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Collecting browser and Chrome extension logs

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About

This article covers how to retrieve and send logs for Virtru Web-based apps and Virtru Chrome extensions.

The logs give Virtru Customer Support more detailed technical information, which helps save you time and effort during the troubleshooting process. If you're experiencing issues with any of the above products, we may ask you to collect and submit logs. The instructions below walk you through the process.

For any of the logs below, be sure to open and enable logging before reproducing the issue. This is critical for the Network HARs which only begin recording when opened.

Jump to

Collecting Browser Developer Tools Logs
Collecting Extension Service Worker Logs
Sharing the Logs

Collecting Browser Developer Tools Logs

When experiencing trouble with any of the following, browser level logs can greatly assist in troubleshooting: 

  • Virtru Email Protection Extension (Gmail and Vault)
  • Virtru for Drive Extension
  • Virtru for Outlook 365 Add-in
  • Virtru Secure Reader
  • Virtru Secure Share
  • Virtru Control Center

1. Right-click the Web page or Virtru add-in and select Inspect

Inspect option

 In Chrome, you can open the browser menu > More Tools > Developer Tools

Chrome browser Developer Tools

2. In the window that opens, select the Console tab

Console tab
3. In the same tab as the logs, reproduce the issue

4. Right-click within the Console, and Save as…

Save as option

5. Open the Network tab. If you don’t see it listed, check the double arrow (More tabs) menu

Network tab
6. Select the Export HAR… option
Export HAR option

 

Collecting Extension Service Worker Logs

When experiencing trouble with a Virtru Chrome extension, additional logs may be requested. This applies to: 

  • Virtru Email Protection Extension (Gmail and Vault)
  • Virtru for Drive Extension

Note: This may not be available for all users, such as those who have had the extension force installed.

1. Navigate to the extensions page in Chrome (chrome://extensions/) and enable Developer mode

Developer mode toggle

2. If available, select the service worker. This will open DevTools in a new window

service worker option

3. In the window that opens, select the Console tab

Console tab

4. Reproduce the issue

5. Right-click within the Console, and Save as…

Save as option

6. Open the Network tab. If you don’t see it listed, check the double arrow (More tabs) menu

Network tab
7. Select the Export HAR… option
Export HAR option

Sharing the Logs

Once you have collected all relevant logs, please securely share them with the Virtru Support team. If you have an open ticket with Support, please use (or request) a Secure Share link from the Support team.

If you have not yet opened a ticket, please securely email support@virtru.com.

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