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How to capture Chrome browser logs

 

If you’re experiencing issues displaying your Arreya content in your desktop web browser, we may ask you to capture one or more Chrome browser logs. Below are a few types of logs, and how to capture them to send to us if our support team requests it.

 

Chrome Network Log

This log type will help determine if assets or hosts are being blocked from loading. This can be due to a firewall, network configuration or other upstream networking issue.

https://support.google.com/chrome/a/answer/6271171

  1. Click the 3 dots, at the top-right, to open the overflow menu.
  2. Choose ‘More tools’ > ‘Developer tools’ to bring up the console.
  3. Select the ‘Network’ tab and make sure the option ‘Preserve log’ is checked.
  4. You will see a small red circle in the top-left of the console, indicating that it is recording. If the circle is black, click on it to begin recording.
  5. Reproduce the issue. You’ll see data being collected in the console window.
  6. Click the red circle to stop recording after you see the error message.
  7. Right-click in the list of entries loaded and select ‘Save as HAR with Content’ to download the ‘.har’ output file.

 

Chrome console log

This log type can help troubleshooting assets failing to load, content loading issues, or issues accessing or using the creative studio..

  1. Click the 3 dots, at the top-right, to open the overflow menu.
  2. Choose ‘More tools’ > ‘Developer tools’ to bring up the console.
  3. Select the ‘Console’’ tab and make sure the option ‘Preserve log’ is checked.
  4. Reproduce the issue. You’ll see data being collected in the console window.
  5. Right click on any log statement in the console window, and click Save As… to save the log file to your computer.

 

browser logs

Chrome OS Log (local)

This log can capture low level hardware and network issues, critical operating system issues, and kernel crashes outside of Kiosk Mode in Chrome OS.

  1. Log in to your Chrome device.
  2. Open the Chrome browser and navigate chrome://net-internals/.
  3. Click the Chrome OS section on the left hand navigation bar.
  4. Click Store System Logs, and wait for the confirmation message that the log file has been saved.
  5. The compressed log file (.tgz) will be saved in your downloads file.


chrome browser logs

Device keeps displaying a new pairing code

Pairing codes are one-time-use codes to add a device to your account.

 

If you are having troubles pairing a device and see a new code on the screen repeatedly, here are some possible causes –

  • Unstable internet connection – A new pairing code will be generated each time the device connects.  Try a more stable connection.
  • Content Filtering or Firewall blocking – Content filters and some firewalls can interrupt communications with Arreya, preventing the pairing process from working correctly.  Make sure you have followed the advice in our firewall article – https://arreya.com/kb/allow-past-firewall/
  • Unsupported device / Configuration errors – Some devices will not store device registration properly, please contact us if you think you are experiencing this issue.  It is also possible to configure some devices to ‘forget’ the registration data on each reboot, make sure you have not changed any settings that may affect this.
  • Device can be set to erase local user data on restart – Check the device settings in the Google Admin Console.  From there, scroll down until you see “Sign-in settings” (see screenshot) and look for the section labeled “User data”.  Make sure it says “Do not erase local user data”.
    pairing code

Allowing Arreya through a Firewall or Content Filter

Arreya uses HTTPS (SSL) over port 443, along with secure websockets (WSS) on port 443.

  • There is a basic websocket test here – http://websocket.org/echo.html – You should be able to connect (use secure / TLS), send a message, and get a response.
 

Please allow the following URLs through your firewall or content filter to view and edit Arreya content.

  • *.arreya.com
  • api.arreya.com
  • yourchannel.arreya.com
  • *.filepicker.io
  • *.filestackapi.com
  • *.filestack.com
  • *.filestackcontent.com
  • cdn.filestackcontent.com

Additional information

  • Google services such as Google Slides, YouTube, and Chrome Device Management may require additional firewall configuration to function properly. Visit https://support.google.com/chrome/a/answer/6334001 for more information.
  • Other services may require additional firewall configuration.

Why is my screen blank?

A blank screen can be caused by several things.  Here are some common causes for a blank screen –

  1. No content is pushed live
    1. Go to [Content] > [Presentations]
    2. Click on the Green Edit button on your presentation OR click [+New Presentation]
    3. Add content and then [Push Live]
  2. No content is scheduled to play
    1. Go to [Schedules] and check to see that you have something scheduled
    2. If nothing is scheduled, click [+New Schedule]
    3. In the [+New Schedule] window, select a Presentation, Start time, End time, and a Name for the schedule
    4. Click [Create]
  3. Device or screen is powered off
    1. Check your display screen to make sure it is turned on
    2. Check that your signage device is powered on
      1. If a Chromebit, you will just need to remove the power cord and plug it back in, there is no external sign that it is powered on
      2. For Chromebox, Chromebox Commercial, and Chromebox Mini you will see a light on the front of the device
  4. Video cable is no longer connected
    1. Double check that the video cable is plugged into your digital signage device
    2. Double check that the video cable is plugged into your display device

What should I do if my device is showing “offline” in the dashboard?

An offline device is typically caused by an internet connection issue.

Offline Device

Here are some troubleshooting steps to determine the cause –

  1. Verify there are no internet outages or security changes that may affect your device
  2. In the “Device” section of the manager app, press the “refresh” button next to the device
  3. Reboot the device
  4. Reboot the device, and at the Arreya loading screen, press “Connection Test”.  If any of the tests fail please contact support@arreya.com