Record Issues to Troubleshoot

To help your help desk troubleshoot issues that you encounter in the application, you can record the issue while you reproduce it.

Not only would the recording show your help desk what happened, but it also collects detailed data that your help desk can analyze. You can also attach additional notes and material, such as screenshots, to most recordings.

Record Issues on Pages Built Using Visual Builder Studio (Redwood Pages)

1. Select your user image or name in the global header and go to Troubleshooting > Record Issue.
2. Select Start.
3. After you're done with recording, select Stop.
4. Copy the recording ID or access it later from Notifications.

Record Issues on All Other Pages

1. Open the page where your issue occurred. If the issue is that a page isn't opening or displaying properly, then you can be on any page to start the recording before you try to open the problematic page again.

2. Select your user image or name in the global header and go to Troubleshooting > Record Issue. If you don't see this menu item, then contact your help desk or security administrator.

3. For most issues, choose to collect page diagnostics while you're recording. Collect performance statistics only if the issue is that the application is working too slowly.

4. If you have access to the Advanced Options section, open it and set the recording time according to your help desk's instructions or for as long as you think it will take to reproduce your issue. You can always stop the recording as soon as you're done.

5. If you're collecting page diagnostics, you can take screenshots while you record and attach them to your recording later. Take into account the time that it takes to capture screenshots when you set the recording time.

6. If your help desk asks you to enter other advanced options and you have access to the Advanced Options section, then fill out the rest of the section based on what your help desk tells you.

7. Select Start Recording to record on the current page, or on the next page that you open immediately after you select the button.

   If you open yet another page after that, then the recording will automatically stop.

8. Select Stop Recording or record until the allotted time runs out.

9. If you're collecting page diagnostics, optionally add notes and attach screenshots or other relevant files to the recording.

10. Note down your recording ID, and select Submit.

    Tip:

    You can later open the Record Issue dialog box again and select View My Recordings to find the ID and other information about this recording.