Occasionally TIBCO Scribe® Online generates an error that does not display a detailed error message. This can happen for many reasons, including:

• JavaScript errors in the client application
• Errors occurring in the back end system
• A loss of connectivity to the cloud
• Network errors
• Other internet issues
• An error from the datastore to which you are connecting that does not contain any details

When these types of errors occur, you can help diagnose the error more quickly by trying the following:

Gather Information For A Support Case

If you cannot find the answer in the knowledge base, the Community, or the help, you can help us get you the answer more quickly by opening a Support Case and providing us with some detailed information about the problem. If you aren't sure how to open a case, see Creating A Case on the support portal.

1. Generate a log file from the browser where you are running TIBCO Scribe® Online as soon after the error occurs as possible. See the steps in the Generating A Console Trace section of this article.
2. Attach the log file to your Case.
3. Provide us with as much information in the Case as possible about what you were working on at the time the error occurred, such as:

• Map type
• Connectors and Connections you were using
• On-Premise or Cloud Agent
• Steps to reproduce the error, if it is reproducible
• Screenshot of the Error Message dialog

Generating A Console Trace Log File

NOTE: If your error is sporadic you have two options, either run TIBCO Scribe® Online with the browser Console on and view the exception when it occurs or leave the Console off and open it after clicking through the error. The error will be in the Console log.

Starting The Console

1. Open your browser and log into TIBCO Scribe® Online.
2. With your mouse on the browser screen, right-click and select either Inspect Element or Inspect, depending on which browser you are using.
3. Click the Console tab in the window displayed.

 

Saving A Copy Of The Console Log

Firefox

1. Right-click in the Console and choose Select All.
2. Right-click again and select Copy.
3. Open a text editor, such as NotePad, and paste the contents of the Console.
4. Save the information as a text file and add it as an attachment to your Scribe Support Case.

Chrome

1. Right-click in the Console and select Save As.
2. Save the information as a text file and add it as an attachment to your Scribe Support Case.

Internet Explorer

1. Right-click in the Console and select Copy All.
2. Open a text editor, such as NotePad, and paste the contents of the Console.
3. Save the information as a text file and add it as an attachment to your Scribe Support Case.

If the TIBCO Scribe® Online application has generated an error, use this article to learn how to diagnose the problem using browser console logging.