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Bug Reporting Guide

Help Us Investigate a Checkout Issue

Thank you for taking the time to help us! We’ve identified a rare issue where checkout can occasionally become stuck after clicking Pay Now. Because this only happens in certain situations and on certain devices, it can be difficult to diagnose without seeing what’s happening in the browser. 

The instructions below will help you capture a Browser Network Trace (HAR) and a Console Log (.log) file. This allows our engineering team to see what happens behind the scenes at the moment the issue occurs.

Your privacy is important to us:

  • We cannot see your credit card number or payment details
  • The trace only includes technical network requests from your browser
  • You can stop at any time

If any part of this feels confusing or uncomfortable, that’s completely okay. Our support team can walk you through these steps live or place your order for you instead.

As a thank-you for your time, we’ll apply a 10% discount to your order. Participation is completely optional.

Select Your Browser to Get Started:

Microsoft Edge

Capture a browser trace in Microsoft Edge

The following steps show how to use the developer tools in Microsoft Edge to capture a browser trace.

  1. On the Sylvane website, navigate to the step prior to where the issue occurs. If we are testing a bug with the Pay Now button, then take all steps leading up to the point where you are ready to press that button, then continue to the next steps below.

  2. Press F12 to launch Microsoft Edge DevTools. You can also launch the tools from the toolbar menu under More tools > Developer tools.

  3. By default, the browser keeps trace information only for the page that's currently loaded. Set the following options so the browser keeps all trace information, even if your reproduction steps require going to more than one page.

    1. Select the Console tab, select Console settings, then select Preserve Log.

      Screenshot that highlights the Preserve log option on the Console tab in Edge.

    2. Select the Network tab. If that tab isn't visible, click the More tools (+) button and select Network. Then, from the Network tab, select Preserve log.

      Screenshot that highlights the Preserve log option on the Network tab in Edge.

  4. On the Network tab, select Stop recording network log and Clear.

    Screenshot showing the Stop recording network log and Clear options on the Network tab in Edge.

  5. Select Record network log, then proceed to step 6.

    Screenshot showing how to record the network log in Edge.

  6. Now, Reproduce the Error. For example, if you are reporting an issue where you click a button and it doesn't do what you'd expect. Then go to that step in your process and click that button. Make sure to reload the page if needed so that you can replicate the steps you took to make the error occur the original time. 

  7. After you have reproduced the unexpected  behavior, select Stop recording network log again, then select Export HAR (sanitized)... and save the file. If you don't see the Export HAR icon, expand the width of your Edge developer tools window.

    Screenshot showing how to Export HAR on the Network tab in Edge.

  8. Back in the browser developer tools pane, select the Console tab. Right-click any one of the messages, then select Save as..., and save the console output to a text file.

  9. Share the HAR file and the Console .log file with Sylvane's support team by attaching and sending an email to [email protected]

Google Chrome

Capture a browser trace in Google Chrome

The following steps show how to use the developer tools in Google Chrome to capture a browser trace.

  1. On the Sylvane website, navigate to the step prior to where the issue occurs. If we are testing a bug with the Pay Now button, then take all steps leading up to the point where you are ready to press that button, then continue to the next steps below.

  2. Press F12 to launch the developer tools. You can also launch the tools from the toolbar menu under More tools > Developer tools.

  3. By default, the browser keeps trace information only for the page that's currently loaded. Set the following options so the browser keeps all trace information, even if your reproduction steps require going to more than one page:

    1. Select the Console tab, select Console settings, then select Preserve Log.

      Screenshot that highlights the Preserve log option on the Console tab in Chrome.

    2. Select the Network tab, then select Preserve log.

      Screenshot that highlights the Preserve log option on the Network tab in Chrome.

  4. On the Network tab, select Stop recording network log and Clear.

    Screenshot showing the Stop recording network log and Clear options on the Network tab in Chrome.

  5. Select Record network log, then proceed to step 6.

    Screenshot that shows how to record the network log in Chrome.

  6. Now, Reproduce the Error. For example, if you are reporting an issue where you click a button and it doesn't do what you'd expect. Then go to that step in your process and click that button. Make sure to reload the page if needed so that you can replicate the steps you took to make the error occur the original time. 

  7. After you have reproduced the unexpected behavior, select Stop recording network log, then select Export HAR (sanitized)... and save the file.

    Screenshot that shows how to export a HAR file on the Network tab in Chrome.

  8. Back in the browser developer tools pane, select the Console tab. Right-click any one of the messages, then select Save as..., and save the console output to a text file.

  9. Share the HAR file and the Console .log file with Sylvane's support team by attaching and sending an email to [email protected]

Safari (Mac)

Capture a browser trace in Safari

The following steps show how to use the developer tools in Apple Safari on Mac.

  1. Enable the developer tools in Safari:

    1. Select Safari, then select Preferences.

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

      Screenshot of the Safari Advanced Preferences options.

  2. On the Sylvane website, navigate to the step prior to where the issue occurs. If we are testing a bug with the Pay Now button, then take all steps leading up to the point where you are ready to press that button, then continue to the next steps below.

  3. Select Develop, then select Show Web Inspector.

    Screenshot of the Show Web Inspector option on the Safari Develop menu.

  4. By default, the browser keeps trace information only for the page that's currently loaded. Set the following options so the browser keeps all trace information, even if your reproduction steps require going to more than one page:

    1. Select the Console tab, then select Preserve Log.

      Screenshot of the Preserve Log option in the Console tab on Safari.

    2. Select the Network tab, then select Preserve Log.

      Screenshot of the Preserve Log option in the Network tab on Safari.

  5. On the Network tab, select Clear Network Items.

    Screenshot of the Clear Network Items option in the Network tab on Safari.

  6. Now, Reproduce the Error. For example, if you are reporting an issue where you click a button and it doesn't do what you'd expect. Then go to that step in your process and click that button. Make sure to reload the page if needed so that you can replicate the steps you took to make the error occur the original time. 

  7. After you have reproduced the unexpected behavior, select Export and save the file.

    Screenshot of the Export command in the Network tab on Safari.

  8. Back in the browser developer tools pane, select the Console tab, and expand the window. Place your cursor at the start of the console output then drag and select the entire contents of the output. Use Command-C to copy the output and save it to a text file.

  9. Share the HAR file and the Console .log file with Sylvane's support team by attaching and sending an email to [email protected]
Firefox

Capture a browser trace in Firefox

The following steps show how to use the developer tools in Firefox.

  1. On the Sylvane website, navigate to the step prior to where the issue occurs. If we are testing a bug with the Pay Now button, then take all steps leading up to the point where you are ready to press that button, then continue to the next steps below.

  2. Press F12 to launch the developer tools. You can also launch the tools from the toolbar menu under More tools > Web developer tools.

  3. By default, the browser keeps trace information only for the page that's currently loaded. Set the following options so the browser keeps all trace information, even if your repro steps require going to more than one page:

    1. Select the Console tab, select the Settings icon, and then select Persist Logs.

      Screenshot of the Console setting for Persist Logs in Firefox

    2. Select the Network tab, select the Settings icon, and then select Persist Logs.

      Screenshot of the Network setting for Persist Logs in Firefox.

  4. On the Network tab, select Clear.

    Screenshot of the Clear option on the Network tab in Firefox.

  5. Now, Reproduce the Error. For example, if you are reporting an issue where you click a button and it doesn't do what you'd expect. Then go to that step in your process and click that button. Make sure to reload the page if needed so that you can replicate the steps you took to make the error occur the original time. 

  6. After you have reproduced the unexpected behavior, select Save All As HAR.

    Screenshot of the Save All As HAR command on the Network tab in Firefox.

  7. Back in the browser developer tools pane, select the Console tab. Right-click one of the messages, then select Save All Messages to File, and save the console output to a text file.

  8. Share the HAR file and the Console .log file with Sylvane's support team by attaching and sending an email to [email protected]

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