed.jamer@genesys.com moved page PEC-ROU/Current/Designer/Troubleshooting to DES/Current/Designer/Troubleshooting: Text replacement - "PEC-ROU/Current/Designer/" to "DES/Current/Designer/"

Bmarshall: Published

Bmarshall: Published

WikiSysop: Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Bgrenon: Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"