When troubleshooting or diagnosing a potential issue, the Omny Support team may ask for browser session data.
All input entered during this session will be visible to the Omny support team and anyone else who sees your browser session data. Please do not enter credit card data or other sensitive information like passwords while gathering the session data to export.
When experiencing an issue you can export your web browser session and send it to the Omny support team to help us diagnose the problem. 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 somewhat 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.
If you use the Safari browser on macOS you need to enable Developer Tools before you can access the session export tools.
To export browser session data:
Go to the browser tab where you experienced the problem.
Open the browser inspector:
Safari: right-click and select Inspect Element.
Chrome/Firefox/Edge: right-click and select Inspect.
Select the Network tab in the Inspector.
Enable the “Preserve Log” option:
Safari: click the Network options icon and select Preserve Log.
Chrome/Edge: select the Preserve Log checkbox.
Firefox: select Persist Logs from the cog menu.
Repeat the steps that caused the issue.
Download the network inspection file:
Safari: Click Export.
Chrome/Edge: select Export HAR… (down-arrow icon).
Firefox: select Save All as HAR from the cog menu.
Send the file to Omny Support along with an explanation of the issue.