Diagnose Portal for Desktop

Jason He Updated by Jason He

This article explain ways to diagnose issues for desktop portal, information gathered through the process is also great to help out any support ticket you create. It can help us resolve your issue faster.

About Desktop Portal

Desktop portal is electron app. It is essentially a Chromium browser with web portal inside. Currently, at the time I write this article, our electron version is very old. So, some of issue encounter on desktop might not exist on web version.

User Information

When issue arise for desktop, first we should aware of who actually loggged in. Many time, single email could associated with multiple user.

This can only be performed in desktop portal that already had user logged in.

Open the desktop portal and press Ctrl + Shift + O (windows), or Cmd + Shift + O (Mac). You should be able to see diagnostic page of portal.

For web portal, this page can be found at: https://{sub-domain}.deskdirector.com/portal/v2/diagnostic

From this view, you can see the user is on ID of 11612. When you go to same user inside admin console, you can check the URL of the user page. Is the ID same?

For example, below is admin console's contact profile page, it has same email as the image above, but they are different contact. The ID of the link below is 9712, where the ID of above is 11612.

Other userful information are:

  • Permissions
  • Company that's belong to
  • Any feature been enabled, disabled
  • Portal version
  • Portal's release time

Development Console

It also known as DevTools on Firefox or Developer Tools on Chromium.

You can press Ctrl + Shift + I or Cmd + Shift + I.

What you will see is following image.

You can click on Dock side to open that panel to a new window. That way, you have bigger view.

A. Console Panel

Inside Console Panel, you can see logs of application. If there is any error from web portal, it shold appear there.

You can also expand the error, to get more detail. Such as warning message below. Error message should display in red.

B. Network Panel

Network panel should be empty when you open the development console. Any HTTP request been initialized after you openned development console, it should display there.

You can navigate to other page then back to check all the request happening on the problematic page. You can also reload the portal, by going to View => Reload. Or press Ctrl + R.

For any error request, you should screenshot Headers View. By click on error request. Such as following.

You should also copy over the value from response tab. So support or developer can review the response from server. It is important to copy over as text, not image for response.

Portal Version

Portal Desktop version, you can find at Help.

User Sessions

The cookie under the Application tab contains the information for the current user session.

Authentication

To diagnose single sign on through active directory, you can check on article Diagnosing login problems using the new DDGetSID CLI tool

How did we do?

Change Ticket Status when Customer Adds Note

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