Send diagnostics to Microsoft

Applies to: Partner Center | Partner Center for Microsoft Cloud for US Government

Appropriate roles: All partners interested in Partner Center

If an error occurs while you're working in Partner Center, you might be prompted to gather error log information and send it to Microsoft. Submitting error logs helps to speed up the resolution of any issues that might have occurred.

To open the client diagnostic tool when prompted, use the following steps:

1. Select Collect more information from the link that drops down from the top of the page.

   This tool gathers information that the Partner Support team needs to determine the cause of the error.

2. At the bottom of the diagnostics output (you might have to scroll down), save the report to your local machine.

   

3. After you save the report to your local machine, open it and review the information in the file.

   The report might contain personal information that you might want to remove before sending to Microsoft.

   Depending on your browser, you might see an empty Page View section at the bottom of the Preview page. This is OK.

4. Attach the report file to your support request.

   This option is available on Step 1 of creating a support request, under Additional details.

   

   You can also add the diagnostics file to an existing support ticket.

Note

The support team might ask you to collect diagnostics several times so they can get the most up-to-date information.

Record issue details with an HAR file

To help agents to troubleshoot your issue, consider attaching an HTTP Archive (HAR) file to your support ticket. HAR files are logs of network requests in a web browser.

Warning

HAR files might contain sensitive data about your Partner Center account.

Using Microsoft Edge and Google Chrome

The following steps show how to use the developer tools to generate a HAR file using Microsoft Edge or Google Chrome. For more information, see Microsoft Edge DevTools or Chrome DevTools.

1. Go to the web page where you're experiencing the issue.

2. In the top right corner of the window, select the ellipsis ("...") icon, then More tools > Developer tools. You can press F12 as a shortcut.

3. In the Developer tools pane, select the Network tab.

4. Select Stop recording network log and Clear to remove existing logs. The Record icon will turn grey.

   

5. Select Record network log to start recording. (When recording starts, the Record icon turns red.)

   

6. Reproduce the issue that you want to troubleshoot.

7. After you've reproduced the issue, select Stop recording network log.

8. Select Export HAR (which is marked with a downward-facing arrow icon) and save the file.

   

9. Attach the HAR file to your support request.

Using Mozilla Firefox

The following steps show how to use the developer tools in Mozilla Firefox to generate a HAR file. For more information, see Firefox Developer Tools.

1. Go to the web page where you're experiencing the issue.

2. Press F12 to launch the developer tools.

3. Select the Network tab, then select Clear to remove existing logs.

   

4. Reproduce the issue you want to troubleshoot.

5. After you've reproduced the issue, select Save All As HAR.

   

6. Attach the HAR file to your support request.

Using Apple Safari

The following steps show how to use the developer tools in Apple Safari to generate a HAR file. For more information, see Safari Developer Tools overview.

1. Select Safari > Preferences to enable the developer tools in Safari.

2. Go to the Advanced tab, then select Show Develop menu in menu bar.

3. Go to the web page where you're experiencing the issue.

4. Select Develop, then select Show Web Inspector.

5. Select the Network tab, then select Clear Network Items to remove existing logs.

   

6. Reproduce the issue that you want to troubleshoot.

7. After you've reproduced the issue, select Export and save the file.

   

8. Attach the HAR file to your support request.

Next steps

• Get help and contact support