Support Request Guidance

Support Request Guidance

To ensure we can quickly replicate, debug, and fix any issues you encounter, it's crucial to provide detailed information when raising a bug report, whether via Slack or our customer portal. The more information you provide, the faster we can address and resolve the problem.

Here's a guide on what information to collect and share for each bug report:

Video or Screenshots

A video or screenshot can vividly illustrate the issue you're facing. Remember, a video says a billion words.

Browser Log Messages

Browser logs give us insight into what's happening on the front end. You can enable verbose logging by running VizzlyDev.setLogLevel('debug') in the browser console.

Failing Network Requests

If there are any failing network requests to the Vizzly Query Engine or Vizzly API, we need to know about them. You can find these in the network tab of the browser console. Note that in some browsers, you need to open the network tab and then refresh the page for the requests to appear. Any 4xx or 5xx requests are particularly relevant for debugging.

Vizzly Query Engine Logs

If you are running the Vizzly Query Engine, it may be necessary to link requests from the dashboard to the Query Engine to understand the issue. This is especially important in cases such as:

  • Any failed network request to your Vizzly Query Engine.
  • Charts showing missing data.
  • Charts not displaying the expected results.
  • The dashboard not loading.

To link a network request to related logs on the Query Engine, use the vizzly-query-engine-request-id response header from the network request and search for this value in the Query Engine logs. Note that you may need to set the LOG_LEVEL=debug environment variable to view the log messages.

By providing these details, you can help us resolve your issues more efficiently.