Collecting additional logs for troubleshooting

If you’re seeing unexpected results or behavior on your store locator, we may in rare cases ask you to collect additional logging information to help us track down the cause of the issue.
The general steps are:
  1. Enable log capture in your browser
  2. Reproduce the unexpected behavior
  3. End and save the capture
  4. Send the captured file to our support team

Please see the specific steps below for the specific browser you are using:

Chrome

  1. In Chrome, go to the store locator page where you are experiencing trouble.
  2. At the top-right of your browser window, click the Chrome menu (⋮).
  3. Select More Tools > Developer Tools. The Developer Tools window opens as a docked panel at the side or bottom of Chrome or as a new window.
  4. Click the Network tab at the top.
  5. Tick the Preserve log checkbox.
  6. You will see a red circle at the top left of the Network tab. This means the capture has started. If the circle is black, click the black circle to start recording activity in your browser.
  7. Refresh the page and reproduce the problem while the capture is running.
  8. After you successfully reproduce the issue, right click on any row of the activity pane and select Save all as HAR with Content.
  9. Select the Console tab at the top of the Developer Tools window.
  10. Right-click anywhere in the console and select Save as....
  11. Name the log file Chrome-console.log.
  12. Send both files in a reply to your support request.

Firefox

  1. In Firefox, go to the store locator page where you are experiencing trouble.
  2. Click the Firefox menu (Three horizontal parallel lines) at the top-right of your browser window.
  3. Select Web Developer > Network.
  4. The Developer Tools window opens as a docked panel at the side or bottom of Firefox, or as a new window.
  5. Click the Network tab at the top.
  6. Click the gear icon near the top-right and ensure Persist logs has a checkmark in the drop-down menu.
  7. Refresh the page and reproduce the problem while the capture is running.
  8. After you successfully reproduce the issue, right-click any row of the activity pane and select Save all as HAR.
  9. Select the Console tab.
  10. Right-click any row and select Export visible messages to > File.
  11. Send both files in a reply to your support request.

Safari

  1. In Safari, first ensure your Develop menu is available navigating to the menu bar and selecting Preferences > Advanced: "Show Develop menu in menu bar"
  2. Go to the store locator page where you are experiencing trouble.
  3. In the menu bar at the top, click Develop and select Show Web Inspector.
  4. Click the Console tab and select Preserve Log.
  5. Go back to the Network tab.
  6. Refresh the page and reproduce the problem while the capture is running.
  7. After you successfully reproduce the issue, right-click any row of the activity pane and select Export HAR.
  8. Click the Console tab.
  9. Right-click any row and select Select all.
  10. Paste the content in a text file and name it console-log.txt.
  11. Send both files in a reply to your support request.

Internet Explorer (IE11)

  1. In Internet Explorer, go to the store locator page where you are experiencing trouble.
  2. Click the gear icon in the top right.
  3. Select F12 Developer Tools.
  4. Click the Network tab.
  5. Clear the Clear entries on navigate option, which is selected by default. The icon looks like blue arrow with a red X.
  6. The green play button (Start Profiling Session), should be selected by default. This means the capture function is running.
  7. Refresh the the page and reproduce the problem while the capture is running.
  8. Once you have reproduced the issue, click the Export as HAR icon. The icon looks like a floppy disk.
  9. Click the Console tab.
  10. Right-click any row and select Copy all.
  11. Paste the content in a text file and name it console-log.txt.
  12. Send both files in a reply to your support request.

Edge

  1. In Edge, go to the store locator page where you are experiencing trouble.
  2. At the top-right of your browser window, click the Edge menu (⋮).
  3. Select Developer Tools.
  4. Click the Network tab.
  5. Clear the Clear entries on navigate option, which is selected by default. The icon looks like blue arrow with a red X.
  6. The green play button (Start Profiling Session), should be selected by default. This means the capture function is running.
  7. Refresh the the page and reproduce the problem while the capture is running.
  8. Once you have reproduced the issue, click the Export as HAR icon. The icon looks like a floppy disk.
  9. Click the Console tab.
  10. Right-click any row and select Copy all.
  11. Paste the content in a text file and name it console-log.txt.
  12. Send both files in a reply to your support request.