Recording Configuration Troubleshooting Guide

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This type of error requires an evaluation from a support technician. In order for this issue to be resolved promptly, additional information is required. The following steps will collect that information. Please do not skip any steps, even if they are redundant from previous stages of the troubleshooting guide, as these will provide valuable diagnostic information.

  1. Open the Diagnostics preferences by selecting the Window->Preferences->Web Performance->Diagnostics menu item.
  2. Copy and Paste the following lines into the text area: 
    
	com.webperfcenter.util.Debug._debug_show_time
	com.webperformanceinc.net.http.proxy.AutoProxyCalculator._debug_autoconfig_trap
	com.webperformanceinc.net.http.proxy.AutoProxyCalculator._debug_lookup
	com.webperformanceinc.net.io.BaseChannelHandler._debug_progress
	com.webperformanceinc.net.http.io.BrowserConnectionHandler._debug_progress
	com.webperformanceinc.net.http.io.BrowserConnectionHandler._debug_show_response
	com.webperformanceinc.net.http.io.ServerConnectionHandler._debug_progress
	com.webperformanceinc.net.http.io.ServerConnectionHandler._debug_show_response
  3. Press the Activate button
  4. Select the Proxies preferences page
  5. Press the Auto Detect button.
  6. Locate and select the option in the list with the same name as the Web Browser that will be used during recording, eg: "Default (Internet Explorer)". With that value selected, press the Make Default button.
  7. Press the OK button to exit the preferences configuration.
  8. Start the Recording Configuration Wizard by selecting the Record->Recording Configuration wizard... menu item
  9. Enter the URL you wish to test, and continue to step through the wizard as prompted.
  10. If the wizard is not successful, you may press the Cancel button and skip the next step.
  11. If the wizard is successful, press the Record button and then follow the procedure to record your site up until the first error is encountered.

Once these steps have been carried out, diagnostic logs with sufficient preliminary information about the error should have been generated. The Support Request page will guide you through submitting the support request. When prompted, please be sure to select the option to "Attach diagnostic logs" if stepping through the Support Request Wizard. The option to "Attach system configuration summary" would also be preferred, as it adds further information about your current web browser and network configuration.

If the Support Request is being submitted manually, please note the instructions on the Support Request page in order to copy and submit the diagnostic logs.

It may also be useful for the support technicians to know if this is a new installation of the software or if this error appeared after an upgrade. Please note this information in the issue description.

For the fastest response, please also note the steps that have been taken while working through the troubleshooting guide. You may indicate what steps have been successfull, or you may copy and paste the following history into the description of your issue.