Guidelines for Collecting Diagnostic Details to Validate Reported Issues

This article provides the necessary guidelines for collecting diagnostic information to validate issues related to performance delays, data retrieval problems, and data mismatches.
These details will help the support team efficiently analyze, reproduce, and resolve the reported issues.

1. Collect Diagnostic Logs

• Download the diagnostic logs from the Bold BI server
• Ensure the logs are collected after reproducing the issue
• Share the downloaded logs with the support team.
• These logs will help the team analyze and identify the root cause of the issue more effectively.

2. Check Browser Console Errors

• Open the browser Developer Tools- Navigate to the Console tab
  
  
• Verify if any errors are displayed. Please refer to this document to check the console errors.
• If errors are found, kindly share the error details with the support team

3. Verify Issue Scope

• Confirm whether the issue occurs:
• Only in a specific resource (e.g., a particular dashboard, widget, data source, or schedule), or
• Across multiple resources
• Test by creating a new resource (such as a new dashboard, widget, data source, or schedule) and check if the issue can be reproduced.
• This helps identify whether the issue is related to a specific configuration or is a broader system-level problem.

4. Collect HAR File

• Reproduce the issue while recording the network activity
• Download and share the HAR file with the support team.
• This helps in analyzing request/response behavior

5. Enable Query Metrics (For Performance Issues)

• Enable Query Metrics
• Reproduce the performance issue
• Download the HAR file and share it.This helps identify which query is taking more time

6.  Share Sample Data

• Provide sample data in CSV format
• This will help the team reproduce the issue and identify the root cause more effectively.

7. Provide Test User Access

• Create a test user account in your environment.
• Grant read and write access to the affected dashboard.
  
  
  
  Share the credentials with the support team

Conclusion

Providing the above details will help the support team analyze, reproduce, and resolve the issue quickly and efficiently.