Troubleshooting Network Issues using Browser Developer Tools

When troubleshooting a persistent network issue, you may need to gather information using browser developer tools to share with the DreamBox Customer Support Team. If you have been asked to do this, follow the directions below to gather information on the browser your students use to play DreamBox products.

Chrome Step-by-Step Guide

1. Open Google Chrome and go to the login page. (This might be your school portal, or SSO solution like Clever, or a school URL on play.dreambox.com)
2. Click on the three vertical dots on the top right corner of the browser. 
3. Find the "More Tools" tab and click Developer Tools
4. Click on the Network Tab. From here, we need to setup a few things.
   1. Make sure the recording button is red. If it's black, click on it to make it red. 
   2. Make sure the "preserve log" checkbox is checked.
5. Attempt to reproduce the issue.
6. Once you have reproduced the issue, right-click anywhere on the list grid of network requests, select Save as HAR with Content.
7. Follow the ShareFile link provided at the bottom of this page to upload your HAR file(s) to DreamBox support. Name your file "YEAR-MONTH-DAY-SCHOOLNAME-TIME"

 

Firefox Step-by-Step Guide

1. Open Mozilla Firefox and go to the login page. (This might be your school portal, or SSO solution like Clever, or a school URL on play.dreambox.com)
2. Click on the three lines stacked on each other on the top right corner of the browser, and then click More Tools.
3. Click on Web Developer Tools, and then click on Network. Make sure these two settings are set:
   1. The "persist logs" checkbox is checked.
   2. The throttling is set to "No throttling".
4. Attempt to reproduce the issue.
5. Once you have reproduced the issue, right-click anywhere on the list grid of network requests, select Save as HAR with Content.
6. Follow the ShareFile link provided at the bottom of this page to upload your HAR file(s) to DreamBox support. Name your file "YEAR-MONTH-DAY-SCHOOLNAME-TIME"

How do I send the file to DreamBox?

Do not email the file. Reach out to the DreamBox Customer Support Team so they can set up a secure way for you to send the file. 

Updated August 26, 2024 17:52