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Gather Logs: Background Console and Network logs and Client Console logs

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Gather Logs: Background Console and Network logs and Client Console logs

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When facing more complex issues, we might ask for logs. These logs provide valuable data and insights, helping us better understand and resolve the issues you may be encountering.

This article contains a full set of guidelines and visual aids to gather more information using Dashlane debugging tools and extension Background Console and Network Logs and Client Console Logs.

Web Solutions

The first section refers to diagnostics logging, a tool that helps developers understand how the Dashlane browser extension functions behind the scenes. This tool is invaluable for debugging customer issues. Diagnostics logging offers a more secure and efficient way to gather data about issues you're having and is the preferred method for information collection.

The second section provides instructions for collecting Background Console and Network Logs and Client Console Logs. These methods have more steps and should only be used when specifically instructed, as the diagnostic logging tool is the preferred option.

Diagnostic logging tool

You need extension version 6.2449 or later to use this tool. Once enabled (as described below), the tool will remain active for 7 days before automatically disabling.

Steps to enable diagnostic logging:

  1. Ensure your Dashlane browser extension is running version 6.2449 or later.
  2. Right-click the Dashlane D icon in your browser toolbar.
    • Chrome: Select Options in the list.
    • Firefox: Select Manage Extensions, select the 3-dot icon, and then select Preferences.
    • Edge: Select Extension Options in the list.

    • Safari: Select Manage Extensions and then select Settings.

      Example from Chrome:

  3. Select the Troubleshooting heading three times to display the option to send diagnostic logs to Dashlane. Turn on the option. All logs will be deleted within 7 days of collection.

  4. Please share the Diagnostic ID that appears in the extension information section by email so that we can provide the Engineering team with details to assist with the investigation.

Important:

  • Keep the extension running for at least 15 minutes after experiencing the problem
  • Let us know the exact time you encountered the issue

Background Console and Network Logs and Client Console Logs

Difference between types of logs

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 displayed on the extension itself.

Client Console Logs: This one 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 logout in some cases.

In such cases, before logging out, make sure you're 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

This section provides the specific steps to gather Background Console and Network Logs with short recordings for the supported browsers.

From Chrome or Chromium browsers

  1. Be sure that you aren't logged in on the extension. The Dashlane D should be red.
  2. Right-click the Dashlane extension and select Manage Extension.
  3. Turn on Developer mode. The location will depend on the browser.
  4. From there, select service worker under Inspect views. If in Edge, you'll see Background page instead.
    • Alternative (If "Inspect views" is greyed out): Open a new tab, go to chrome://serviceworker-internals , and select Inspect.
  5. DevTools opens in a new window.
  6. In the top menu bar, be sure to have Network selected.
  7. Go back to the browser window and attempt to log in to Dashlane.
  8. Go back to the DevTools window.
  9. In the top menu bar, select the Export HAR icon, shown as a down arrow in a square.
  10. Select a location where you can save it and retrieve it later.
  11. Still in the DevTools window, in the menu bar, go to Console.
  12. Right-click after the last entry on the log and select save as.
  13. Select a location where you can save it and retrieve it later.
  14. You can now close the DevTools window and turn off Developer mode on the extension.

From Firefox

  1. Be sure that you aren't logged in on the extension. The Dashlane D should be red.
  2. Right-click over the Dashlane extension and select Manage Extension.
  3. On the top, select the gear icon to open the extension settings.
  4. In the list, select Debug Add-ons.
  5. In the new tab, Debugging, look for Dashlane under Extensions and select Inspect to the right.
  6. A Developer Tools window opens, showing the Console and Network logs, among others.
  7. Select the Dashlane extension that should still be red and attempt to log in.
  8. Go back to the Developer Tools window.
  9. 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.
  10. Select a location where you can save it and retrieve it later.
  11. In the logs menu, select Network. You'll see another list. Right-click anywhere on that list and select Save All As HAR.
  12. Select a location where you can save it and retrieve it later.
  13. You can now close the Debugging tab and the Developer Tools window.

From Safari

  1. Open Safari's preferences (Safari menu in the top browser bar and then select Settings) and select the Advanced tab.
  2. In the Advanced tab, select the box on the bottom: Show features for web developers.
  3. After the Develop menu is enabled, you'll open it from the Web Extension Background Content > Dashlane.
  4. Web Inspector - Dashlane opens in a new window, automatically on the Console tab.
  5. 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.
  6. Go back to the extension and reproduce the issue you're experiencing.
  7. Go back to Web Inspector - Dashlane, and you should still be on the Network tab.
  8. Select the Export option in the top right of this window.
  9. Select a location where you can save it and retrieve it later.
  10. Still in Web Inspector - Dashlane, go to Console.
  11. Select any entry in these logs and then press Command + A, or go to Edit > Select All to select everything.
  12. 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.
  13. 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

This section provides the specific steps to gather Client Console Logs with short recordings for the supported browsers.

From Chrome or Chromium browsers

  1. Be sure that you aren't logged in on the extension. The Dashlane D should be red.
  2. If necessary, enter your Dashlane ID email address.
  3. Right-click in the Master Password field and select Inspect at the bottom of the list.
  4. A new section opens, usually to the right. Select Console in the logs menu.
  5. Go back to the Master Password field and attempt to log in.
  6. You'll get an error, or you'll be able to log in.
  7. 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.
  8. Select a location where you can save it and retrieve it later.
  9. You can now close the logs section with the X in the top right or close Chrome.

From Firefox

  1. Be sure that you aren't logged in on the extension. The Dashlane D should be red.
  2. Select the Dashlane D in your browser window.
  3. Right-click in the Master Password field and select Inspect at the bottom of the list.
  4. A new section opens at the bottom. Select Console in the logs menu.
  5. Go back to the Master Password field and attempt to log in.
  6. You'll get an error, or you'll be able to log in.
  7. Go to the section below. Right-click on one of the entries on the list of messages and select Save all Messages to File.
  8. Select a location where you can save it and retrieve it later.
  9. You can now close the section below with the X in the top right or close Firefox.

From Safari

  1. Open Safari's preferences (Safari menu in the top browser bar > Settings) and select the Advanced tab.
  2. In the Advanced tab, select the box on the bottom: Show features for web developers.
  3. Select the Dashlane D in your browser window.
  4. Right-click in the Master Password field and select Inspect at the bottom of the list.
  5. A new section opens at the bottom. Select Console in the logs menu.
  6. Go back to the login page and reproduce the issue you're experiencing.
  7. Go to the section below that should still be in Console.
  8. Select any entry in these logs and then press Command + A, or go to Edit > Select All to select everything.
  9. 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.
  10. 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.

Android Solution

Android debugging tool

This section provides the specific steps to gather diagnostic files from the Android app in a streamlined, secure way.

Note: The server will keep the log files for 14 days, and then the files are deleted.

  1. Launch the Dashlane Android app on your phone.
  2. Select Use another account and, instead of the login email address, enter “diagnostic”.
  3. Select Continue and then OK to confirm.
  4. After the Upload successful message appears, select Copy for the Debug ID.
  5. Please share the Debug ID by email so that we can provide the Engineering team with details to assist with the investigation.


iOS Solution

iOS debugging tool

This section outlines the steps to enable Diagnostic Mode for Dashlane in the iOS device system settings. Activating this mode provides access to crash reports stored on the device, which can be shared with the Apple team upon request.

Note: Enabling Diagnostic Mode for Dashlane in the system settings adds a “Debug Information” button to each vault item. The button opens a sheet with options to copy all debug info or take a screenshot, which can be easier for some people. Additionally, individual fields can be copied using the menu.

  1. Open the Settings app on your device.
  2. Scroll down and select Privacy & Security.

  3. On the Privacy & Security screen, scroll down and select Analytics & Improvements and then Analytics Data.

  4. From the list, open the most recent crash related to Dashlane. The crash reports are sorted by app and date, with the most recent at the end of the list.
  5. Select the Share icon, shown as a square with an up arrow, in the upper-right corner of the screen.
  6. Please email the file so we can provide the Engineering team with the details to assist with the investigation.
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