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      Safetica 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 hosted on-premises.

      In this article, you will learn more about:

       

      Requirements

      1. Safetica Maintenance Console

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

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

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

       

      Step 1: Clear web browser's cache

      If you are experiencing a problem with the new Safetica console, the first thing we recommend is clearing your web browser's cache, as it may 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

       

      Step 2: 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 Application pools.
      3. Restart Safetica Service in Services.
      4. Restart the browser.
      5. If the problem still occurs, proceed with Step 3: Collect logs below.

       

      Step 3: Collect logs

      1. Open Safetica Maintenance Console > Profile > Setting.
      2. Open Other settings and change the Logging level to Verbose.
      3. Click 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 issue and download the .har file from the Network tab.
      7.  See if there are any error prompts in the Console tab and take a screenshot. 

      ✍️The process of troubleshooting browser-based issues (opening developer tools, collecting both network and console logs) is described in more detail here. 

        8.  In Safetica Maintenance Console, go to Maintenance > Information collection > Add collecting task.

        9.  For Collecting type, select From SMS and click Finish.

       10. Download the logs and upload them to upload.safetica.com along with the .har file and optional print screens from the browser console.