If you've contacted Go1 support about a technical issue, our team may ask you to send diagnostic information. This guide shows you how to collect the logs, screenshots, and device details that help us identify and resolve the problem faster.
Gathering Console Log and HAR Logs (On Google Chrome)
Browser logs help our team see exactly what happened when the error occurred.
Open Google Chrome and navigate to the page where you experienced the issue
Press F12 on Windows, or Option + Command + I on Mac, to open the developer tools panel
Select the Network tab
Check that Preserve log is selected and the filter is set to All
Select the Console tab
Reproduce the error — go through the steps that caused the problem
Once you've reproduced the error, right-click anywhere in the Console panel and select Save as. Save the file to your desktop or downloads folder
Go back to the Network tab, right-click anywhere in the panel, and select Save all as HAR with content
Attach both files to your support ticket.
Note: HAR files can contain session data. Only share them with Go1 support through an official support channel.
Take a screenshot
A screenshot of the error helps our team see exactly what you're experiencing.
On Windows:
Press Windows + Shift + S to open the snipping tool
Select the area of the screen showing the error
Paste the screenshot into your support ticket or an email using Ctrl + V
On Mac:
Press Command + Shift + 4
Select the area of the screen showing the error
The screenshot saves automatically to your desktop
Record your screen
If the issue is easier to show than describe, a short screen recording can help.
On Windows, press Windows + G to open the Xbox Game Bar and use the capture tool.
On Mac, press Command + Shift + 5 and select Record Selected Portion.
Alternatively, Loom is a free tool that works in your browser and makes it easy to share recordings directly with our support team.
Share your browser and device details
Knowing your browser version and device setup helps us reproduce the issue on our end.
In your browser address bar, type about: — this shows your browser name and version. Include this in your support ticket along with:
Your operating system (for example, Windows 11 or macOS Ventura)
The browser you're using and its version
Whether the issue happens in other browsers too