Organisation Resources - Advanced access troubeshooting

This guide is for Organisations needing advanced troubleshooting steps to identify and isolate any issues with portal access. The steps outlined in this guide are intended for IT personell within your organisation to capture logs from Google Chrome.

Step 1: Open Google Chrome

Open Chrome and navigate to https://portal.converge-online.com

Step 2: Open Developer Tools

Once the page has loaded open the Chrome dev tools by selecting View → Developer → Developer Tools; Alternatively you can press ‘F12’ on your keyboard (this second option may not be supported on all devices)

Open

Accessing Developer Tools

Step 3: Prepare to capture HTTP requests and enter code

1. Click the ‘Clear’ icon so we are ready to capture http requests.

2. Next, in the browser panel on the left side, enter the organisation code you have been provided.

3. Click “Check”

Open

Step 4: View the “Network” tab

1. On the right developer tools panel on the right, click the “Network” tab from the menu bar indicated in the picture below. You’ll be presented with network activity from the website.

2. Click on the “Download” icon to save the logs to a .HAR file

Step 6: Provide the .HAR file to Converge Support

Reply to the email chain (the ticket) you currently have with Converge User Support who will share this internally with our Development team to research. Please note that a resolution may not be immediately available and may require further steps depending on the complexity of your organisations' security arrangements.