Difficulty Accessing One or More Axiad Portals

Issue

You cannot access one or more Axiad portals.

Action to Take

As an End User, you can generate a HAR file to capture background data. Once you've captured and downloaded the file, send it to your Axiad Operator for further troubleshooting. Operators can troubleshoot on their own, and/or send the HAR file to Axiad Support for additional help.

To Generate a HAR File

1. To reduce "noise" in the file you're about to generate, close all browser tabs except one.
2. Sign into the Axiad portal where you're having an issue. 
3. Perform the steps up until the issue presents.
4. Before performing the problematic action, open the developer console.

   • Chrome: Click View > Developers > Developer Tools.
   • Edge: Click Tools > Developer > Developer Tools.
     
5. At the top of the developer console, click Network.
6. In the toolbar, check the Preserve log option.
7. In the toolbar, ensure the recording indicator is red (on).
   
8. Back in the browser, attempt to complete the problematic action.
9. Once the operation fails, click the recording indicator to stop the recording.
10. In the developer console toolbar, click the Download icon and save the file.
    
11. Sanitize the HAR file.

    Once the HAR file is captured, you must inspect it with a text editor (such as Notepad, Notepad ++, or Sublime Text) and remove all sensitive information:

    1. Navigate to the downloaded HAR file on your machine.
    2. Right-click the file and select Open With > {text editor}.
    3. Use the text editor's Find and Replace tools to identify and replace all sensitive information captured in the HAR file.
       NOTES

       • Sensitive information can include usernames, passwords, API keys, authorization tokens, and PII (Personal Identifiable Information).
         • If you have any questions about whether your data is sensitive, reach out to the data scheme owner in your organization and review the data classification with them.
         • Axiad cannot provide guidance on what each customer organization considers sensitive.
       • API keys are long strings of letters, numbers, and symbols used to access custom applications.
         • Example API key:
           AAPK5f9f39a988764653b27dd7d01fa14d35kfSLvKsiJoeoXX2oFBXE_021u_apQt1eAssZEfnmcri1hUhBmHEyxoOXJhaW9xgie
       • Authorization tokens are long strings of letters, numbers, and symbols, similar to API keys, but used in any web-based Axiad application to authenticate the user.
         • Example authorization token:
           VBQlHZ__ONCdOUPteoQPfEEPYTyrfy3XugMasrGO90rUmGiMa_tzvjfksFsZ57MtTE1gywBYtVhrldIKuPPu7MFt4u6ukauvDtH4r2kZePZtgbCFomXc0ThIuwF9cPK6LNTFOJ3Q850ilLO2zP6kzmaY0cfnsJBMcoPmFH9BOLamDQFig3628HwU53xis4gIiEJNkWhnI3ynb
    4. Save the edited HAR file with the sensitive information removed.
12. Provide a written notice to Axiad that you reviewed these instructions and sanitized the client debug archive.
13. Provide the HAR file to Axiad via a secure link, or request a secure Sharefile link from Axiad to upload the HAR file.