Troubleshooting front-end performance problems
- Anna Ciepłota
- Magdalena Żaczek
- Piotr Koszela
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 a 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.
Network analysis - HAR file
Open the Dev Console tool (F12 on a PC or ⌘+⌥+i on a Mac).
Go to the Network tab in the Dev Console.
Choose the Fetch/XHR tab.
Select Preserve Log.
Ensure that Google Chrome is recording. A red button indicates that a recording is already in progress. If the button is grey, click Record network log.
Clear any existing logs by clicking Clear network log.
Go to the page where the issue occurred and reproduce the issue.
Click Export HAR to export the file as HAR.
If any items are marked in red, click on them one by one and take screenshots (enlarge the Dev tool window to make the data visible). Share the files in the support ticket.
When contacting our Support, remember to:
Share the HAR file in the support ticket.
Share the screenshots in the support ticket.
Taking Performance profile
Open the 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 it.
Problems loading a blank page, a button that is not working, or unexpected behavior while using the plugin
Open the Dev Console tool (F12 on a PC or ⌘+⌥+i on a Mac).
Go to the 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:
Share the file
Share the screenshots
Step-by-step guide for Microsoft Edge browser.
Network analysis - HAR file
Open the Dev Console tool (F12 on a PC or ⌥+⌘+i on a Mac).
Go to the Network tab in the Dev Console.
Choose the Fetch/XHR tab.
Select Preserve Log.
Ensure that Microsoft Edge is recording. A red button indicates that a recording is already in progress. If the button is grey, click Record network log.
Clear any existing logs by clicking Clear network log.
Go to the page where the issue occurred and reproduce the issue.
Click Export HAR to export the file as HAR.
If any items are marked in red, click on them one by one and take screenshots (enlarge the Dev tool window to make the data visible). Share the files in the support ticket.
When contacting our Support, remember to:
Share the HAR file in the support ticket.
Share the screenshots in the support ticket.
Taking Performance profile
Open the 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 it.
Problems loading a blank page, a button that is not working, or unexpected behavior while using the plugin
Open Dev Console tool F12 on a PC or ⌥+⌘+i on a Mac.
Go to the 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
Share the file
Share the screenshots
Step-by-step guide for Firefox browser
Network analysis - HAR file
Open the Dev Console tool (F12 on a PC or ⌥+⌘+K on a Mac).
Go to the Network > XHR tab.
Go to the page where the issue occurred and reproduce the issue. The page automatically starts recording as you navigate.
When ready, click Pause/Resume recording network log.
Right-click anywhere in the File column and select Save All as HAR or click Network settings > Save All as HAR.
If any items are marked in red, click on them one by one and take screenshots (enlarge the Dev tool window to make the data visible). Share the files in the support ticket.
When contacting our Support, remember to:
Share the HAR file in the support ticket.
Share the screenshots in the support ticket.
Taking Performance profile
Open the 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 it.
Problems loading a blank page, a button that is not working, or unexpected behavior while using the plugin
Open the 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:
Share the file
Share the screenshots
Step-by-step guide for the Safari browser
Network analysis - HAR file
If the Develop menu doesn't appear in the menu bar, go to Safari Settings.
Click Advanced.
Select Show features for web developers.
Open a new Safari window.
From the Develop menu, select Show Web Inspector.
Click the Network tab.
Go to the page where the issue occurred and reproduce the issue.
When ready, click Export.
Save the file.
If any items are marked in red, click on them one by one and take screenshots (enlarge the Dev tool window to make the data visible). Share the files in the support ticket.
When contacting our Support, remember to:
Share the HAR file in the support ticket.
Share the screenshots in the support ticket.
Taking Performance profile
Enable the 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
Problems loading a blank page, a button that is not working, or unexpected behavior while using the plugin
Open Dev Console (⌥ + ⌘ + C).
Go to the Console tab in the Dev Console.
Attach the screenshot to the support ticket.
