Summary

• Enhance the diagnostic tooling to allow capture and retrieval of historical browser logs, including HAR (HTTP Archive) and browser console logs, to help investigate intermittent issues that cannot be reproduced on demand.

Problem Statement

• Currently, our troubleshooting tools primarily capture agent logs in real time. However, they do not include browser-level diagnostic data, such as:

1. HAR (network request logs)

2. Browser console logs

• When customers report intermittent issues, the following challenges arise:

1. The issue occurs randomly and cannot be predicted.

2. HAR and console logs must be manually enabled before the issue occurs.

3. In many cases, the issue has already happened before logging was enabled, leaving no diagnostic data.

4. Analytics historical reports have a delay of approximately 1–2 hours, which prevents immediate correlation with the issue.

As a result, support teams must rely on customers or agents to attempt reproducing the issue again while recording logs, which is often difficult or impossible.

Proposed Solution

• Introduce a diagnostic logging enhancement that enables capturing and storing historical browser logs for troubleshooting.

Key capabilities may include:

1. Background Diagnostic Logging

Allow agents or customers to enable a temporary background logging mode that captures:

• Network activity (HAR logs)

• Browser console logs

• JavaScript errors

This logging can run for a limited period or until manually disabled.

1. Historical Log Retrieval

Provide the ability to export captured logs after an issue occurs, even if the problem was not anticipated.

Logs may include:

• Network requests and responses

• Console errors and warnings

• Timestamped events

1. Optional Event-Based Capture

To reduce data volume, logging could be triggered when certain events occur, such as:

• Failed API requests

• JavaScript exceptions

• Page load failures

• Network timeouts

Expected Benefits

• Improves root cause analysis for intermittent issues

• Reduces dependency on real-time reproduction

• Provides browser-level diagnostics alongside agent logs

• Helps compensate for the 1–2 hour delay in analytics reporting

• Shortens issue investigation and resolution time

Suggested Priority

• Medium–High

This enhancement would significantly improve the support team’s ability to investigate unpredictable or intermittent customer issues.