Troubleshooting-Errors

If you get an error message while using Freshdesk, you will need to send us the Console Logs and X-Request ID so that we can troubleshoot effectively.

To access Console Logs:

1. Right-click on the page where the error appears.

2. Choose Inspect ->Console.

3. Now perform the action that you want to do. 

4. Take a screenshot of the errors displayed in the console and send it to us at support@freshdesk.com.

To access X-Request ID: 
1. Right-click on the page where the error appears.

2. Choose Inspect ->Network -> Preserve Log.

3. Now perform the action that you want to do.

4. In the logs that appear, click on the error log that is highlighted in red.

5. In that error logs click on Fetch Headers-> Response Headers ->X-Request ID and send it to us at support@freshdesk.com.

Note: Mention the timeframe of when both the data were captured.

When a Freshdesk page takes time to load, or you experience a timeout before performing certain tasks, try logging in to the account via an Incognito Window.

If the issue persists, we will need the HAR file to troubleshoot effectively.

HAR, short for HTTP Archive format, tracks all the logging of a web browser’s interaction with a site.

Here’s how you can easily generate a HAR file using different browsers.

• Chrome

• Firefox

• Safari

Note: A HAR file includes data such as the content of your cookies and the pages you downloaded while making the recording. Anyone with access to the HAR file can view the data submitted while recording, which may include personal data or other sensitive data. Make sure that you secure your HAR files accordingly. Cloudflare has released a HAR sanitizer that can be used to strip any sensitive information. 

To generate the HAR file for Chrome:

1. Open Google Chrome and go to the page where you are experiencing trouble.

2. From the Chrome menu bar () select More Tools > Developer Tools.

3. Select Network.

4. Make sure that the Record button (  ) on the upper left corner of the tab is red. If it is grey, click on it to start recording.

5. Check the Preserve log box.

6. Click the Clear button (  ) to clear any existing logs from the Network tab.

7. Reproduce the issue that you were experiencing before.

8. Once you have reproduced the issue, right-click anywhere on the grid of network requests, select Save as HAR with Content, and save the file on your computer.

9. Send the HAR file to us at support@freshdesk.com.

To generate the HAR file for Firefox:

1. Open Firefox and go to the page where you are experiencing trouble.

2. Select the Firefox menu (three horizontal parallel lines) at the top-right of your browser window, then select Web Developer > Network.

3. The Developer Network Tools opens as a docked panel at the side or bottom of Firefox. Click the Network tab.

4. The recording autostarts when you start performing actions in the browser.

5. Once you have reproduced the issue and you see that all of the actions have been generated in the Developer Network Panel (should just take a few seconds), right-click anywhere under the File column, and click on Save all as Har.

6. Save the HAR file on your computer.

7. Write to us at support@freshdesk.com along with the HAR file.
   
   To generate the HAR file for Safari:
   
   Before generating the HAR file, make sure you can see the Develop menu in Safari. If it is not there, follow the instructions under Use the developer tools in the Develop menu in Safari on Mac.
   
   

   1. Open the Develop menu and select Show Web Inspector.

   2. Click the Network tab and complete the activity that is causing issues.

   3. Click the Export icon on the far right of the network tab and save the HAR file.

   4. Write to us at support@freshdesk.com along with the HAR file.
      
      
      
      
      
      
      
      
      
      
      
      
      
      
      
      
      
      
      
      
      
      
      
      
      
      
      
      
      
      
      
      
      
      
      
      
      
      
      
      
      
      
      
      
      
      
      
      
      
      
      
      
      
      
      
      
      
      
      
      
      
      
      
      
      
      

When a Freshdesk page takes time to load, or if there is a timeout before performing certain tasks, try logging in to the account via an Incognito Window.

If the issue persists, we will need the traceroute results to diagnose the problem.

Here is how you can fetch the traceroute results. Write to us at support@freshdesk.com along with the traceroute data.

Steps to clear the Browser DNS Cache (Browser Specific):

Chrome:

• Launch chrome browser
• Type chrome://net-internals/#dns in the address bar, then press Enter.
• Click on Clear host cache button
• Chrome Browser DNS cache will be cleared

Opera:

• Launch Opera on your Computer
• Type opera://net-internals/#dns in the address bar, then press Enter.
• You’ll be taken to the DNS section of Opera’s internal settings page. 
• Click the button labelled Clear Host Cache to flush the DNS cache.
• Open a new tab, then type in the address opera://net-internals/#sockets and press Enter.
• You’ll be taken to the section of Opera’s internal settings page for cached socket pools. 
• Now click the button labelled Flush Socket Pools.
• Now restart Opera browser.

Firefox:

• Launch Firefox on your Computer.
• In the address bar, type about:config and press Enter.
• Click “I accept the risk!” on a warning page.
• Use the search field at the top to search for network.dnsCacheExpiration.
• Your search should return two variables, named network.dnsCacheExpiration and network.dnsCacheExpirationGracePeriod. 
• Double-click on each variable’s value part so you can edit it, then change the value from the default 60 to 0, which will prompt Firefox to immediately clear out its DNS cache.
• After doing this, now set both variables back to 60.
• Now restart the Firefox browser. 

Steps to clear the Local DNS cache (OS Specific):

Windows OS:

• Search for command prompt in start menu
• Right-click and Select "Run as administrator"
• Type the command 

  ipconfig /flushdns

• If the command succeeds, you will receive the following message “Successfully flushed the DNS Resolver Cache."

Mac OS:

• Open your command line interface or Terminal
• Type the below command
  

   sudo killall -HUP mDNSResponder

• You may need to enter your administrator password
• If the command succeeds the system will not return any output.

Freshworks uses LetsEncrypt as its Certificate Authority Authorization (CAA) to get certificates for custom domains.

In March 2024, the CAA updated its validation process to verify domain ownership.

• Previously, they sent 3 validation calls from a singular region.
• Now, they send 5 validation calls from multiple regions. This is a more secure process.

However, if you use geoblocking or have firewall rules to block requests from unknown regions, the new process may cause your certificate validation to fail. To fix this issue:

1. (Preferred) Allow all traffic on HTTP/TCP Port 80 for request path /.well-known/acme-challenge/ from all regions.
2. (Alternative) Avoid Geoblocking and Firewall rules based on specific regions.
3. (Unfeasible) The DNS-01 challenge is another alternative approach. However, manual intervention is inherently required for every certificate procurement.

Learn more from the CAA.