SAP Knowledge Base Article - Public

3211765 - Enabling HTTPWatch/Chrome/MS Edge console logs while troubleshooting Cloud for Service UI

Symptom

  • You are experiencing UI or performance issues while accessing SAP Cloud for Customer (Sales or Service)
  • Support has requested you to capture and provide traces to help with further analysis
  • This KBA provides the basic steps required to enable traces for HTTPWatch, Google Chrome or Microsoft Edge

Image/Data is from SAP internal systems, sample data, or demo systems.  Any resemblance to real data is purely coincidental.

Environment

  • SAP Cloud for Customer
  • SAP Cloud for Sales
  • SAP Cloud for Service

Cause

Logs required for further analysis

Resolution

  • Steps to enable and collect HTTPWatch
    1. Open Chrome (or Edge) Developer Tools from the menu (under Menu (...) > More tools > Developer tools) or by pressing Ctrl+Shift+C (or the F12 function key) on your keyboard when browser is in focus.
    2. Go to the Network Tab and make sure that the circle in the top-left corner is red, if it is gray, click it to start recording.
    3. Clear the log by clicking the circle with the line through it.
    4. Click the check boxes Preserve log and Disable cache.
    5. Reproduce the issue or performance problem by performing all the steps when the issue or error is observed.
      • Note: Creating a video at the same time is recommended.
      • Describe (in the incident) the high level steps performed.
    6. When you have finished reproducing the workflow, click the top left recording button to stop recording (see screenshot).
      HAR.png
    7. Right click the requests grid and click Save as HAR with content.
    8. Attach the HAR file to the incident.
  • Enable and collect logs in Chrome
    1. Open the main Chrome menu
    2. Select More Tools > Developer Tools
    3. Depending on which logs you need, you'll select the Network or Console Tab to get the logs you need.
    4. Sometimes we may ask you to enable the DevTools for a popup window (such as when troubleshooting connected accounts). To do this in Chrome:
    5. Open the Developer Tools as above
    6. Navigate to the Settings page
    7. Enable Auto-open DevTools for popups (don't forget to disable it when you're done troubleshooting!).
  • Enable and collect logs in MS Edge
    1. Open the Edge menu on the top-right of your browser ... (3 dots) and choose More tools
    2. Select Developer tools
      MS_EDGE.png
    3. Right-click anywhere inside of the screen circled in red and choose to Save as. Your browser will prompt you to save a “.log” file.
    4. Attach this .log file in the SAP Support incident and sent it back to Support with the steps taken

Keywords

Troubleshoot, Chrome, Console, Performance, UI, User Interface , KBA , LOD-CRM-SRP , Service Request Processing , AP-RC-UIF , C4C UI Framework , Problem

Product

SAP Cloud for Customer core applications 2205