How to debug Portal Issues ?
When receiving a ticket containing an Insights Portal Issue, the following steps can be used for troubleshooting :
- If the UI is displaying a specific error, check the KB articles for that error
- One of the most useful logs that can indicate the source of the issue is the .har file ( for both Cloud or On-premise). The steps for collecting a .har file are explain in this document, for each browser: How To Generate A HAR File?
- Event Viewer logs are another very useful source for beginning the troubleshooting, gather more information and analyze further details. For most of the issues, gathering the Event Viewer logs from both Orchestrator and Insights server will provide even more clarity about an User Interface error. The steps of how to collect Event Viewer logs are explain in this : How to get Application Logs from the Event Viewer?
- Looker Logs is as well a very good source for further investigate a Portal error, especially if the first two logs did not provide enough or meaningful information. Here are the steps for collecting the logs: How To Collect All Looker Logs For Insights?
- Screenshots are a very useful resources for the troubleshooting. Even if they are requested form the customer or are taken during a conference call with them, screenshots will always be requested as a way to understand what is the exact error, on what page is the error thrown, what setup was done or if an user malfunction has cause it.