Troubleshooting front-end performance problems

Please execute these steps using the incognito tab of your browser in case you are experiencing problems with loading pages in BigPicture plugins.

Data has to be recorded during problem reproduction!

Start recording data.
Reproduce the problem (when data is being recorded).
Stop recording data and download the file.

See a video example of how to extract Network analysis file.

Step-by-step guide for Chrome browser.

Please bear in mind that improper handling of browser console data such as HAR files could potentially cause a security threat if such data is intercepted by a third-party agent. The data contained in such a report could be used to log in to your Jira/BigPicture system and impersonate you and/or view your sensitive data (not only the data captured in such a file). It is essential to make sure only authorized parties handle such files.

Taking Performance profile

Open Dev Console tool (F12 on a PC or ⌘+⌥+i on a Mac).
Go to the Performance tab in the Dev Console.
Click the record button.
Reproduce the issue while the profile is being recorded.
Please keep the tab open in the foreground until the recording finishes!
Once the page loads (the problem is reproduced) click Stop.
Save profile.
Send us the file. It is a good idea to compress it before sending.

Network analysis

Open Dev Console tool (F12 on a PC or ⌘+⌥+i on a Mac).
Go to Network tab in the Dev Console.
Choose XHR tab.
Refresh page and reproduce the issue.
Sort by time (click it twice) to show the longest loading times first.
Right click anywhere on the list to save the file.
If there are any items marked in red please click on the items one by one and take screenshots (please enlarge the Dev tool window to make the data visible). Share the files in the support ticket.
1. Share the HAR file in the support ticket.
2. Share the screenshots in the support ticket.

Problems loading blank page, a button that is not working or unexpected behaviour while using the plugin

Open Dev Console tool (F12 on a PC or ⌘+⌥+i on a Mac).
Go to Console tab in the Dev Console.
Right-click anywhere on the list, "Save as" and attach the screenshot to the support ticket.
if there are any items marked in red please expand (by clicking on the item) and take a screenshot (see above).
In the support ticket:
1. Share the file
2. Share the screenshots

Step-by-step guide for Microsoft Edge browser.

Taking Performance profile

Open Dev Console tool (F12 on a PC or ⌥+⌘+i on a Mac).

In case of EDGE or IE it is necessary to refresh the page after opening the console.
Go to the Performance tab in the Dev Console.
Click the record button.
Reproduce the issue while the profile is being recorded.
Please keep the tab open in the foreground until the recording finishes!.
Once the page loads(the problem is reproduced) click Stop.
Save profile.
Send us the file. It is a good idea to compress it before sending.

Network analysis

Open Dev Console tool (F12 on a PC or ⌥+⌘+i on Mac).
Go to Network tab in the Dev Console.
Choose XHR tab.
Refresh page and reproduce the issue.
Sort by time (click it twice) to show the longest loading times first.
Right click anywhere to save the file.
If there are any items marked in red please click on the items one by one and take screenshots (please enlarge the Dev tool window to make the data visible). Share the files in the support ticket.
1. Share the HAR file in the support ticket.
2. Share the screenshots in the support ticket.

Problems loading blank page, a button that is not working or unexpected behaviour while using the plugin

Open Dev Console tool F12 on a PC or ⌥+⌘+i on a Mac.
Go to Console tab in the Dev Console.
Right-click anywhere on the list, "Save as" and attach the screenshot to the support ticket.
if there are any items marked in red please expand and take a screenshot (see above).
In the support ticket
1. Share the file
2. Share the screenshots

Step-by-step guide for Firefox browser

Taking Performance profile

Open Dev Console tool (Shift + CTRL + J on a PC or ⌥+⌘+K on a Mac).
Go to the Performance tab in the Dev Console.
Click the record button.
Reproduce the issue while the profile is being recorded.
Please keep the tab open in the foreground until the recording finishes!
Once the page loads(the problem is reproduced) click Stop.
Save profile.
Send us the file. It is a good idea to compress it before sending.

Network analysis

Open Dev Console tool (F12 on a PC or ⌥+⌘+K on a Mac).
Go to the Network tab in the Dev Console.
Refresh the page and reproduce the issue.
Choose XHR tab.
Right-click anywhere to save the file.
If there are any items marked in red please click on the items one by one and take screenshots (please enlarge the Dev tool window to make the data visible).
1. Share the HAR file in the support ticket.
2. Share the screenshots in the support ticket.

Problems loading blank page, a button that is not working or unexpected behavior while using the plugin

Open Dev Console tool (F12 on a PC or ⌥+⌘+K on a Mac).
Go to the Console tab in the Dev Console.
Right-click anywhere on the list, and export all to a file.
if there are any items marked in red please expand and take a screenshot.
In the support ticket:
1. Share the file
2. Share the screenshots

Step-by-step guide for Safari browser

Taking Performance profile

Enable Developer Menu - in the Browser (Safari Menu> Preferences) and select Advanced Tab.
Open Dev Console tool ⌥ + ⌘ + C.
Go to the Timelines tab in the Dev Console.
Click the record button.
Reproduce the issue while the profile is being recorded.
Please keep the tab open in the foreground until the recording finishes!
Once the page loads (the problem is reproduced) click Stop and Save profile.
Send us the file. It is a good idea to compress it before sending

Network analysis

Open Dev Console (⌥ + ⌘ + C).
Go to Network tab in the Dev Console.
Choose XHR tab.
Refresh the page and reproduce the issue.
Sort by time to show the longest loading times first.
Right click on an item on the left to save the file.
Export to HAR file.
If there are any items marked in red and take a screenshot - please enlarge the Dev tool window to make the data visible.
1. Click on an item to expand.
2. Go to Headers tab.
3. Take a screenshot.
Repeat for all relevant items.
1. Share the HAR files in the support ticket.
2. Share the screenshots in the Support ticket.

Problems loading blank page, a button that is not working or unexpected behaviour while using the plugin

Open Dev Console (⌥ + ⌘ + C).
Go to the Console tab in the Dev Console.
Attach the screenshot to the support ticket.

In case you are experiencing more complicated issues or having problems following the instructions please contact our helpful support using the customer portal . Our team will be more than welcome to assist.