Required Data: Rendering Problems or Loading Issues

Issue

  • Your web browser is not displaying certain page as expected
  • Your web browser is showing a blank page when navigating in Jenkins

Environment

Required Data for Upgrading a Jenkins Instance

This article describes how to collect the minimum required information for Rendering Problems or Loading Issues.

If the required data is bigger than 20 MB you will not be able to use ZenDesk to upload all the information. In this case we would like to encourage you to use our upload service in order to attach all the required information.

There’s no straightforward resolution for this kind of problems. First step is to try to use a more recent web browser. If it doesn’t help, you should open a support ticket.

In order to help CloudBees to understand what’s happening on your Jenkins instance, you should collect some data. Please use either Chrome or Firefox to run this procedure, these browsers include the required tools to help us.

  1. Take a screen shot of the web browser window, including its URL field by pressing Alt-Print screen
  2. Record the HTTP session and Javascript console content of your Web browser

If your use Chrome:

  1. Open the Developer Tools by pressing F12
  2. Click on the Network tab
  3. Ensure recording is enabled (round button at the top left of the Network tab should be red)
  4. Activate Preserve log checkbox
  5. Click the Clean button (second button at the top left of the Network tab)
  6. Access the failing Jenkins page or reload it by pressing F5
  7. Save the capture by right-clicking on the grid and choosing “Save as HAR with Content
  8. Click on the Console tab
  9. Take a screen shot of the browser window by pressing Alt-Print screen

If you use Firefox:

  1. Ensure you have Firebug and NetExport extension installed (restart Firefox if you just installed them)
  2. Open Firebug by pressing F12
  3. Click on the Console tab and enable Console
  4. Click on the Net tab and enable Net capture
  5. Click the Clear and Persist button
  6. Access the failing Jenkins page
  7. Save the capture by clicking Export button and “Save as…
  8. Click on the Console tab
  9. Take a screen shot of the browser window by pressing Alt-Print screen

Attach all collected data to the support ticket.

Appendix: HAR file

HAR file stands for HTTP ARchive and is produced by HTTP tracking tools. It contains a log of HTTP client/server conversation and is very useful for an additional / off-line analysis.

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1 Comments

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    Arnaud Heritier

    And if the issue happens with IE, how could we do the same ?

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