---
title: "Troubleshooting"
canonical: "https://support.55degrees.se/space/SP/3598155780/Troubleshooting"
format: markdown
---
> Macro (refined-tabs)
> 
> > Macro (refined-tab)
> 
> ### Having **Technical Issues** or Suspecting a **Bug**? 🐛 
> 
> Before you reach out to Support, here are some things you can try that could resolve the issue.
> 
> #### General Tips
> 
> - Make sure you have the **most recent version of the app** ActionableAgile® Analytics
> - Try a **different **browser or **incognito** window
> - Clear the** in‑app cache** from the settings in ActionableAgile® Analytics
> - Make sure **third‑party cookies** and **local storage** are allowed
> - **Permissions, **in Jira or Azure, check that:
>   - You can access the **board, filter, or project** you’re trying to load.
>   - You have **permission** to see the work items (no restricted projects, boards, or queries).
> 
> #### Workarounds
> 
> ##### Frozen, Blank Screen
> 
> **If you see a spinning loader or white screen:**
> 
> - Click inside the white area and press **ESC** a few times to exit the stuck state.[example data]
> - Jira Cloud **→** open the **Settings **cogwheel:
>   - Set auto‑load to [example data] instead of [last laoded data set].
>   - Then manually load a data set again.
> 
> **Try creating a new data set instead of loading an existing one:**
> 
> - If new data sets work but old ones don’t, the previous data set or its source (board/filter/project/query) may have been changed or deleted.
> 
> **If you’re using Jira Gadgets or Dashboards and only they are blank:**
> 
> - Remove the gadget and **add it again**.
> - Confirm the **underlying data set / view still exists** and that you have permission to it.  
> Read more: [https://support.55degrees.se/space/SP/3925246093/Jira+Dashboard+Gadgets](https://support.55degrees.se/space/SP/3925246093/Jira+Dashboard+Gadgets)
> 
> > ℹ️ If none of these help, we welcome you to reach out to us in Support.
> 
> 
> > Macro (refined-tab)
> 
> ### Creating a ***Good*** Support Ticket
> 
> To help us get to the bottom of your issue as fast as possible, please provide the following in your support request:
> 
> - A** clear description** of the problem:
>   - What you are doing? What was the expected outcome? What actually happened?
>   - How many users are experiencing it?
>   - What version of the app are you running?
>   - When did this issue begin?
> - **How** did you l**oad your data**? (Jira Board, Filter, Project? Azure Team, Query or Board? Standalone Board Loader? CSV, Excel, JSON? etc.).
> - **Full screenshots** of your *entire* browser window including URL Bar, ActionableAgile® Analytics Header & Footer, and Workflow Controls.
> - **Screenshots **of any** errors **in your** Browser Console**
>   - Take a full screenshot of any **red errors** in the browser console.
>   - Follow this guide to help you find your browser console: [https://support.55degrees.se/space/SP/3598155780/Troubleshooting](https://support.55degrees.se/space/SP/3598155780/Troubleshooting)
> 
> 
> > Macro (refined-tab)
> 
> When troubleshooting complex issues, it is sometimes necessary for our customer service team to obtain additional information about the network requests that are generated in your browser while an issue occurs. A customer service team member may request that you record a HAR file, or a log of network requests, while that issue is occurring and then provide that to them for further analysis.
> 
> > ℹ️ **Note:** Keep in mind that HAR files contain sensitive data, including content of the pages you downloaded while recording and your cookies. This allows anyone with the HAR file to impersonate your account and all the information that you submitted while recording (personal details, passwords, credit card numbers, etc.). However, we are bound by confidentiality clauses in our product terms so your data is safe.
> 
> Below are instructions about how you can easily generate a HAR file using different browsers.
> 
> #### Chrome
> 
> ![Recording HAR-loading dataset.mov](media://1cb7d17c-abd9-4c00-a5d7-22a7862c6ef0)
> 
> 1. Open Google Chrome and go to the page where the issue is occurring.
> 2. Right click anywhere on the page and select **Inspect.**
> 3. From the panel opened, select the **Network **tab.
> 4. Make sure the Preserve log is checked.
> 5. Click the Clear button to clear out any existing logs (if any).
> 6. **Record button:** in the upper left corner of the tab there is a round button.  
> If it’s red - it’s recording.  
> If it is grey, click it once to start recording.
> 7. Reproduce the issue that you were experiencing before, while the network requests are being recorded.
> 8. Once you have reproduced the issue, you can click the record button to stop the recording.
> 9. Export the HAR file by clicking the download icon and save it with a suitable name.
> 10. Send us the file via your support ticket.
> 
> 
> ### Safari
> 
> Before generating the HAR file, make sure you can see the **Develop** menu in Safari. If it is not there, follow the instructions under <u>[Use the developer tools in the Develop menu in Safari on Mac](https://support.apple.com/en-ie/guide/safari/use-the-developer-tools-in-the-develop-menu-sfri20948/mac)</u>.
> 
> ![Recording HAR-Safari.mov](media://7976ac23-a477-438c-a5d3-13fc19b07599)
> 
> 1. Open Safari and go to the page where the issue is occurring.
> 2. Right click anywhere on the page and select **Inspect element.**
> 3. Select the **Network **tab.
> 4. (If the Export button is disabled, refresh the page.)
> 5. Click the Clear button to clear out any existing logs.
> 6. Reproduce the issue that you were experiencing before, while the network requests are being recorded. In the video I load a saved dataset.
> 7. Download the HAR file by clicking the Export button and save it with a suitable name.
> 8. Send us the file via your support ticket.
> 
>  
> 
> #### Microsoft Edge
> 
> ![Recording HAR-Edge.mov](media://b505700b-0df6-4894-8d41-dbe62ba3bc66)
> 
> 1. Open Microsoft Edge and go to the page where the issue is occurring.
> 2. Right click anywhere on the page and select **Inspect**
> 3. Select the **Network** tab
> 4. Make sure **Preserve log** is ticked.
> 5. Click the Clear button to clear out any existing logs.
> 6. **Record button:** in the upper left corner of the tab there is a round button.  
> If it’s red - it’s recording.  
> If it is grey, click it once to start recording.
> 7. Reproduce the issue that you were experiencing before.   
> In the video recording above I am loading a saved dataset.
> 8. Once you have reproduced the issue, you can click the record button to stop the recording.
> 9. Export the HAR file by clicking the download icon and save it with a suitable name.
> 10. Send us the file via your support ticket.
> 
> 
> #### Firefox
> 
> ![Recording HAR-Firefox.mov](media://11460750-f0eb-441f-80e7-f9809e03c3a6)
> 
> 1. Open Firefox and go to the page where you are experiencing trouble.
> 2. Right click anywhere on the page and select **Inspect.**
> 3. Select the **Network **tab.
> 4. The recording starts automatically when you start performing actions in the browser.
> 5. Click the cogwheel all the way to the right and make sure the Preserve log is checked.
> 6. Click the Bin button (left side) to clear out any existing logs.
> 7. Reproduce the issue that you were experiencing before, while the network requests are being recorded.
> 8. Once you have reproduced the issue, click the cogwheel again and select **Save all as HAR**.
> 9. Save the HAR file somewhere convenient and give it a suitable name.
> 10. Send us the file via your support ticket.
> 
> 
> #### Internet Explorer
> 
> > ℹ️ We do not support Internet Explorer.
> 
> 1. Open Internet Explorer and go to the page where the issue is occurring.
> 2. Press **F12** on your keyboard(or click the gear icon > F12 Developer Tools)
> 3. Click the **Network** tab.
> 4. Reproduce the issue that you were experiencing before, while the network requests are being recorded.
> 5. Once done click the **Save** button.
> 6. Give the trace a filename and click the Save button which will save it as a .**har file** or .xml **file**.
> 7. Upload your HAR file to your ticket or attach it to your email so that we may analyze it.
> 
> 
> > Macro (refined-tab)
> 
> Issues can sometimes be tricky to troubleshoot or even explain. One thing that can help us (and you) figure out what's going on is your browser's developer (or Javascript) console.
> 
> Here is how to find it on most modern browsers.
> 
> #### Google Chrome
> 
> Shortcut:
> 
> - Windows/Linux: **ctrl + Shift + J**
> - MacOS: **cmd + Option + J**
> 
> 1. Open Google Chrome and go to the page where the issue is occurring.
> 2. Right click anywhere on the page and select **Inspect.**
> 3. From the panel opened, select the **Console **tab.
> 4. Right click anywhere in the console output and select "Save as...".   
> Choose a location to save the file and select "Save".
> 5. Send us the file via your support ticket.
> 
> ![console-logs-chrome.mov](media://af72ca20-eb20-448c-bc8a-34574929936d)
> 
> 
> #### Apple Safari
> 
> Shortcut: **Option + cmd + C**
> 
> 1. Open Safari and go to the page where the issue is occurring.
> 2. Right click anywhere on the page and select **Inspect element.**
> 3. Select the **Console **tab.
> 4. Select all by pressing ‘cmd + a’.
> 5. Right click anywhere in the console output and select "Save Selected".
> 6. Send us the file via your support ticket.
> 
> ![Consolelogs-Safari.mov](media://6d8db514-c928-480c-bff4-6cf3e8131ea0)
> 
> 
> #### Microsoft Edge
> 
> Shortcut: **Option + cmd + i**
> 
> 1. Open Edge and go to the page where the issue is occurring.
> 2. Right click anywhere on the page and select **Inspect.**
> 3. Select the **Console **tab.
> 4. Right click anywhere in the console output and select "Save as...".   
> Choose a location to save the file and select "Save".
> 5. Send us the file via your support ticket.
> 
> ![Consolelogs-Edge.mov](media://8319b9e4-ed6d-4fde-8631-72b678b80a42)
> 
> 
> #### Mozilla Firefox
> 
> Shortcut: **Option + cmd + J**
> 
> 1. Open Firefox and go to the page where the issue is occurring.
> 2. Right click anywhere on the page and select **Inspect element.**
> 3. Select the **Console **tab.
> 4. Right click anywhere in the console output and select "Save all messages to file".   
> Choose a location to save the file and select "Save".
> 5. Send us the file via your support ticket.
> 
> ![Consolelogs-Firefox.mov](media://f093c21f-4dae-43dd-814f-febbfa9f58db)
> 
> 
> #### Internet Explorer
> 
> > ℹ️ We do not support Internet Explorer.
> 
> To open the developer console in Internet Explorer, click on the **Gear Menu** in the upper-right-hand corner of the browser window and select **F12 Developer Tools**. You can also press **F12** to open it.
> 
> The console will either open up within your existing Internet Explorer window, or in a new window. You may have to select the Console tab.