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How to Collect Browser Information for Our Support Team

Fabric Support
  • Updated

When you experience slowness or performance issues, the information below helps us identify the cause much faster.

Please follow the steps below and send us the requested files and screenshots.

 

1. Tell us which browser you’re using

  1. Open the browser where you see the issue.

  2. Click the menu (three dots) in the top-right corner.

  3. Choose Help → About… (for example, “About Google Chrome” or “About Microsoft Edge”).

  4. Take a screenshot of that page or copy the browser name and version and send it to us.

Example:

Google Chrome Version 130.0.x
Microsoft Edge Version 129.0.x

 

2. Collect Console Logs and HAR File

📝 The steps below work for both Google Chrome and Microsoft Edge. However some icons and names might defer from one browser to the other.

 

2.1 Open the Developer Tools

  1. Go to the page where you see the problem.

  2. Press F12 on your keyboard.

    • If that doesn’t work, try:

      • Ctrl + Shift + I (Windows)

      • Command + Option + I (Mac)

  3. A panel should open, usually on the right or bottom of the browser.

 

2.2 Enable logging

  1. In the Developer Tools panel, click on the Network tab (if you don’t see it, click the » icon and look for Network).

  2. At the top of the Network tab, tick Preserve log (so it keeps the history while we reproduce the issue).

  3. Click the Console tab once so it’s active (we’ll use it in a moment; no extra settings needed).

 

2.3 Enable Debug Mode 

  1. With Developer Tools open, go to the Console tab.

  2. In the console, paste the following command:

    docCookies.setItem("DEBUG", 1)

  3. Press Enter.

  4. This sets a browser cookie called DEBUG = 1, which activates debug mode

  5. Do not close the Developer Tools until we finish the steps below.

 

2.4 Start a clean recording

  1. Go back to the Network tab.

  2. Click the trash can icon (🗑️) or Clear button to remove old entries.

  3. Make sure both:

    • Preserve log is enabled

    • Recording is active (the red 🔴 icon should be on)

 

2.5 Reproduce the issue

  1. With the Developer Tools panel still open, use the site as you normally do:

    • Navigate to the page that is slow or problematic.

    • Perform the action that is slow, freezes, or shows an error.

  2. Wait until:

    • The problem happens again, or

    • The page finishes loading, or shows an error message.

 

2.6 Save the HAR file

  1. Still in the Network tab:

    • Right-click anywhere inside the list of requests (the table in the center).

    • Click “Save all as HAR with content” or similar.

  2. Save the file (it will have a .har extension).

  3. Remember where you saved it (Desktop, Downloads, etc.).

Consider this when saving the HAR file

HAR files can sometimes be quite large, and their default names aren’t always ideal for email or ticketing systems. To avoid upload issues or spam filters blocking the file, please follow these quick steps before attaching it:

  • Rename the file to something simple and descriptive.

    • HAR files are usually named after the full webpage URL, which can look suspicious (for example: example.com.har).

    • A clearer name is better, e.g.: customername_issue_har.har, slow_page_load.har

  • Zip or compress the HAR file before sending it.

    • Uncompressed HAR files can be very large and may exceed the attachment size limits of our support portal (Zendesk).

    • Compressing the file keeps it safe, smaller, and easier to upload.

 

2.7 Save the Console log

  1. Click the Console tab in the Developer Tools panel.

  2. Right-click anywhere in the messages area.

  3. Click “Save as…”.

  4. Save the file (usually as .log or .txt).

 

2.8 Disable Debug Mode

  1. Go back to the Console tab in Developer Tools.

  2. Paste the following command:

    docCookies.removeItem("DEBUG")

  3. Press Enter.

  4. This removes the DEBUG cookie and returns the browser to normal mode.

 

3. Capture browser memory and GPU usage

We also need a quick snapshot of how much memory and graphics (GPU) the browser is using.

Below are steps for Chrome and Edge.
Use the ones that match your browser.

 

3.1 Google Chrome – Memory and GPU

  1. Make sure Chrome is active (click anywhere inside the Chrome window).

  2. Press Shift + Esc on your keyboard.

    • This opens Chrome’s own Task Manager.

  3. You’ll see a list of items (tabs, extensions, processes) with columns like:

    • Memory footprint

    • CPU

    • GPU Process

  4. Take a screenshot of this window:

    • Make sure the window is large enough so we can see most entries and columns.

B) Optional but helpful: GPU information

  1. In Chrome’s address bar, type chrome://gpu and press Enter.

  2. Take a screenshot of the page, especially the section called “Graphics Feature Status”.

 

3.2 Microsoft Edge – Memory and GPU

  1. Make sure Edge is active (click inside the Edge window).

  2. Do one of the following:

    • Press Shift + Esc, or

    • Click the three dots (…) → More tools → Browser task manager.

  3. A window will open showing:

    • Memory

    • CPU

    • GPU Process and other entries.

  4. Take a screenshot of this window.

 

4. What to send back to us

Please reply to us with:

  1. Browser name and version

    • e.g., “Google Chrome 130.0.x on Windows 11”

  2. Files:

    • ✅ HAR file

    • ✅ Console log file

  3. Screenshots:

    • ✅ Browser Task Manager window (Chrome or Edge) showing memory/CPU/GPU

    • (Optional but useful) chrome://gpu page if using Chrome

  4. Context:

    • A short description of what you were doing

    • Approximate time of the issue and your timezone

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