When troubleshooting or diagnosing a potential issue, the Omny Support team may ask you for browser session data.
Do not send sensitive information to Omny Support
The steps in this article show you to sanitize sensitive data, like passwords or credit card numbers, from browser session data. If you don’t remove this sensitive data, information that you enter will be visible to the Omny support team and anyone else who sees your browser session data. When possible, do not enter sensitive information like passwords or credit card numbers while gathering the session data to export.
Please ensure that you export a browser session in which the issue can be directly replicated. If your export comes from a different browser tab, or a different session in which the problem does not occur, the session data won't provide us with the necessary insight.
The instructions below are general in nature as every browser has its own way of exporting session data. You might have to explore your browser’s features to find the export features.
Export and Sanitize Browser Session Data
If you use the Safari browser on macOS you need to enable Developer Tools before you can access the session export tools.
Go to the browser tab where you experienced the problem.
Open the browser inspector:
Safari: Right-click and select Inspect Element.
Chrome, Firefox, and Edge: Right-click and select Inspect.
Select the Network tab in the Inspector.
Enable the Preserve Log option:
Safari: Select the Network options icon and select Preserve Log.
Chrome and Edge: Check Preserve Log.
Firefox: In the cog menu, select Persist Logs.
Repeat the steps that caused the issue.
Download the network inspection file:
Safari: Select Export.
Chrome and Edge: Select the down-arrow icon to Export HAR.
Firefox: In the cog menu, select Save All as HAR.
Go to Omny Studio HAR File Sanitizer and upload the HAR file, and then select the Download button. This creates a sanitized version of the HAR file by removing credentials and other secrets.
Upload the sanitized file to Omny Support along with an explanation of the issue.