Initial information to start troubleshooting Web Isolation issues

Products

• Web Isolation Cloud

Issue/Introduction

When troubleshooting an issue with Web Isolation, Technical Support will require some files to be uploaded. The nature of the issue will define which files will be required to upload.

Resolution

1. Record a video reproducing the issue.
   
   
2. Run fgdiag (https://<url>/fgdiag) on the browser, take a screenshot and save the output after it finishes loading.
   
   
3. Open browser Developer tools (press F12) and save a client HAR file. Follow this article "Obtain a HAR file".
   
   
4. Press Ctrl+Alt+Shift+K on the browser and click "Show Minimized Canvas". Take a screenshot.
   
   
5. Press Ctrl+Alt+Shift+K on the browser and click "Show Client Monitor". This is to identify which TIE gateway browser is connected. Take a screenshot while this tool is running.

Upload the files through your Broadcom Portal.