ARTIFACTORY: Initial Data Collection for Troubleshooting UI Behavior

ARTIFACTORY: Initial Data Collection for Troubleshooting UI Behavior
Products
Frog_Artifactory
Content Type
Administration_Platform
AuthorFullName__c
Jeremy Leopold
articleNumber
000006527
FirstPublishedDate
2025-07-17T11:02:52Z
lastModifiedDate
2025-07-17
VersionNumber
2
Introduction

When investigating unexpected behavior within the JFrog Platform UI – which may include a blank page, slow performance, missing functions, or challenges with UI-triggered actions – collecting comprehensive information is key. This initial data collection helps you to quickly diagnose and potentially resolve issues, and also provides crucial data if you need to open a support ticket.

Initial Browser Troubleshooting

Before collecting logs, try these common browser-related steps, as they often resolve UI issues caused by caching or conflicts:
  • Clear Browser Cache and Hard Reload:
    • Chrome: Open the page. Right-click, select "Inspect," go to the "Network" tab. Right-click on the "Reload" button (next to the address bar) and choose "Empty Cache and Hard Reload."
    • Firefox: Open the page. Press Ctrl + Shift + R (or Cmd + Shift + R on macOS).
  • Try an Incognito/Private Window: Open the problematic URL in an incognito (Chrome) or private (Firefox) Browse window. This ensures no extensions or cached data interfere.
  • Test in a Different Browser: If the issue persists, try accessing the UI in another browser (e.g., Edge, Firefox if you were using Chrome, or vice-versa) to rule out browser-specific problems.

Gathering Key Diagnostic Information

If the behavior continues after initial browser troubleshooting, please gather the following details. This information is vital for deeper investigation, whether you're troubleshooting independently or preparing to open a support ticket.
  • Capture a HAR (HTTP Archive) File:
    • A HAR file provides a detailed browser-side record of network requests, responses, and timings. You can refer to this article for guidance on generating a HAR file. 
    • Generate a HAR file while reproducing the exact UI behavior. If the behavior is tied to a specific action (like a support bundle generation failure), capture the HAR during that process.
  • Enable Frontend Loggers:
    • Activating specific frontend loggers in your Artifactory system.yaml can provide granular insights into UI operations and client-side errors.
    • Follow the instructions in our article How to add the debug loggers to enable these loggers. Reproduce the behavior after enabling them to capture relevant logs.
    • Caveat: Debug-level logging can be highly verbose and may impact system performance. It's recommended to disable or remove these loggers once troubleshooting is complete.
  • Generate a Support Bundle:
    • After reproducing the behavior (and ensuring frontend loggers were active), navigate to Admin Tab -> Support Zone -> + Create New Support Bundle in the UI to generate the bundle. If this action itself is failing in the UI, please describe that in your report.
    • Alternatively, refer to How to generate and download an Artifactory Support Bundle with Rest API. In case the REST API doesn’t work, you may archive the entire log and etc directory (both located under $JFROG_HOME/artifactory/var/ ) and share them with us. 
      Provide the timezone and a timestamp of the reproduction.
  • Upload/Share Files:
    • If applicable, you can share the collected files (HAR, Support Bundle, etc.) as attachments directly to your support tickets or upload them to our SaaS instance via the following REST API: 
      curl -i -T <filename.ext> "https://supportlogs.jfrog.com/logs/<case number>/"

      *Replace <filename.ext> with your file name. No username/password is required.
    • If there are any challenges with the above, you may refer to the following resources:

Additional UI Considerations