Gathering Troubleshooting Information

Additional Support Information is available via the 'Help' button located in the header at the top right of the app.

Click on the  in the top right to see the support information. You can then copy and paste those details into your support request.


Additional help - Javascript Console

Here’s how to get a copy of your Javascript console if requested.

Chrome

Right click and navigate to ‘Inspect’

Select the Console tab.

Right-click on the console and select 'Save as...'. Save the file and then attach it to the support request.

Firefox

Open 'Web Console' from under 'Web Developer'

Then right-click on the console and select 'Export visible messages to' then select 'File'


Obtaining a HAR file

For some support requests we may ask you to send our support team a HAR file.

HAR files are a log of all the data used to display the current page. They can be invaluable for diagnosing an issue but they contain sensitive information. Depending on the page this may include the content of displayed Jira issues and your browser cookies which could allow someone with access to the HAR file to impersonate you.

Easy Agile delete all copies of HAR files received from customers once they've been analysed. If you're unable to send us a HAR file we can alternatively schedule a time with the development team to diagnose an issue remotely over a screen sharing session.

Instructions for generating a HAR file can be found here.


Clearing your browser cache 


Chrome 

  1. On your computer, open Chrome.

  2. At the top right, click More .

  3. Click More tools  Clear browsing data.

  4. At the top, choose a time range. To delete everything, select All time.

  5. Next to "Cookies and other site data" and "Cached images and files," check the boxes.

  6. Click Clear data.

Chrome documentation here. 

Firefox

  1. Click the menu button and select Preferences 

  2. Select the Privacy & Security panel

  3. In the Cookies and Site Data section, click Clear Data 

  4. Remove the check mark in front of Cookies and Site Data

  5. With Cached Web Content check marked, click the Clear button

  6. Close the about:preferences page. Any changes you've made will automatically be saved

Firefox documentation here. 

Safari 

  1. Select the first item Safari in the main menu and from the drop-down the item Preferences...

  2. A popup opens. Click on the tab Advanced

  3. Check the option Show Develop menu in menu bar at the bottom. Now you should see a new menu item in the main menu named Develop

  4. If you click on the menu item Develop you can select Empty Caches from the submenu items

  5. Reload the site

Safari documentation here.