When facing more complex issues, we might ask for logs. These logs give us valuable data and insights, helping us better understand and resolve the issues you might be encountering.
This article contains a full set of guidelines and visual aids to gather Background Console and Network Logs and Client Console Logs.
Difference between types of logs
You can gather two types of logs, which have significant differences between them.
Background Console and Network Logs: Gathered for issues with the extension loaded, for example, unable to log in, failed login, or error on the login and display on the extension itself.
Client Console Logs: Collects the logs from the web app, for example, when you're unable to complete the login or see an error message when doing a login on the web app or web view.
If you take a few moments to watch the videos available for each one, you'll notice the difference in how they're gathered.
Warning! Collecting these logs may require a log out in some cases.
In such cases, before logging out, make sure you are logged in on at least one other device or have access to an account recovery key. Otherwise, you might lose access to the account.
Background Console and Network Logs
Below are the specific steps to gather background console and network logs with short recordings for the supported browsers.
From Chrome or Chromium browsers
- Be sure that you aren't logged in on the extension. The Dashlane D should be red.
- Right-click the Dashlane extension and select Manage Extension.
- Enable Developer mode. The location depends on the browser.
- From there, select service worker under Inspect views. For Edge, you'll see Background page instead.
- DevTools opens in a new window.
- In the top menu bar, be sure to have Network selected.
- Go back to the browser window and attempt to log in to Dashlane.
- Go back to the DevTools window.
- Right-click on any line and go for the last option Save all as HAR with content.
- Select a location where you can save it and retrieve it later.
- Still in the DevTools window, in to the menu bar, go to Console.
- Right-click after the last entry on the log and select save as.
- Select a location where you can save it and retrieve it later.
- You can now close the Devtools window and disable Developer mode on the extension.
From Firefox
- Be sure that you aren't logged in on the extension. The Dashlane D should be red.
- Right-click over the Dashlane extension and select Manage Extension.
- On the top, select the gear icon to open the extension settings.
- In the list, select Debug Add-ons.
- In the new tab, Debugging, look for Dashlane in the Extensions section and select Inspect to the right.
- A Developer Tools window opens that shows the Console and Network logs, among others.
- Select the Dashlane extension that should still be red and attempt to log in.
- Go back to the Developer Tools window.
- In the logs menu, select Console, and you'll see a list. Right-click anywhere on that list and select Save all Messages to File.
- Select a location where you can save it and retrieve it later.
- In the logs menu, select Network. You'll see another list. Right-click anywhere on that list and select Save All As HAR.
- Select a location where you can save it and retrieve it later.
- You can now close the Debugging tab and the Developer Tools window.
From Safari
- Open Safari's preferences (Safari menu in the top browser bar and select Settings) and select the Advanced tab.
- In the Advanced tab, select the box on the bottom: Show features for web developers.
- After the Develop menu is enabled, you'll open it from the Web Extension Background Content and then select Dashlane.
- Web Inspector - Dashlane opens in a new window, automatically on the Console tab.
- Change to the Network tab and select refresh, shown as a circle with an arrow tip, in the top left icons. Wait for about 5 seconds.
- Go back to the extension and reproduce the issue you're experiencing.
- Go back to Web Inspector - Dashlane, and you should still be on the Network tab.
- Select the Export option in the top right of this window.
- Select a location where you can save it and retrieve it later.
- Still in Web Inspector - Dashlane, go to Console.
- Select any entry in these logs and then press Command + A, or go to Edit and then Select All to select everything.
- Then right-click anywhere on the selected logs and select Save selected to save all the logs in a TXT file that you can send.
- You can now close the Web Inspector - Dashlane window and disable Show features for web developers in Safari's settings that you enabled at the beginning.
Client Console Logs
Below, find the specific steps to gather client console logs with short recordings for the supported browsers.
From Chrome or Chromium browsers
- Be sure that you aren't logged in on the extension. The Dashlane D should be red.
- In the address bar, enter "app.dashlane.com"
- If necessary, enter your Dashlane ID email address.
- Right-click in the Master Password field and select Inspect at the bottom of the list.
- A new section opens, usually to the right. Select Console in the logs menu.
- Go back to the Master Password field and attempt to log in.
- You'll get an error, or you'll be able to log in.
- Go to the section on the right that shows the logs. Right-click over one of the entries in the list of messages and select Save as.
- Select a location where you can save it and retrieve it later.
- You can now close the logs section with the X in the top right or close Chrome.
From Firefox
- Be sure that you aren't logged in on the extension. The Dashlane D should be red.
- In the address bar, enter "app.dashlane.com"
- Right-click in the Master Password field and select Inspect at the bottom of the list.
- A new section opens at the bottom. Select Console in the logs menu.
- Go back to the Master Password field and attempt to log in.
- You'll get an error, or you'll be able to log in.
- Go to the section below. Right-click on one of the entries on the list of messages and select Save all Messages to File.
- Select a location where you can save it and retrieve it later.
- You can now close the section below with the X in the top right or close Firefox.
From Safari
- Open Safari's preferences (Safari menu in the top browser bar and select Settings) and select the Advanced tab.
- In the Advanced tab, select the checkbox on the bottom: Show features for web developers.
- In the address bar, enter "app.dashlane.com"
- Right-click in the Master Password field and select Inspect at the bottom of the list.
- A new section opens at the bottom. Select Console in the logs menu.
- Go back to the login page and reproduce the issue you're experiencing.
- Go to the section below that should still be in Console.
- Select any entry in these logs and then press Command + A, or go to Edit and then Select All to select everything.
- Then right-click anywhere on the selected logs and select Save selected to save all the logs in a TXT file that you can send.
- You can now close the Web Inspector - Dashlane window and disable Show features for web developers in Safari's settings that you enabled at the beginning.