Guidelines while providing support:
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Overview
Extension bugs are more difficult to troubleshoot comparing to the web app (aka dashboard). This is due to the fact that the extension is running in a “foreign” playground - the user’s environment - while the web app is running in its own playground
We may not be able to reproduce scenarios in an accurate fashion because the users often work in their secure environment, which may not be available to us
The extension lives in 3 different “zones”:
Popup - appears when clicking on the extension icon
Content - the metrics overlay and the manual test widget
Service worker (Background) - the data flowing between the extension and SL BE
The content lives inside the host page, meaning it can impact anything inside the page (and conversely, the page can affect the extension’s appearance and behavior)
The extension communicates with our BE only thru the service worker (background)
Identify the installed version
Find it in the extensions page (chrome://extensions/). Below it shows that version 1.411.0 7 is installed
You can also check the installed version when clicking on the extension icon from the browser’s toolbar:
Capture the console of the extension’s background page. To open the extension’s background page the user should switch on Developer mode in the extensions page
Verify that the latest extension version is installed
Open the windows where the extension related data is visible
Open the browser’s Developer Tools of the page hosting the extension. It is either
The SCM page where the extension shows metrics overlay (e.g. Pull Request)
The page where the user is running a manual test
In the extensions page (chrome://extensions/) switch on Developer mode (located in the top right corner of the page), and then
click the background page service worker link found in the extension box:
Once the user clicks the background page link, capture its console in case there are error messages that may be helpful during investigation. An example of the page console with some error messages:
It may be also helpful to copy request/response pairs from the Network tab, especially from the XHR list as illustrated here:
Collect helpful data
The Console tab of the host page Developer Tools may contain helpful data. Especially when there is an error
The Network tab of the service worker.Select the Fetch/XHR list as illustrated below
Right clicking on any request in the list will show the following menus menu where the user can copy anything related to the selected request and send it to us for further investigation:
. Provide us with the content of both options Copy link address and Copy response.
