During the troubleshooting process, you may be asked to send QuickHelp Support a screenshot of the Console Tab or Network Tab. This information provides visibility to any errors that may be occurring in the browser.


Here is how to easily get this information.


In your browser of choice:

  1. Navigate to QuickHelp.
  2. Open Developer Tools (how to do this will vary depending on your browser).
    • In Edge, click Settings and More (3 dots) at the top right of your browser, and choose More tools > Developer tools. This will open a window with several different tabs. (Or click on F12)

    • In Chrome, click Customize and control Google Chrome (3 dots) at the top right of your browser, and choose More tools > Developer tools. This will open a window with several different tabs. (Or click on F12)
    • Firefox is a little different. Click Open menu (3 lines) at the top right of your browser, and choose Web Developer. In the new menu that opens, choose either Web Console or Network. This will open a window with several different tabs, but with the selected option as the active tab.
    • In Safari: Click Safari then Preferences at the top left of your browser. Then you will choose Advanced and check the box Show Develop menu in menu bar. Under the Develop tab, select Show JavaScript Console

  1. In the newly opened window, choose either Console or Network.
  2. Perform the action that is causing the problem (video not playing, for example). Please note that in the Network tab, you may be required to Start recording the network log by clicking an icon that looks like a "Play" button.
  3. Once the action is completed, take a screenshot of the requested tab. There may be some obvious errors (in red) - this will be the helpful bit.