TROUBLESHOOTING
      Back to home
      1. Safetica
      2. TROUBLESHOOTING

      Safetica ONE Console issues

      This article provides a guide on how to proceed in case of issues with the OneConsole component.

      This article applies only to Safetica version 11 hosted on-premises.

      Requirements

      Safetica Maintenance Console

      • In Safetica ONE 10 – Named Safetica Management Console and available to administrators by default.

      • In unified Safetica – Renamed to Safetica Maintenance console. Available upon manual installation from here.

      Review exceptions for Safetica in your other security solutions: How to set up exceptions for Safetica Client in your antivirus

       

       

      Quick tips:

      If you are experiencing a problem with our OneConsole, the first thing we would recommend is clearing your web browser's cache as it can be one of the issue sources due to outdated information.

      1. Chrome: Clear cache & cookies - Computer - Google Account Help
      2. MS Edge:https://www.microsoft.com/en-us/edge/learning-center/how-to-manage-and-clear-your-cache-and-cookies
      3. Firefox: How to clear the Firefox cache | Firefox Help (mozilla.org)
      4. Opera: How to clear cache, cookies and other history data in browser - Blog | Opera Tips & Tricks

       

      How to proceed further:

      1. Restart the “Safetica Web Site” in the IIS which you can find in the “Sites” folder
      2. Recycle both Safetica's applications pools under the Application pools
      3. Restart the Safetica Service in the services
      4. Restart the browser.
      5. If the problem still occurs, please proceed with the log collection

       

      Logs Collection

      1. Open the Safetica Maintenance Console > Profile > Setting
      2. Click on Other Settings and change the [Logging level] to “Verbose”
      3. Click on [Finish] to save the changes
      4. Go to the web browser and find the Developer Tools – Usually F12.
      5. In the Developer Tools, go to the [Network] tab 
      6.  Reproduce the problem and download the .har file from the [Network] tab
      7.  See if there are any error prompts in the [Console] tab and take a print screen 
      8. In the Safetica Maintenance Console, go to Maintenance > Information Collection > Add collecting Task > switch to [From SMS] and collect logs.
      9. Download the logs and upload them to upload.safetica.com along with the .har file and optional print screens from the browser console.